International Journal of Quality and Service Sciences: Volume 13 Issue 2

How should a team be rewarded to improve quality performance of NPD?

Alejandro Bello-Pintado, Frederic Marimon, Javier Merino Diaz de Cerio

This paper aims to analyze the impact of team rewards (TR) on quality performance of new product development (NPD). In particular, the authors analyze whether the use of TR…

Employees’ psychological capital and innovative behavior in higher education

Barbara Rebecca Mutonyi

The purpose of this study is to examine the role of psychological capital (PsyCap) among employees in the higher education (HE) sector. Specifically, the aim of this paper is…

Measuring maturity of value co-creation practices and its influence on market performance

Luciana Ronchi, Gerson Tontini, Carlos Eduardo Carvalho

The purpose of this paper is to propose a model to measure maturity in value co-creation practices and to evaluate its relationship with the market performance of textile…

Cross-cultural comparability of customer satisfaction measurement – the case of mobile phone service providers

Promporn Wangwacharakul, Silvia Márquez Medina, Bozena Bonnie Poksinska

Customers from different cultures might have different expectations and perceptions of quality, leading to different levels of satisfaction. Together with the construct and…

Advantages and disadvantages of developing an enterprise resource planning to manage quality in an accredited reality. COSMOB S.p.A case study

Laura Bravi, Federica Murmura, Gilberto Santos, Luca Tomassini, Alessio Gnaccarini

This study aims to analyze the innovations introduced, with reference to enterprise resource planning, in the Italian wood–furniture sector, focusing attention on the COSMOB…

Evaluating service quality and performance of higher education institutions: a systematic review and a post-COVID-19 outlook

Mark Anthony Camilleri

This study aims to present a systematic review on service quality in higher education. It discusses about the latest opportunities and challenges facing higher educational…

Conceptions of quality as family resemblances

Mark Francis, Ron Fisher, Malin Song

To consider how quality should be conceptualized to improve understanding for researchers and practitioners, some researchers have discussed quality in terms of an essence or…

Understanding the impact of the relationship quality on customer loyalty: the moderating effect of online service recovery

Shu-Mei Tseng

The purpose of this study is to examine the impact of the relationship quality on customer loyalty. The moderating role played by online service recovery in this study is further…

Service workers and “difficult customers”: quality challenges at the front line

Iddo Gal, Dana Yagil, Gil Luria

The purpose of this paper is to contribute to the literature on service quality and value co-creation and co-destruction by unpacking the phenomenon described as “difficult…