The TQM Journal: Volume 21 Issue 4

Using critical incident technique (CIT) to capture the voice of the student

Jacqueline A. Douglas, Robert McClelland, John Davies, Lyn Sudbury

The aim of this paper is to compare the use of critical incident technique (CIT) for gathering student feedback in higher education (HE) with the more traditional and commonly…

The application of quality function deployment in service quality management

Andreas Andronikidis, Andreas C. Georgiou, Katerina Gotzamani, Konstantina Kamvysi

The purpose of this paper is to promote successful application of quality function deployment (QFD) combined with quantitative techniques in service organizations.

Process improvement measures in social area organisations: A study in institutions for elderly: survey results

Glória Antunes, António Pires, Virgílio Machado

The main objective of this study is to develop a strategy for implementing various quality measurement tools as part of a continuous improvement programme in institutions for the…

Collaborative innovation in tourism: managing virtual communities

D. Baglieri, R. Consoli

This paper seeks to focus on the role of virtual communities as a means to boost tourist product innovation by leveraging customer relationships. Its purpose is to offer a deeper…

Patient satisfaction and communication as competitive levers in dentistry

Alessandra Mazzei, Vincenzo Russo, Alberto Crescentini

The purpose of this paper is to ascertain the most relevant quality factors and communication activities that are suitable as competitive levers in dentistry.

Organisational culture, job satisfaction and higher education service quality: The case of Technological Educational Institute of Larissa

Panagiotis Trivellas, Dimitra Dargenidou

The purpose of this paper is to examine the influence of organisational culture and job satisfaction on the quality of services provided in higher education and to raise questions…

Can quality become tangible for health service users?

Marta Ugolini

This paper aims to contribute to solving the problem of communicating quality to service users. In particular, it seeks to focus on how to render quality tangible for the users…

Mastering performance through quality and networking

Sandra Bertezene, Jacques Martin

This paper aims to find ways to improve the performance of social and medical establishments through a new organizational structure and the use of quality management methods.

Probabilistic expert systems for managing information to improve services

M.F. Renzi, P. Vicard, R. Guglielmetti, F. Musella

The purpose of this paper is to propose the use of probabilistic expert systems (PES), as a tool for managing complex multivariate and highly structured information. The aim of…

Brief about TVC for special issue of The TQM Journal