International Journal of Quality and Service Sciences: Volume 14 Issue 2

Designing a quality scorecard (QSC) for system integration in the era of Industry 4.0

Hye Young Roh, Shujaat Ali, Hojun Song, Wan Seon Shin

This study aims to investigate the criteria to measure and manage a software project’s quality indicator elements needed to implement system integration in the Industry 4.0 era.

Social commerce isn’t the cherry on the cake, its the new cake! How consumers’ attitudes and eWOM influence online purchase intention in China

Muhammad Bilal, Umair Akram, Hassan Rasool, Xiaoyan Yang, Yasir Tanveer

In the recent decade, social media popularity and growth have boosted the development of social commerce (SC). This study aims to explore the significant impact of guanxi (关系…

Frontline nurses’ appraisal of organizational attractiveness and the role of management support, interdepartmental collaboration climate and service quality of care

Terje Slåtten, Gudbrand Lien

This paper aims to examine the factors related to organizational attractiveness (OA), a concept originating in the strategy of employer branding. Previous research on OA has…

From quality control to TQM, service quality and service sciences: a 30-year review of TQM literature

Chi-Kuang Chen, Lidia Reyes, Jens Dahlgaard, Su Mi Dahlgaard-Park

This paper aims to review total quality management (TQM) literature in the past three decades to identify the quality related key terms, to analyse their linkage among the…

Customer reciprocity in greening: the role of service quality

Debarati Basu, Kamalika Chakraborty, Shabana Mitra, Nishant Kumar Verma

Firms are increasingly making customers key stakeholders in their greening processes, requiring them to voluntarily use their resources to benefit the firm. In this context, this…

Exploring perceived innovation in building customers’ patronizing behavior in the food delivery service context

Jiseon Ahn

In the food delivery industry, mobile applications have become an important platform for providing services and interacting with customers. Thus, this study aims to examine…

Examining the impact of E-supply chain on service quality and customer satisfaction: a case study

Maryam Abdirad, Krishna Krishnan

The purposes of this study are to introduce the concept of service quality (SQ) in E-Supply chain management (E-SCM) and its impact on increasing customer satisfaction (CS) and…

Failure factors in healthcare quality improvement programmes: reviewing two decades of the scientific field

Noe Vaz, Claudia Araujo

Quality improvement is imperative for healthcare organisations. Despite the importance of the topic, many efforts have been wasted on failed improvement programs. Various studies…

Customer experience in digital banking: a review and future research directions

Shilpa Chauhan, Asif Akhtar, Ashish Gupta

This study aims to demonstrate digital banking’s influence on customers’ evaluation of service experience and develop a framework identifying the most significant variables of…