The TQM Journal

Volume 21 Issue 4

Published: 2009 | Start Page: 305

Special Issue: Selected papers from the 11th Toulon-Verona International Quality Conference
Guest Editor(s): Jacques Martin and Claudio Baccarani

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Articles
Article No:	Article Information:
1798786	Using critical incident technique (CIT) to capture the voice of the student Jacqueline A. Douglas, Robert McClelland, John Davies, Lyn Sudbury (pp. 305-318) Keywords: Critical incident technique, Feedback, Higher education, Questionnaires, Students, United Kingdom ArticleType: Research paper View HTML \| View PDF (152 KB) \| Reprints & Permissions
1798787	The application of quality function deployment in service quality management Andreas Andronikidis, Andreas C. Georgiou, Katerina Gotzamani, Konstantina Kamvysi (pp. 319-333) Keywords: Analytical hierarchy process, Competitive advantage, Customer requirements, Customer satisfaction, Quality function deployment, Service industries ArticleType: Research paper View HTML \| View PDF (353 KB) \| Reprints & Permissions
1798788	Process improvement measures in social area organisations: A study in institutions for elderly: survey results Glória Antunes, António Pires, Virgílio Machado (pp. 334-352) Keywords: Elder care, Nursing homes, Performance management systems, Performance measures, Portugal, Quality improvement ArticleType: Research paper View HTML \| View PDF (367 KB) \| Reprints & Permissions
1798789	Collaborative innovation in tourism: managing virtual communities D. Baglieri, R. Consoli (pp. 353-364) Keywords: Consumer behaviour, Customer relations, Innovation, Internet shopping, Tourism, Virtual organizations ArticleType: Research paper View HTML \| View PDF (148 KB) \| Reprints & Permissions
1798790	Patient satisfaction and communication as competitive levers in dentistry Alessandra Mazzei, Vincenzo Russo, Alberto Crescentini (pp. 365-381) Keywords: Customer relations, Customer satisfaction, Customer services quality, Dentistry, Job evaluation ArticleType: Research paper View HTML \| View PDF (361 KB) \| Reprints & Permissions
1798791	Organisational culture, job satisfaction and higher education service quality: The case of Technological Educational Institute of Larissa Panagiotis Trivellas, Dimitra Dargenidou (pp. 382-399) Keywords: Greece, Higher education, Job satisfaction, Organisational culture, Service quality ArticleType: Research paper View HTML \| View PDF (168 KB) \| Reprints & Permissions
1798792	Can quality become tangible for health service users? Marta Ugolini (pp. 400-412) Keywords: Charters, Communication, Customer satisfaction, Italy, National Health Service, Organizational structures ArticleType: Case study View HTML \| View PDF (207 KB) \| Reprints & Permissions
1798793	Mastering performance through quality and networking Sandra Bertezene, Jacques Martin (pp. 413-428) Keywords: Customer services quality, France, Nursing homes, Performance management, Social services ArticleType: Research paper View HTML \| View PDF (103 KB) \| Reprints & Permissions
1798794	Probabilistic expert systems for managing information to improve services M.F. Renzi, P. Vicard, R. Guglielmetti, F. Musella (pp. 429-442) Keywords: Cause and effect analysis, Customer satisfaction, Information management, Process management, Quality management, Total quality management ArticleType: Research paper View HTML \| View PDF (319 KB) \| Reprints & Permissions

Brief about TVC for special issue of The TQM Journal

Brief about TVC for special issue of The TQM Journal
Item No:	Item Information
1798795	Brief about TVC for special issue of The TQM Journal Vol : 21 Issue: 4 Special Issue: Selected papers from the 11th Toulon-Verona International Quality Conference View HTML