International Journal of Quality and Service Sciences: Volume 8 Issue 2

Designing conceptual model of after-sales services, in companies producing the capital goods, with the idea of value co-creation

Gholamreza Tavakoli, Majid Feyz Arefi, Omid Heidari, Masoumeh Mirjafari

This study aims to identify the key activities after sales and the intended criteria by the customers, considering their expected services after the product purchase process.

How communicative leadership influences co-workers’ health – a quality management perspective

Ingela Bäckström, Pernilla Ingelsson, Catrin Johansson

The purpose of this paper is to describe leaders’ views on how Communicative Leadership influences co-worker health by comparing their opinions with the health-related values…

Lean Six Sigma in higher education institutions

M. Vijaya Sunder

This paper aims to illustrate the application of Lean Six Sigma (LSS) in higher education institutions (HEIs). A real-time case study presented as part of the paper highlights the…

Investigating patient loyalty: An integrated framework for trust, subjective norm, image, and perceived risk (a case study in Depok, Indonesia)

Medi Yarmen, Sik Sumaedi, I Gede Mahatma Yuda Bakti, Tri Rakhmawati, Nidya Judhi Astrini, Tri Widianti

This research aims to investigate the simultaneous effect of trust, subjective norm, image and perceived risk on patient loyalty.

The missing link in systems thinking: The impact of infrastructure on organizational change

Jostein Langstrand

Systems thinking is well established as an important perspective within the management field. However, the perspective is not always as all-encompassing as sometimes argued. This…

A systematic review of quality of student experience in higher education

Adrian Heng Tsai Tan, Birgit Muskat, Anita Zehrer

The purpose of this paper is to identify and synthesize major streams of research on quality of student experience in higher education, to present an agenda for future research.

Building an organizational culture when delivering commercial experiences – the leaders’ perspective

Maria Eriksson, Pernilla Ingelsson

The purpose of this paper is to identify, present and analyze the strengths and weaknesses mentioned by leaders when describing how their organization works with creating customer…