International Journal of Quality and Service Sciences: Volume 3 Issue 3

Customer aggression, emotional dissonance and employees' well‐being

Ruhama Goussinsky

The purpose of this paper is to explore the mediating role of emotional dissonance in the customer aggression‐job‐induced tension relationship and the role of job autonomy in…

Empowering leadership and the influence of a humorous work climate on service employees' creativity and innovative behaviour in frontline service jobs

Terje Slåtten, Göran Svensson, Sander Sværi

The purpose of this paper is to describe and explain the relationships between empowering leadership and a humorous work climate; and service employees' creativity and innovative…

Application of QFDE on greenhouse gas reduction strategy

Satoko Otani, Shu Yamada

Global warming has become one of the most important issues in today's world, and business behavior to prevent global warming is receiving more attention from stakeholders…

Healthcare matching: conditions for developing a new service system

Lars Nordgren

The purpose of this paper is to outline the conditions for a new service system in healthcare, which will be able to match the available capacity in and between healthcare units…

Happy people manage better in adverse services

Katarina Hellén, Maria Sääksjärvi

The purpose of this paper is to focus on the formation of service perceptions in services that are stressful and unpleasant for customers, e.g. healthcare services. The authors…

Continuous improvement put into practice: Alternative approaches to get a successful quality program

Dag Swartling, Daniel Olausson

The purpose of this paper is to contribute to the existing body of knowledge about what distinguishes effective continuous improvement (CI) approaches and to explain some of the…