International Journal of Quality and Service Sciences: Volume 9 Issue 1

Key enabling factors for organizational ambidexterity in the public sector

Klas Palm, Johan Lilja

The capability of an organization to perform not only incremental quality improvements to the existing processes and products but also innovative or radical improvements that…

The impact of service quality, customer engagement and selected marketing constructs on airline passenger loyalty

Raditha Hapsari, Michael D. Clemes, David Dean

This study aims to empirically analyse the determinants of airline passenger loyalty in the high-frills Indonesian airline industry. The interrelationships among passenger…

Effects of total quality management in local authorities

Evangelos Psomas, Fotis Vouzas, Nancy Bouranta, Mary Tasiou

The purpose of this study is to determine the main total quality management (TQM) factors adopted and the respective results achieved by local authorities – municipalities…

Understanding negative emotions in services through teleological actions

Carmen Padin, Göran Svensson

The purpose of this paper is to conceptualize and describe how service providers’ and service receivers’ teleological actions relate to negative emotions after critical incidents…

The role of facilitators as partial signalers in the context of value perception

Ivan Russo, Ilenia Confente, Ayman Omar

This paper aims to investigate the role of qualified professionals acting as facilitators. These intermediaries can help to reduce information asymmetry between the manufacturer…

Perceived quality of administrative services and its consequences on students’ behavioral intentions

Mohammad Hani Al-Kilani, Naseem Twaissi

This study aims to assess students’ perceived quality of university administrative services, and reconnoiter the disparities in their perceptions according to their gender and…

Effectiveness of employee suggestion schemes – from critical success factors to outcomes

Flevy Lasrado, Bostjan Gomiseck, Christopher Uzbeck

Past studies have noted the important role of employee suggestion system (ESS) within the organizations. The use of ESS has been shown to help organizations address improvement…