International Journal of Quality and Service Sciences: Volume 14 Issue 1

Investigating service innovation, bank reputation and customer trust: evidence from Indian retail banking

Abhijeet Biswas, Deepak Jaiswal, Rishi Kant

Global proliferation had a noteworthy impact on the Indian retail banking industry and mushrooming banks have entailed to emphasize on customer satisfaction (CS) quotient to…

Motivations for ISO 9001 quality management system implementation and certification – mapping the territory with a novel classification proposal

Luis Miguel Fonseca, Maria Cristiana Cardoso, Maria Henriqueta Nóvoa

This paper aims to identify and characterize the motivations for ISO 9001 quality management system (QMS) implementation and certification, with a novel, valid and…

Rewards and employee creativity among rural healthcare employees: the mediating role of organizational support for innovation and the moderating impact of supervisory support

Samuel T. Opoku, Bettye A. Apenteng, Kwabena G. Boakye

This paper aims to explore the mediating effect of organizational support for innovation and moderating impact of supervisory support on how rewards shape employee creativity…

Russian government quality award: 25 years towards organizational excellence

Tatiana Salimova, Su Mi Dahlgaard-Park, Lyudmila Biryukova, Julia Palkina, Natalia Vatolkina

The purpose of this paper is to review the Russian Federation Government Quality Award (RFGQA) over its 25-year existence.

Servitization in the creative and cultural industries

Jon Sundbo, Luis Rubalcaba, Faïz Gallouj

This paper aims to develop a conceptual framework for understanding the role of servitization in the creative and cultural industries (CCI).

The role of switching cost in the e-service recovery framework among banking customers

Ajay Jose, Sonia Mathew, Rejikumar G., Dony Peter Chacko, Ajith K. Thomas

The emergence of tech-driven initiatives in retail banking has created a vast spectrum of system-related service failures; hence, e-service recovery quality is of prime importance…

Collaborating in a health-care process: partner, not customer

Margareta Karlsson

The internal customer concept is used with different definitions and purposes in research and in practice – an ambiguity with implications for both scholars and practitioners. The…

Service recovery in unaffected consumers: evidence of a recovery paradox

Marcus Wardley

This paper aims to examine the effects of a general service recovery effort in consumers who were not victims of the service failure.

Knowledge has no value until it is shared: an empowering leadership perceptive

Misbah Hayat Bhatti, Umair Akram, Muhammad Hasnat Bhatti, Tabassum Riaz, Nausheen Syed

The effect of empowering leadership on knowledge sharing is well defined, but factors that stimulate employees for knowledge sharing are still limited. Therefore, this study aims…