Table of contents - Special Issue: Selected papers from the International Conference on Quality and Service Sciences, Verona, 2009 (a combined conference of the yearly QMOD and Toulon‐Verona Conferences)
Adoption of ISO‐oriented quality management system in Greek universities: Reactions to isomorphic pressures
Antigoni Papadimitriou, Don F. WesterheijdenQuality management in Greek higher education at least until 2006 was in an early and debated stage. The intent of this paper is to present the extent of use of the ISO standards…
New enterprise models: trial runs of “capitalism with a human face”
Federico BrunettiThe intent of this paper is to discover whether practical examples of new forms of business enterprise are to be found in the real world and what the peculiarities of any such…
Emerging concepts for implementing strategy
Graeme CocksEarlier research by the author defined the practices of 11 of Australia's long‐term high performing organisations over the 25 year period from 1982 to 2007. It highlighted the…
Statistical techniques for continuous improvement: a citizen's satisfaction survey
Lucio Cappelli, Roberta Guglielmetti, Giovanni Mattia, Roberto Merli, Maria Francesca RenziThe purpose of this paper is to propose a path analysis of data coming from a citizen's satisfaction survey to support decision makers in quality service improvement. In detail…
Commercial experiences from a customer perspective: Elaborated, defined and distinguished
Johan Lilja, Maria Eriksson, Pernilla IngelssonA new type of business offering is currently gaining much attention, a type which in some aspects appears to be distinct from goods and services. These offerings are usually…
Integrating DEAHP and DEANP into the quality function deployment
Konstantina Kamvysi, Katerina Gotzamani, Andreas C. Georgiou, Andreas AndronikidisThe purpose of this paper is to promote the integration of quality function deployment (QFD) with quantitative methods in an attempt to enhance its effectiveness and resolve…
Current health of quality management practices in service sector SME: A case study of Pakistan
Nadeem Kureshi, Faheem Qureshi, Ali SajidThe purpose of this paper is to assess the current quality management practices of service sector SMEs in Pakistan, and to provide an insight for policy development for SMEs.
Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in Greece
Ilias Santouridis, Panagiotis TrivellasThe purpose of this paper is to investigate crucial factors that lead to customer loyalty in the mobile telephony sector in Greece, namely service quality and customer…
ISSN:
1754-2731Renamed from:
The TQM MagazineOnline date, start – end:
2008Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Dr Alexander Douglas