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Measuring Business Excellence

Volume 13 Issue 1

Published: 2009 | Start Page: 3


Special Issue: Measuring and diagnosing excellence in services
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Articles

Articles
Article No: Article Information:
1776307 Towards a human-oriented metrology for improvement and change
Su Mi Dahlgaard-Park (pp. 3-22)
Keywords: Employees, Leadership, Motivation (psychology), Performance measures
ArticleType: Research paper
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1776308 Practice follows structure: QM in Malaysian public hospitals
Abd Manaf Noor Hazilah (pp. 23-33)
Keywords: Hospitals, Malaysia, Public health, Public sector organizations, Quality management
ArticleType: Research paper
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1776309 Quality in NHS hospitals: no one knows better than patients
Eleonora Karassavidou, Niki Glaveli, Chrissoleon T. Papadopoulos (pp. 34-46)
Keywords: Greece, Health services, Research, SERVQUAL
ArticleType: Research paper
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1776310 Management practices driving sustained business success
Lars Grønholdt, Anne Martensen (pp. 47-55)
Keywords: Business performance, Denmark, Financial performance, Management technique
ArticleType: Research paper
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1776311 Investigating the complex drivers of loyalty in e-commerce settings
Norizan Mohd Kassim, Salaheldin Ismail (pp. 56-71)
Keywords: Customer satisfaction, Electronic commerce, Qatar, SERVQUAL, Trust
ArticleType: Research paper
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1776312 Organizational service orientation and its role in service performance formation: evidence from Polish service industry
Wieslaw Urban (pp. 72-81)
Keywords: Customer service management, Customer service quality, Poland, Service industries
ArticleType: Research paper
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1776313 Importance-performance analysis of service attributes and its impact on decision making in the mobile telecommunication industry
Vahid Pezeshki, Alireza Mousavi, Susan Grant (pp. 82-92)
Keywords: Customer satisfaction, Decision making, Mobile communication systems, Resource management
ArticleType: Research paper
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