Table of contents - Special Issue: Measuring and diagnosing excellence in services
Guest Editors: Su Mi DahlgaardPark
Towards a human‐oriented metrology for improvement and change
Su Mi Dahlgaard‐ParkAn overall aim with a new human‐oriented TQM metrology is to help managers in giving answers to the questions of what to measure, how to measure and why? It is the purpose of this…
Practice follows structure: QM in Malaysian public hospitals
Abd Manaf Noor HazilahThe main aim of this study is to provide an empirical analysis on the practice of quality management among employees of Malaysian public hospitals at the district, state and…
Quality in NHS hospitals: no one knows better than patients
Eleonora Karassavidou, Niki Glaveli, Chrissoleon T. PapadopoulosNational Health Systems (NHS) experience low trust and lack of public confidence while receiving strong pressure from governments and societies to improve their quality and…
Management practices driving sustained business success
Lars Grønholdt, Anne MartensenThe purpose of this paper is to examine how different management practices drive key financial performance and business success in Danish companies.
Investigating the complex drivers of loyalty in e‐commerce settings
Norizan Mohd Kassim, Salaheldin IsmailThe purpose of this paper is to investigate how perceived service quality, satisfaction and trust determine loyalty in e‐commerce settings at the level of construct dimensions.
Organizational service orientation and its role in service performance formation: evidence from Polish service industry
Wieslaw UrbanThe paper seeks to evaluate the state of organizational service orientation in service industry in Poland; also to examine the influence of service orientation on key service…
Importance‐performance analysis of service attributes and its impact on decision making in the mobile telecommunication industry
Vahid Pezeshki, Alireza Mousavi, Susan GrantCustomer relationship management (CRM) strategies rely heavily on the importance and performance of the attributes that define a service. The aim of this paper is first to…
ISSN:
1368-3047Online date, start – end:
1997Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Mr Jos Van Iwaarden
- Professor Giovanni Schiuma