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Article
Publication date: 13 February 2019

Maria Karakasnaki, Evangelos Psomas and Nancy Bouranta

This study aims to investigate the interrelationships among organizational culture and service quality by applying the SERVQUAL instrument under different levels of…

Abstract

Purpose

This study aims to investigate the interrelationships among organizational culture and service quality by applying the SERVQUAL instrument under different levels of competitive intensity in the shipping industry context.

Design/methodology/approach

This study used the questionnaire investigation method to evaluate the hypothesized relationships. The authors utilized widely accepted and validated instruments as identified in the literature to measure the constructs under examination. The sample consisted of 684 shipping organizations located in Greece. The factorial structures of the constructs were identified through exploratory and confirmatory factor analyses, while the examined relationships were established through regression analyses.

Findings

The findings argue in favor of a parsimonious three-dimensional structure of the SERVQUAL instrument in the shipping industry context, illustrate the associations among the different types of organizational culture and the dimensions of service quality and explicate how the former impacts the latter. Moreover, the findings showed that the above-mentioned interrelationships are conditioned by the varying levels of competitive intensity.

Originality/value

Although much research and writing has occurred on the topics of service quality and organizational culture, relatively less is known about their interrelationships, that is how a company’s culture relates to the service quality offered especially under different levels of competitive intensity. Thus, the current study aims to fill in this gap in the literature and empirically address the need to look at the interrelationships among the theoretical constructs under examination.

Details

International Journal of Quality and Service Sciences, vol. 11 no. 2
Type: Research Article
ISSN: 1756-669X

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Article
Publication date: 18 September 2017

Eleni Koutsothanassi, Nancy Bouranta and Evangelos Psomas

The aim of this paper is to present and empirically validate a conceptual framework that explores the links between the two service features (physical and interactive) and…

Abstract

Purpose

The aim of this paper is to present and empirically validate a conceptual framework that explores the links between the two service features (physical and interactive) and their impact on customer loyalty. It also introduces and investigates the potential intervening role of a single personality dimension (neuroticism) in the relationship between service features and customer loyalty. In addition, examining whether the customer’s switching barriers affect customer loyalty is also an aim of the present study.

Design/methodology/approach

A structured questionnaire was used to collect data from a sample of 224 customers in the banking industry in Greece. The respondents were picked using simple random sampling. Exploratory and confirmatory factor analyses were used to validate the latent factors of the proposed conceptual framework, whereas their relationships were examined through linear regression analyses.

Findings

The empirical data verify that physical and interactive features of service quality have a significant impact on customer loyalty. The study also concludes that customer neuroticism has an intervening effect on the relationship between service features and customer loyalty. In addition, switching barriers such as confidence benefits, special treatment benefits, switching costs and availability and attentiveness of alternatives affect a bank’s customer loyalty.

Practical implications

This perspective could improve managerial understanding of the service-quality/customer-loyalty relationship and lead to more focused decisions. During the period of economic Greek crisis, the customers’ learning and understanding, the immediate response to their needs and expectations, the provision of customer services in accordance with their personality type and the establishment a long and effective relationship with them may have an important impact not only on success but also mainly on bank survival.

Originality/value

Previous studies have shown the positive and significant relationship between customer satisfaction and loyalty in the banking industry, but this study extends the literature of consumer behavior theory by examining the distinct role that the physical and interactive service features play in the formation of customer loyalty. While it is known the role of personality in customer satisfaction has not been analyzed sufficiently the effect of neuroticism in the evolution of the above relationship. The present study tries to fill the bibliographic gap focusing on the Greek banking sector in the period of economic crisis.

Details

International Journal of Quality and Service Sciences, vol. 9 no. 3/4
Type: Research Article
ISSN: 1756-669X

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Article
Publication date: 12 September 2020

Nancy Bouranta

The purpose of this paper is to fill a gap in the existing literature that relates leadership style to total quality management (TQM) focus. Specifically, the study…

Abstract

Purpose

The purpose of this paper is to fill a gap in the existing literature that relates leadership style to total quality management (TQM) focus. Specifically, the study evaluates whether and how leadership style may affect the implementation of TQM practices.

Design/methodology/approach

A structured questionnaire was used to collect data from employees of different organizations operating in the manufacturing (n = 156) and service sectors (n = 147). Exploratory and confirmatory factor analyses as well as structural equation modeling were adopted to test the hypothesized research model.

Findings

The results revealed that transformational leadership has a positive impact in the implementation of TQM practices (e.g., customer focus, process management, human resource management, strategic planning and learning). It was also found that, regardless of industry type, manufacturing or service, transformational leadership has a significantly positive influence on TQM practices. In addition, it was noted that manufacturing companies showed a higher level of TQM practices than did service companies.

Originality/value

This study represents, to the best of the author’s knowledge, the first empirical examination of the relationship between transformational leadership and TQM in the service and manufacturing industries, with the goal of determining the differences between these two sectors. The study's conclusions may be useful for service and manufacturing organizations in achieving more effective leadership in the implementation of TQM.

Details

The TQM Journal, vol. 33 no. 3
Type: Research Article
ISSN: 1754-2731

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Article
Publication date: 9 January 2017

Nancy Bouranta, Evangelos L. Psomas and Angelos Pantouvakis

The purpose of this paper is to enrich the existing literature by determining the underlying structure (latent factors) of total quality management (TQM) practices and…

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Abstract

Purpose

The purpose of this paper is to enrich the existing literature by determining the underlying structure (latent factors) of total quality management (TQM) practices and their impact on company performance outcomes in the Greek hotel industry.

Design/methodology/approach

The research questions were examined using a sample of 153 top-and middle-level hotel-quality managers. Exploratory factor analyses, coupled with multiple linear regression analyses, were used to examine the extent to which elements of TQM influence hotel performance.

Findings

The TQM factors revealed by the present empirical research in the hotel industry are the quality practices of top management, strategic quality planning, employee quality management, customer focus and employee knowledge and education. On the other hand, the performance dimensions revealed through the present study are summarized as: financial performance, customer focused performance and service quality performance. The results also confirmed that most of the TQM elements are antecedents of hotel business performance.

Practical implications

Hotel managers/owners using reliable and valid frameworks comprising TQM practices and performance outcomes may better address their efforts by choosing whether to invest in company refurbishing or better train their personnel to maximize hotel performance.

Originality/value

The purpose of this study is to enrich the existing literature by identifying and confirming the enablers and outcomes of TQM specifically within the hospitality industry. Moreover, the relationship between the implementation of TQM practices and superior company performance is also examined due to the past contradictory results regarding this matter.

Details

The TQM Journal, vol. 29 no. 1
Type: Research Article
ISSN: 1754-2731

Keywords

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Article
Publication date: 11 September 2017

Nancy Bouranta and Evangelos Psomas

The purpose of this paper is to investigate and contrast the levels of focus on competitive priorities (CPs) between service and manufacturing firms in Greece during an…

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1004

Abstract

Purpose

The purpose of this paper is to investigate and contrast the levels of focus on competitive priorities (CPs) between service and manufacturing firms in Greece during an economic crisis and the influence of those CPs on business performance.

Design/methodology/approach

Empirical data were collected from 298 company representatives of Greek firms with an approximately equal proportion of the firms being from the manufacturing (n=157) and service (n=141) industries. Exploratory and confirmatory factor analyses were conducted to validate the proposed first-order latent constructs as well as to determine the second-order latent construct (CPs). The CPs were employed to represent the hypothetical structural relationship of business performance. The fit and predictive accuracy of the model was estimated using AMOS software.

Findings

The proposed CPs model consists of five latent constructs: quality, delivery, cost, innovation, and customer focus. It was also verified regardless of industry (manufacturing or service) that the same set of CPs was used. However, these two sectors differed on the emphasis they paid to the selected CPs.

Originality/value

The major contributions of the paper are fourfold. First, this study represents the first empirical investigation, to the best of the authors’ knowledge, into CP issues in the service and manufacturing industries, to determine whether there are differences in CPs between these two sectors. Second, the paper focused on the operations strategy of service enterprises in a field where the empirical evidence remains scarce. Third, the current research is conducted in a developing country with economic problems and political instability, while previous empirical research was mainly conducted in large and highly industrialized countries. Knowing about the Greek economy’s economic crisis and the CPs of different industries within it provides a unique and interesting perspective to this research. Finally, the findings introduced a set of common CPs as being applicable to both sectors (services and manufacturing), as the number and the nature of its dimensions seems to be independent of the type of sector examined.

Details

International Journal of Productivity and Performance Management, vol. 66 no. 7
Type: Research Article
ISSN: 1741-0401

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Article
Publication date: 24 September 2020

Evangelos Psomas, Nancy Bouranta, Maria Koemtzi and Efthalia Keramida

Citizen's service centers (CSCs) are front-end delivery public points which aim to reduce bureaucratic procedures and improve citizens' services. The present study, based…

Abstract

Purpose

Citizen's service centers (CSCs) are front-end delivery public points which aim to reduce bureaucratic procedures and improve citizens' services. The present study, based on the citizens' perceptions, aims to explore the impact of the CSCs' service quality on citizens' satisfaction and also to identify statistically significant differences with regard to service quality dimensions and citizen satisfaction among different groups of citizens.

Design/methodology/approach

A questionnaire survey was carried out based on the five dimensions of the SERVPERF model. Random sampling was used to acquire a representative and reliable sample of 1,226 respondents. Descriptive statistics, multiple linear regression analysis, T-test and ANOVA were applied to analyze the data.

Findings

According to the citizens' perceptions, the levels of the service quality dimensions and citizen satisfaction are medium to high. The service quality dimensions have a statistically significant impact on citizens' satisfaction. Moreover, statistically significant differences are observed among groups of citizens in terms of the service quality dimensions and citizen satisfaction.

Originality/value

The present study is stimulated by the existing gap identified in the literature in the field of the public sector and more specifically in the CSCs. Building on the public sector literature, the study examines the relationship between service quality dimensions and citizens' satisfaction from the services provided by the Greek CSCs, which are innovative public service organizations operating all over Greece. It also highlights key implications for public organizations and government policy decision-makers based on citizens' demographic characteristics.

Details

The TQM Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1754-2731

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Article
Publication date: 23 January 2019

Nancy Bouranta, Evangelos Psomas, Manuel F. Suárez-Barraza and Carmen Jaca

Literature refers to the key factors of total quality management (TQM) based on studies carried out in individual countries. However, few studies focus on studying the TQM…

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2420

Abstract

Purpose

Literature refers to the key factors of total quality management (TQM) based on studies carried out in individual countries. However, few studies focus on studying the TQM factors in service companies based on multinational data. The purpose of this paper is to empirically identify the key TQM factors and their impact on internal and external customer performance measures across different countries.

Design/methodology/approach

The research questions regarding the TQM factors and their effects were examined using a sample of service organisations from three countries (131 from Greece, 70 from Mexico and 151 from Spain). TQM factors and their impact on employee and customer satisfaction were analysed separately for each country. Exploratory factor analyses, coupled with multiple linear regression analyses, were conducted.

Findings

The key TQM factors identified are common among the three participating countries and can be summarised as follows: quality practices of top management, process management, employee quality management, customer focus, and employee knowledge and education. The adoption level of these five key factors of TQM varies across service organisations in different countries. The results also confirmed that some of the TQM elements are antecedents of customer- and employee-focused performance.

Practical implications

Multinational service organisations may use such an instrument to evaluate TQM implementation among worldwide operations and then benchmark their performance. In addition, an understanding of similarities and differences among countries would help managers around the world to address difficulties of TQM implementation related to the country culture.

Originality/value

Previous studies have compared key TQM factors across different countries in manufacturing, but overall, there has been a little attempt in the literature to analyse the adoption of TQM factors among service firms, as well the relationships between quality improvement and performance across different geographical regions.

Details

Benchmarking: An International Journal, vol. 26 no. 3
Type: Research Article
ISSN: 1463-5771

Keywords

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Article
Publication date: 23 September 2020

Nancy Bouranta, Evangelos Psomas and Jiju Antony

The aim of this paper is to present the main findings of the studies in the field of quality management (QM) in primary and secondary education. Grouping these findings…

Abstract

Purpose

The aim of this paper is to present the main findings of the studies in the field of quality management (QM) in primary and secondary education. Grouping these findings into themes and these themes, in turn, into broad categories as well as prioritizing the themes of findings are also aims of the present study.

Design/methodology/approach

A systematic literature review (SLR) of articles focusing on QM in primary and secondary education was carried out based on major publishers, namely Emerald Online, Taylor and Francis, Elsevier/Science Direct, Springer Link, Sage Publishing and Online. In total, 133 articles published in 62 journals during 1983–2019 were collected. The affinity diagram was applied in order to group the findings of the QM studies into logical themes and these themes into broad categories. Moreover, the Pareto diagram was applied to prioritize the themes revealed.

Findings

A plethora of articles focusing on QM in primary and secondary education have been published in the last decades. The findings of the QM studies presented in the 133 reviewed articles are grouped into 43 themes and these themes, in turn, into 6 broad categories, namely management practices, school characteristics, teachers, stakeholders, government and pupils. The analysis also reveals themes that can be characterized as “vital” and “useful.”

Practical implications

Researchers and school managers can take into consideration the findings of the QM studies in primary and secondary education as well as the themes of high priority for the design of future studies and QM implementation plans, respectively.

Originality/value

This is the first literature review study which presents analytically the findings of the QM studies in primary and secondary education. This study also contributes to the literature by formulating meaningful themes of these findings and broad categories of these themes and by prioritizing the themes revealed.

Details

The TQM Journal, vol. 33 no. 3
Type: Research Article
ISSN: 1754-2731

Keywords

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Article
Publication date: 9 April 2020

Konstantinos Tsirkas, Alexandra-Paraskevi Chytiri and Nancy Bouranta

Previous studies have shown that soft skills play a significant role in applicants' employability and in the job search, recruitment, selection and hiring process…

Abstract

Purpose

Previous studies have shown that soft skills play a significant role in applicants' employability and in the job search, recruitment, selection and hiring process. However, past research indicates a gap in perceptions of soft skills, between employees and employers. The present empirical research aims to explore this gap in perceptions and to suggest effective ways to resolve any mismatch. Demographical factors affecting these perceptions are also taken into consideration for the analysis.

Design/methodology/approach

A quantitative research design has been applied. The survey undertaken, covers all three main sectors of employment (manufacturing, retail and services), with 151 employee–employer dyads around Greece participating in the survey. Paired sample t-test, independent t-test and One-way ANOVA were used to analyze the data.

Findings

The results show a gap between employees' and their subsequent employers' perceptions of employees' soft skills. Employees seem to regard their skills more highly than do their employers, whereas employers seem to consider employees as not properly equipped with the necessary soft skills. These findings are a worrying sign for business operations and suggest that difficulties in manager–employee co-operation can arise.

Practical implications

This study has both theoretical and practical implications. It adds to the literature in human resources appraisal process by identifying soft skills perceived differently by employees and employers. It also highlights the reasons for that gap and makes suggestions for the enhancement of required skills.

Originality/value

The majority of previous studies in the field focus either on employees' or employers' perceptions, without comparing them. In addition, the few former studies attempt a comparison focused on students as employees or trainees, with no previous work experience. The current study focuses on employees whose work experience has already shaped perceptions of their skills and employability.

Details

Education + Training, vol. 62 no. 4
Type: Research Article
ISSN: 0040-0912

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Article
Publication date: 19 November 2018

Evangelos Psomas, Christina Dimitrantzou, Fotis Vouzas and Nancy Bouranta

The purpose of this paper is to focus on the cost of quality (CoQ) of food manufacturing companies. The study aims at empirically validating the conceptual structure of…

Abstract

Purpose

The purpose of this paper is to focus on the cost of quality (CoQ) of food manufacturing companies. The study aims at empirically validating the conceptual structure of the core dimensions of CoQ (prevention, appraisal, internal and external failure cost) and determining their level and relationships. Determining the reasons for not measuring the CoQ as well as the barriers-difficulties and benefits of the CoQ measurement is also an aim of the present study.

Design/methodology/approach

Greek food manufacturing companies were approached through a structured questionnaire and 91 participated in the study. Exploratory and confirmatory factor analysis, descriptive statistics and correlation analysis are applied for data analysis.

Findings

The structure of the core dimensions of CoQ is empirically validated, while all of them range within medium levels and are inter-related. The reasons for companies not measuring the CoQ as well as the barriers-difficulties of companies measuring the CoQ are not significant. On the contrary, significant benefits are derived from the CoQ measurement.

Research limitations/implications

The small sample of the food manufacturing companies operating in one country and the subjective business evidence collected are the main limitations of the present study.

Practical implications

Food companies can be motivated to establish a robust CoQ measurement system, which would reflect the level of the CoQ dimensions. According to the results of the CoQ measurement, a food company can make decisions to increase the prevention and appraisal costs and decrease the internal- and external-failure costs in order to be more competitive in the market.

Originality/value

The paper provides deeper insights into the level and inter-relations of empirically validated CoQ dimensions. Very few studies on the CoQ in food manufacturing companies have been carried out in Greece and the present study makes the picture of the CoQ status in this sector more clear.

Details

International Journal of Productivity and Performance Management, vol. 67 no. 9
Type: Research Article
ISSN: 1741-0401

Keywords

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