The TQM Journal: Volume 29 Issue 1

Do research supervisors generate beneficial learning outcomes for learners?

Shirley M.C. yeung

The purpose of this paper is to explore the learning outcomes of students and the importance of research supervisors in writing research.

Customer loyalty in telecom service sector: the role of service quality and customer commitment

Ernest Emeka Izogo

The purpose of this paper is to examine how firms can influence customer loyalty through customer commitment by leveraging two constructs of service quality: service assurance and…

Revising satisfaction and dissatisfaction indexes of the Kano model by reclassifying indifference requirements: A case study of the presidential elections

Arash Shahin, Somaye Mohammadi, Hossein Harsij, Mahmoud Reza Rahbar Qazi

The purpose of this paper is to revise the Kano evaluation table and separating indifference attributes in order to develop satisfaction and dissatisfaction indexes.

Service quality and customer satisfaction in thermal tourism

Cecilia Silvestri, Barbara Aquilani, Alessandro Ruggieri

Satisfaction in the tourism sector is a highly sensitive subject, and customer satisfaction (CS) has a significant impact on the choice of destinations made by tourists and on the…

Evolution of top management’s understanding of product quality in Eastern Europe since the end of communism: The case of Bulgaria

Svetoslav Georgiev, Emil Georgiev

The purpose of this paper is to analyse the evolution of top management’s understanding of product quality in Bulgaria since the end of communism. The study examines three…

Interrelationships among quality enablers, service quality, patients’ satisfaction and loyalty in hospitals

Ehsan Sadeh

The purpose of this paper is to clarify how enablers of quality management can secure the satisfaction and loyalty of patients through increasing service quality in hospitals.

Assessment of the degree of process approach implementation in Polish businesses

Alicja Gębczyńska, Andrzej Bujak

The purpose of this paper is to assess the degree of process approach implementation in the businesses studied and to identify the major motives behind the actions undertaken in…

Leader personality traits and employee job satisfaction in the media sector, Kenya

Mary Agnes Wambui Kiarie, Loice C. Maru, Thomas Kimeli Cheruiyot

The purpose of this paper is to determine the effect of leader personality traits on employee job satisfaction. A leader personality trait on employee job satisfaction remains a…

Identifying the critical determinants of TQM and their impact on company performance: Evidence from the hotel industry of Greece

Nancy Bouranta, Evangelos L. Psomas, Angelos Pantouvakis

The purpose of this paper is to enrich the existing literature by determining the underlying structure (latent factors) of total quality management (TQM) practices and their…

Improving health care quality: the implementation of whistleblowing

Maria Vincenza Ciasullo, Silvia Cosimato, Rocco Palumbo

In line with the current literature, the purpose of this paper is to contribute to a better understanding of whistleblowing procedures and their influence on overall…

A systematic literature review on total quality management critical success factors and the identification of new avenues of research

Barbara Aquilani, Cecilia Silvestri, Alessandro Ruggieri, Corrado Gatti

The purpose of this paper is to present a systematic literature review to identify new avenues of research in line with the ongoing changes in quality and management required to…

Obituary