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

Organizational learnability and innovability: A system for assessing, diagnosing and improving innovations

Su Mi Dahlgaard‐Park, Jens J. Dahlgaard

The purpose of this paper is to present and discuss the development of a system for assessing and improving technology development and innovations. The system components comprise…

A simplified lean method to capture customer voice

Robert Teehan, Walter Tucker

This paper tested a model to collect the voice of the customer to improve service delivery in call centers using the concept of failure demand. Customer responses are quantified…

Service quality implementation: problems and solutions

Moshe Sharabi, Moshe Davidow

The purpose of this paper is to highlight the problems in the measurement of service quality, why management seems to ignore some of the costs of poor service quality, as well as…

Quality improvement activities in Swedish industry: drivers, approaches, and outcomes

Bozena Poksinska, Jostein Pettersen, Mattias Elg, Jörgen Eklund, Lars Witell

This paper aims to present and discuss the current state of quality‐improvement activities in Swedish companies. The paper focuses on the drivers for quality improvement; types of…

Understanding professional service delivery

Kate Walsh, Judith R. Gordon

The purpose of this paper is to apply concepts from organizational and social identity theories to theoretically consider different ways that professional service providers…

Improving the prerequisites for customer satisfaction and performance: A study of policy deployment in a global truck company

Bo Edvardsson, Anders Gustafsson, Lars‐Uno Roos

The paper aims primarily to describe and analyze how the strategic and operational relationship with independent dealers has been improved and controlled. The paper also aims to…

Service quality in higher education – a review and research agenda

Parves Sultan, Ho Yin Wong

The purpose of this paper is to explore the critical research issues in terms of service quality in higher education.