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This paper summarizes our research into the impact that current Air Force quality assurance staffing practices have on key unit performance metrics.

Interviews and Delphi surveys culminated in the development of a quality assurance staffing effectiveness matrix. The matrix was used to calculate historical quality assurance staffing effectiveness at 16 Air Force combat aircraft units. Effectiveness scores were then regressed with unit historical data for 25 metrics.

Nine metrics were deemed statistically significant, including break rates, cannibalization rates, flying schedule effectiveness rates, key task list pass rates, maintenance scheduling effectiveness rates, quality verification inspection pass rates, repeat rates, dropped objects counts and safety/technical violations counts. An example benefit‐cost analysis for changes in quality assurance staffing effectiveness presents compelling evidence for maintenance managers to carefully weigh decisions to leave quality assurance personnel slots empty, or to assign personnel possessing other than authorized credentials.

Maintenance managers can use this method to help determine personnel assignment strategies for improving quality assurance unit performance with respect to similar metrics, and other managers could adopt this general approach to more effectively link personnel resources to their organization's key performance indicators.

The purpose of this research is to propose a systematic and integrative approach for evaluating, assessing, analysing, and improving service quality and effectiveness.

A new approach is proposed, in which SERVQUAL and overall administration effectiveness (OAE) are integrated. The recycling pavilion service process of Isfahan municipality is examined. By distributing 120 questionnaires containing the 22 questions of the SERVQUAL instrument developed by Parasuraman et al. in four pavilions of four different regions of the city of Isfahan, the services quality gap was measured and the OAE indicator performance was calculated. In OAE, the quality ratio was measured based on the quality gap, and performance and availability ratios were measured based on the characteristics of the recycling pavilion services.

The empirical findings imply that the application of the proposed approach has resulted in a reduction of 0.59 of the gap average and a 36 per cent improvement of the OAE indicator.

While a general approach is proposed for service application, the results of the case study may not be generalisable.

The proposed approach of this study presents a method for simultaneous analysis of service quality and effectiveness.

This study aims to investigate the relationship between management support, quality infrastructure, staff training and the effectiveness of quality enhancement cells (QECs) established in higher education institutions.

Data were acquired via a structured questionnaire dispatched to faculty members across 12 public and private universities, primarily situated in Punjab, Pakistan. Among the 200 questionnaires distributed, 180 were retrieved and 140 were deemed valid. The proposed relationships were examined using SPSS–25 and PLS–SEM.

The results show a positive and significant relationship between management support, quality infrastructure and staff training with QECs' effectiveness. The study also highlights that the effectiveness of QECs is “Good” in only two of the 12 universities, while in most universities it is “Barely Acceptable”. Furthermore, QECs' effectiveness is slightly better in public universities compared to private institutions.

The study employs convenience sampling and a cross-sectional approach, focusing on faculty members from 12 universities, primarily in Punjab, Pakistan. To enhance future research, larger samples and probability-based sampling should be considered, while involving quality managers and students for a broader perspective.

The research suggests policymakers and university leaders should strengthen their support by providing resources, quality infrastructure and training for academic and administrative staff. This would enhance the effectiveness of QECs and improve the overall quality of education in both public and private universities.

This study contributes to the literature on quality assurance in higher education by emphasizing the significance of QECs concerning management support, quality infrastructure and staff training – areas that are often overlooked in Pakistani universities.

The purpose of this study is to establish the relationship between chief executive officer (CEO) power, audit committee effectiveness and earnings quality in regulated firms in Uganda.

The authors employed cross-sectional and correlational research designs, based on a sample of 136 regulated firms in Uganda. Data were collected using a questionnaire survey from Chief Finance Officers and Chief Audit Executives. Data were analyzed using a Statistical Package for Social Sciences and Partial Least Squares Structural Equation Modeling.

Results indicate that CEO power causes negative variances in earnings quality. The results also reveal that audit committee effectiveness positively relates relatively similarly with earnings quality. In addition, CEO power and audit committee effectiveness are negative and significantly related. The results further indicate that CEO power and earnings quality are mediated by audit committee effectiveness.

CEO power creates an opaque accounting environment which may leave the stakeholders unable to evaluate the true economic reality of the firm. Audit committee effectiveness is an important enabler for reporting high-quality earnings even in the presence of a powerful CEO.

This study contributes toward a methodological stance of using perceptions to understand earnings quality in regulated firms in Uganda. This is probably the first study that has specifically explored earnings quality using only the fundamental qualitative characteristics of accounting information (as proxies) as enshrined in the Conceptual Framework for Financial Reporting 2018 particularly in Uganda since Her adoption of International Financial Reporting Standards in 1998. Second, the indirect effect of audit committee effectiveness and CEO power is tested.

The Colombian Government launched an e-government initiative in 2008 to facilitate communication among the government, citizens and organizations. Considering the high level of mistrust of citizens and businesses toward governmental institutions, the government must ensure the security of the information handled and provided by online users. Results to date have not been adequate in the usage of e-government systems. The purpose of this study is to evaluate whether the level of online security affects usage and impacts the cost-effectiveness and quality of the operations and, consequently, the operational effectiveness of organizations using e-government systems.

Structural equation modeling was used to analyze the antecedents and outcomes of operational effectiveness. To this end, 440 usable questionnaires were collected from managers and personnel from Colombian organizations using e-government systems.

According to the findings, there is a positive predictive relationship between online security and the dimensions of electronic government effectiveness. Furthermore, neither online security nor any of the dimensions of electronic government effectiveness affect the operational costs of organizations. Nonetheless, the quality of information has a positive effect on the quality of operations. As a result, through the quality of the information, online security has an indirect impact on the quality of operations.

The authors used a convenience sample, carefully selecting respondents based on their operations and practice knowledge and implementation of online security processes. Besides, compared to previous research conducted in developed nations, the sample size is relatively small. Because the survey is based on responses from official companies, it must also be taken into account that over 50% of Colombian labor is informal. Furthermore, Colombia is a nation with a high level of mistrust. When considering these factors, generalizability to all industrial sectors is questionable. Nevertheless, the findings of this study offer relevant information that indicates the need for more extended and comprehensive quantitative research.

Improvements in organizations that use e-government systems, based on the benefits that high-quality information brings to operational performance – cost and quality – will help them survive and become more sustainable and competitive. Furthermore, this study supports the assertion that aspects like online security are critical in promoting information and communication technology uptake and user acceptance in transition and rising economies like Colombia.

There is still a scarcity of information on assessing the effectiveness of electronic government systems and their impact on the quality and cost of operations in organizations that use them. Additionally, Colombia, as a country with low levels of trust between citizens, organizations and government, still lacks information about the impact of online security on the effectiveness of its operations.

The purpose of this paper is to develop and test an integrative services framework to investigate the role of perceived trade show effectiveness on overall trade show service outcome, conceptualised as the intention to purchase a related product after, rather than during, a show.

Drawing on the services marketing and trade show literature, the authors test a model of trade show effectiveness with data collected from 592 attendees at a major automotive trade show in a large metropolitan centre.

Results show that improving trade show visitors' perceived service quality positively affects visitor perceptions of trade show effectiveness. Furthermore, both trade show effectiveness and service quality directly influence future purchase intention.

Employing a services theoretical framework to evaluate trade show visitor experiences provides an alternative to the traditional marketing communications approach. By viewing such visits as service encounters, managers must inevitably consider the effects of service quality and service outcomes in determining the likely success of their shows. The study primarily focuses on one large consumer show and therefore does not constitute a complete, nor necessarily representative, sample of the trade show industry.

The original contribution of the paper stems from the paucity of research conceptualising trade shows as services and the comparative lack of emphasis placed on visitors rather than exhibitors in the literature. The research not only has utility for trade show organisers but also provides necessary theory‐based research in the trade show domain.

Teamwork is important for firms’ innovation and effectiveness, but often within-team conflicts arise. Prior literature reported inconsistent associations between conflict and team outcomes. This study aims to clarify these relationships and examine if team reflexivity improves outcomes and weakens intragroup conflict tendencies.

Data were collected through a survey questionnaire of 288 team members working on projects at 41 different high-tech firms in Jordan. The authors then built a model of intragroup conflict effects and used structural equation modeling to test for both direct and indirect effects.

Indirect effects of intragroup conflict were significantly associated with teamwork quality. Teamwork quality was also significantly related to improved team outcomes, and team reflexivity moderated this relationship. Furthermore, it was found that the direct effect of intragroup conflict was not significantly related to either teamwork quality or effectiveness. Finally, results supported the idea that some conflict is required for teams to remain viable, self-critical and innovative.

This is a cross-sectional study conducted in a single country and business industry, which limits the generalizability of results.

Team leaders should use reflexivity to create a sense of openness for collaborative interaction to improve group performance and member satisfaction.

This study provides a verified model to determine the circumstances in which conflict benefits team innovation and effectiveness. A central study contribution is that reflexivity reduces the negative impact of intragroup conflict.

A quantitative effectiveness measurement based on the perceptions of the local community has been established as an effective mode of evaluating the level of satisfaction or perceived effectiveness of a school. In order to measure the level of effectiveness as perceived by their communities, educational institutions could use this instrument to measure the Quality Effectiveness Index (QEI) on eight quality management dimensions. This study seeks to investigate such a measurement in relation to a Liverpool college's perceptions of school effectiveness through the Quality Situation Assessment Instrument (QSAI).

The instruments used in this research were based on the tenets of Malcolm Baldrige. The QSAI is a modified version that has applied an additional dimension, namely that of Student Outcomes to the original Baldrige award criteria. This QSAI will assess the perceptions of current and ideal school improvement issues in the selected sample of this case study school. The responses will be analysed via the Quality Effectiveness Index (QEI), which measures the perceptions of respondents.

The findings indicate that it is an effective self‐evaluation tool as the report to the school complements the views expressed by the college's OFSTED report.

Apart from the fact that this has been the first such study of its type in the UK, the major significance has been the incorporation of the qualitative contemporary management underpinnings.

This study aims to provide a conceptualisation of HR outsourcing (HRO) effectiveness from a service quality perspective and subsequently develop a scale – HROSERVPERF to measure HRO service performance underpinned S-O-R theory.

Grounded on theoretical conceptualisation, literature and information collected through semi-structured interviews, HRO service performance items pool were generated. 257 responses from manufacturing firms in Malaysia that have outsourced their HR were collected. PLS-SEM is used for scale confirmation and validation.

The conceptualisation of HRO effectiveness and HRO service performance suggests a need for scale development that encompasses service quality-satisfaction-loyalty framework supported by S-O-R theory. Operational improvement, resource alignment and service delivery emerged as the service performance dimensions of HROSERVPERF.

This study was limited to manufacturing firms in Malaysia, hence little generalisation could be drawn beyond this context. However, this serves as future research opportunities.

HR managers and service providers can employ HROSERVPERF to measure and improve HRO service performance more effectively. Service providers can re-strategise and target their scarce resources to better retain their clients.

This is the first paper that provides HRO effectiveness conceptualisation from a service quality perspective followed by a scale development with formative measures using PLS-SEM underpinned S-O-R theory.

Quality audits are prominent and proven management tools for assessing compliance and effectiveness of quality systems. They are commonly used in the effort to improve overall business performance. However, similarly to any other physical or conceptual system, they may fail to achieve objectives set forth, raising concerns among auditees and clients alike. Argues for the provision of adequate confidence to various interested parties in the quality of auditing services. A quality audit is conceptualized using the systems approach. Subsequently, a quality assurance framework based on the application of the 1994 and 2000 versions of the ISO 9001 standard in auditing is presented. Audit system effectiveness is modeled using the concepts of audit reliability, availability and suitability. Audit failures, risks and maintainability are addressed in detail. It is concluded that audit managers must ensure appropriate levels of quality and effectiveness of quality audit systems.