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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 competitive…

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

Keywords

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 their…

1091

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

Keywords

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 evaluates…

1306

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

Keywords

Article
Publication date: 15 January 2024

Nancy Bouranta and Evangelos Psomas

Due to the coronavirus 2019 (COVID-19) pandemic, primary and secondary schools worldwide are deploying online teaching/learning practices, fostering and thus innovation practices…

Abstract

Purpose

Due to the coronavirus 2019 (COVID-19) pandemic, primary and secondary schools worldwide are deploying online teaching/learning practices, fostering and thus innovation practices. The purpose of this study is to determine the degree to which practices reflecting educational innovation are implemented in the Greek public primary and secondary schools operating under conditions characterized by the COVID-19 pandemic. Determining the relationship among these educational innovation practices is also an aim of the present study.

Design/methodology/approach

A research study was conducted in the Greek public primary and secondary schools. 522 teachers fully completed a structured questionnaire. Descriptive statistics, exploratory factor analysis and structural equation modeling were applied to analyze the data.

Findings

The findings reveal that administration-related innovation practices, teaching-related innovation practices and online teaching/learning practices are implemented to some extent in primary and secondary schools in Greece, but there is still scope for continued development. The online teaching/learning practices set the foundations for further developing a culture of fully adopting other educational innovation practices in these schools to improve education.

Originality/value

Limited research concerning educational innovation practices has focused on primary and secondary schools. The need for more studies on teaching and learning innovations that have resulted from the COVID-19 crisis is highlighted by the literature. The results of this study support the fact that online teaching/learning implemented in primary and secondary schools is positively associated with administration-related and teaching-related innovation practices, concluding that this forced change in the educational process can act as a catalyst for more changes and innovative actions.

Details

International Journal of Educational Management, vol. 38 no. 2
Type: Research Article
ISSN: 0951-354X

Keywords

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 their…

4425

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

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 economic…

1234

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

Keywords

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 on the…

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. 36 no. 7
Type: Research Article
ISSN: 1754-2731

Keywords

Article
Publication date: 27 May 2022

Dimitrios Kafetzopoulos, Evangelos Psomas and Nancy Bouranta

The aim of this paper is to determine whether leadership affects strategic flexibility and business performance taking into consideration the mediating role of talent management…

4164

Abstract

Purpose

The aim of this paper is to determine whether leadership affects strategic flexibility and business performance taking into consideration the mediating role of talent management in these relationships.

Design/methodology/approach

The proposed framework is tested by confirmatory factor analysis (CFA) and finally structural equation modeling (SEM), using the survey data from 462 Greek firms. The mediation effect of talent management was tested by the Sobel test.

Findings

The results show that leadership drives firms to strategic flexibility and business performance, but the introduction of talent management fully mediates these relationships. Strategic flexibility also affects business performance positively.

Research limitations/implications

This study explores a formal style of leadership; many leadership styles remain unexplored. The field of talent management is in urgent need of more empirical research to explain its importance and how talent management is handled in the 21st-century.

Practical implications

This study proves that managers should invest more in talent management; outstanding talent can be leveraged to implement the best operational practices while managers' motivation for talent management contributes to a deeper anchoring of strategic flexibility and performance efforts in firms.

Originality/value

The current state of knowledge of both theory and practice for critical organizational factors such as strategic flexibility and talent management will be extended.

Details

Management Decision, vol. 60 no. 9
Type: Research Article
ISSN: 0025-1747

Keywords

Article
Publication date: 13 April 2023

Evangelos Psomas, Efthalia Keramida, Nancy Bouranta and Dimitrios Kafetzopoulos

In times of strong global competition and worldwide economic downturn, there is an imperative need for public services organizations to reform and improve their quality. These…

Abstract

Purpose

In times of strong global competition and worldwide economic downturn, there is an imperative need for public services organizations to reform and improve their quality. These organizations can base their improvement efforts on Lean philosophy. The purpose of this study is to assess the employees’ perceived degree of adoption of Lean principles by public services organizations in Greece. Determining the differences in the perceptions of groups of employees with regard to the adoption of Lean principles by public organizations is also an aim of the study.

Design/methodology/approach

A questionnaire survey was published online, inviting employees of Greek public services organizations to assess the degree of Lean adoption by their organizations, specified on the basis of general principles. A total of 1,022 employees completed the structured questionnaire. Descriptive statistics were applied to assess the degree of adoption of Lean principles by public organizations. The nonparametric Mann–Whitney U Test and Kruskal–Wallis Test were also applied to determine whether there are statistically significant differences in the perceptions of groups of employees with regard to the adoption of Lean principles by public organizations.

Findings

According to the perceptions of employees, Greek public organizations adopt Lean principles to a high extent. However, there is room for further improvement in the degree to which Lean is adopted. Statistically significant differences are observed in the perceptions of groups of employees from different sized organizations, hierarchical levels, skill sets and service subsectors, with regard to the degree of adoption of Lean principles by their organizations.

Research limitations/implications

The employees of the public sector who were invited to respond to the survey through social media, the subjective nature of the data collected and the fact that this is a country-specific study constitute the main limitations of the present study, based on which future studies can be designed.

Practical implications

By determining the strong and weak points of the adoption of Lean principles by Greek public services organizations, suitable managerial initiatives can be undertaken by these organizations to fully adopt Lean, eliminate waste and enhance quality management.

Social implications

Understanding and improving the current status of the adoption of Lean principles by Greek public organizations will influence the services provided to the citizens in terms of time, quality and delivery.

Originality/value

To the best of the authors’ knowledge, this is the first study which provides insights, based on employees’ perceptions, into the adoption of Lean by the public services sector.

Details

International Journal of Lean Six Sigma, vol. 14 no. 7
Type: Research Article
ISSN: 2040-4166

Keywords

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 factors…

4973

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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