International Journal of Quality and Service Sciences: Volume 11 Issue 1

Service failure and recovery in technology-based business networks

João Reis, Marlene Amorim, Nuno Melão

This paper aims to investigate how service providers are using their channels to support the handling of customer complaints in a technology-based business network (Tb2N…

The relationship between internal integration and manufacturing flexibility in the Egyptian industry

Magdy A. Khalaf, Mohamed Yehia El Mokadem

This paper aims to empirically investigate the triadic relationship between internal integration, internal flexibility and external flexibility.

Developing a model of vendor rating to manage quality in the supply chain

Gilberto Santos, Federica Murmura, Laura Bravi

This paper aims to present a model developed by an Italian company, Gamma, that produces technologically high-precision components, with the objectives of defining a model of…

Quality and perceived value in career guidance e-services

Nicola Cobelli, Angelo Bonfanti, Serena Cubico, Giuseppe Favretto

This paper aims to empirically examine career guidance services in terms of e-service quality, information quality and perceived value. It specifically examines students’…

The effect of service recovery on customer loyalty: the role of perceived food safety

Nancy Bouranta, Evangelos Psomas, Fotis Vouzas

This study aims to focus on the food industry and empirically examine the mediating role of consumers’ perceived food safety on the relationship between a company’s service…

Determinants of behavioural intentions in the audit market

Asmerom Atewebrhan Ghebremichael

This study uses conceptualizations and models of service quality and behavioural intentions from the service marketing and audit quality literature to investigate the influence of…

Reconceptualizing TQM in service ecosystems: an integrated framework

Francesco Polese, Massimiliano Vesci, Orlando Troisi, Mara Grimaldi

The purpose of this paper is to reconceptualize Total Quality Management (TQM) in the light of service ecosystem view through the identification of dimensions underlying both the…

Service dominant logic and primary care services

May-Kristin Vespestad, Anne Clancy

The purpose of this study is to explore perceptions of successful collaboration by a group of professionals in primary health care, using service-dominant logic (SDL) as a…