International Journal of Quality and Service Sciences: Volume 7 Issue 1

An empirical investigation to determine patient satisfaction factors at tertiary care hospitals in India

J Rama Krishna Naik, Byram Anand, Irfan Bashir

– The purpose of this study is to investigate and test a six-factor model that explains considerable variation in patient satisfaction with tertiary care hospitals in India.

A sustainable business model in services: an assessment and validation

Nils M. Høgevold, Goran Svensson, Carmen Padin

– The purpose of this paper is to explore and describe a sustainable business model in a service industry.

Agencies, it’s time to innovate!: Exploring the current understanding of the Swedish government’s call for innovation

Klas Palm, Johan Lilja, Håkan Wiklund

The purpose of this paper is to explore the phenomenon of innovation in the current Swedish governmental administration system. More specifically, the paper explores the current…

Customer aggression, felt anger and emotional deviance: the moderating role of job autonomy

Ruhama Goussinsky

The purpose of this study is to examine whether emotional deviance in response to customer aggression and employees’ feelings of anger is likely to be influenced by perceived job…

Facilitating system-wide organizational change in health care

Anna Westerlund, Rickard Garvare, Elisabet Höög, Monica Elisabeth Nyström

The purpose of this paper was to investigate the role of an intra-organizational change facilitating function (CFF) in relation to a multi-level development initiative in a health…

Customer experience management and business performance

Lars Grønholdt, Anne Martensen, Stig Jørgensen, Peter Jensen

– The purpose of this paper is to examine how essential dimensions of customer experience management (CEM) drive business performance in Danish companies.

From service quality to experience – and back again?

Jon Sundbo

This paper aims to analyse the movement in the focus on customers within service management and marketing theories and service research that has taken place during the past three…

Excellence models in the public sector. Relationships between enablers and results

Hendry Raharjo, Roberta Guglielmetti Mugion, Henrik Eriksson, Ida Gremyr, Laura Di Pietro, Maria F Renzi

The purpose of this study is to identify possible correlations between the stated “enablers” and “results” in excellence models, and to explain how different variables contribute…