International Journal of Quality and Service Sciences: Volume 15 Issue 2

Editorial: Efficiency, effectiveness, and productivity – widely used, but often misunderstood in healthcare

Ajit Kumar

Stimulating HRM practices through innovative culture: an empirical study on the UAE’s government agencies

Mohammed Alosani, Hassan Al-Dhaafri

There is an assumption that innovative culture is considered to contribute to improving human resource management (HRM) practices. However, very little is known about this topic…

Development of a student-centred manual using appreciative inquiry

Olusanjo Fadiya

Unlike common evaluation procedures where students are only used to gather information without being involved in the utilisation of the information, the procedure applied in this…

Readiness for agile-sustainability in health-care organizations

Albi Thomas, M. Suresh

This study aims to identify the agile-sustainability readiness factors and analyze them in the context of health-care organization. In this study, agile-sustainability refers to…

Mapping the concept of online purchase experience: a review and bibliometric analysis

Mohammad Anas, Mohammed Naved Khan, S.M. Fatah Uddin

Modern businesses strategically focus on improving the online purchase experience (OPE) of customers to acquire a long-term competitive edge. However, the intellectual knowledge…

Improving service quality through customer feedback – the case of NPS in IBM’s training services

Alexander Ziegler, Thomas Peisl, Robert Raeside

The paper extends the discussion on the merit of using a net promoter score (NPS) to enhance the service design of organisations and to facilitate quality monitoring and…