International Journal of Quality and Service Sciences: Volume 12 Issue 3

Key middle manager trustworthy behaviours that enhance operator participation in continuous improvement systems

Alvaro Lleo, Elisabeth Viles, Daniel Jurburg, Javier Santos

This paper aims to identify key middle manager trustworthy behaviours that encourage employees’ participation in continuous improvement activities in industrial contexts.

A critical review of alternative measures of telecommunications service quality

Abd-Elrahman Hassanein Abd-Elrahman, Sally Ali Hassan, Azza Abd-Elkader El-Borsaly, Eglal Abd-Elmoneim Hafez

The purpose of this paper is to review the service quality (SQ) models established in various empirical studies conducted across the world specifically applied to…

Capacity development for innovation in the public sector

Klas Palm

The public sector seems to have a culture and structure for control and improvement of ongoing activities but lacks the culture and structures for innovation. Thus, capacity…

Service employees’ personality, customer orientation and customer incivility

Sandra A. Kiffin-Petersen, Geoffrey N. Soutar

The purpose of this study is to examine the mediating role customer orientation plays in the relationship between service employees’ personality and their perceived experiences of…

The effect of supermarket service quality dimensions and customer satisfaction on customer loyalty and disloyalty dimensions

Neale Slack, Gurmeet Singh, Shavneet Sharma

This paper aims to examine the effect of service quality dimensions and customer satisfaction on customer repurchase intention, word-of-mouth, complaining behaviour and price…

Measuring hospital process service quality: emerging technologies’ challenge

Min Zhang, Lu Wang, Ran Wang, Jingjing Xiong

In the mobile internet era, the path and mechanism of hospital patient-perceived quality have been changed radically. The purpose of this study is to develop a scale that…

Different role of hotel CSR activities in the formation of customers’ brand loyalty

Jiseon Ahn, Man Ling Wong, Jookyung Kwon

Given the important role of corporate social responsibility (CSR) to enhance company performance, the purpose of this paper is to fill the existing gaps in the hotel CSR…

Listening to bank customers: the meaning of trust

Aviv Kidron, Yvonne Kreis

In banking services, trust is crucial to any relational exchange situation. Using the example of Israeli banks, the main research question driving this paper is – What are the…

Service quality in higher education institutions: qualitative evidence from the students’ perspectives using Maslow hierarchy of needs

Jawad Abbas

Higher education institutions (HEIs) are responsible for training and transforming the students into valuable resources. Although students are believed to be the principal…

Improving ICU transitional care by combining quality management and nursing science – two scientific fields meet in a systematic literature review

Lilly-Mari Sten, Pernilla Ingelsson, Ingela Bäckström, Marie Häggström

The purpose of this literature review was to explore to what extent quality management (QM) and nursing science offer complementary perspectives to provide better quality care, by…