The TQM Journal: Volume 34 Issue 3

Institutions and technology in the value co-creation process of restaurant consumers: a service-dominant logic perspective

Gabriella Scarlett, Ricky Reksoprawiro, Novi Amelia, Alexander Joseph Ibnu Wibowo

This study aims to examine the influence of institutions and technology on value co-creation outcomes. These outcomes include strategic benefits, value-in-context and novel…

Framing the visitor experience in sacred places

Mujde Bideci, Caglar Bideci

The purpose of this study is to explore the dimensional structure of visitor experience in a sacred place based on the framing process.

Locally focused and digitally oriented: examining eco-museums' digitization in a service quality management perspective

Rocco Palumbo, Maria Vincenza Ciasullo, Massimiliano Matteo Pellegrini, Andrea Caputo, Mario Turco

Eco-museums safeguard the cultural authenticity and the historical identity of the place in which they operate. Conventional organizational models and management practices are…

Environmental effects of ISO 9001 and ISO 14001 management system implementation in SSCM

Dominik Zimon, Peter Madzík, Scott Dellana, Robert Sroufe, Muhammad Ikram, Kateryna Lysenko-Ryba

Comprehensive management systems such as ISO 9001 or ISO 14001 are designed to help organizations improve processes, ensure customer satisfaction, efficient information flow…

Voice of the customer as a tool for service quality analysis in public transport

Paula Jach, Jiju Antony, Scott Paul Thomson, Beth Cudney, Sandra Furterer

The purpose of this paper is to explore the voice of the customer (VOC) of public transport (PT) users and non-users and to identify the role VOC plays in PT service quality…

Customer lifetime value: investigating the factors affecting attitudinal and behavioural brand loyalty

Ala' Omar Dandis, Mohammad Badi' Al Haj Eid

This paper investigates the factors affecting customer lifetime value from an attitudinal and behavioural brand loyalty perspective in the Internet service industry. Specifically…

Patterns emerging from the TQM paradigm in relation to the 21st century complex context within TQM journal

Everard van Kemenade

The purpose of this research is to explore the deployment of the total quality management (TQM) paradigm in the TQM Journal in relation to the context of the 21st century. The…

Production planning, monitoring and review: comparison between the practices in an urban rail transit megaproject with the Last Planner System

Sheila Belayutham, Rabiatul Nurul Akmar Mohamad Jaafar, Herda Balqis Ismail, Che Khairil Izam Che Ibrahim

Megaprojects are typically very expensive public-centred projects that leave little space for any mismanagement or deficient planning, which could affect the project adversely…

Critical success factors and challenges for Lean Startup: a systematic literature review

Fabiane Letícia Lizarelli, Alexandre Fonseca Torres, Jiju Antony, Renan Ribeiro, Willem Salentijn, Marcelo Machado Fernandes, Afonso Teberga Campos

The term Lean Startup (LS) was coined by Eric Ries, and his 2011 book has popularized the concept with organizations, both startups and established organizations, implementing LS…

Innovation mediating relationship between TQM and performance: cases of industrial certified companies

Meriem Khalfallah, Anis Ben Salem, Hajer Zorgati, Lassaad Lakhal

The purpose of this research is to analyze the reciprocal relation between total quality management (TQM) and innovation (product innovation and process innovation) and their…

Development of a multi-item Operational Excellence scale: Exploratory and confirmatory factor analysis

Bilal Saeed, R. Tasmin, Ayyaz Mahmood, Aamer Hafeez

Considering the relevance of operational excellence as a business strategy, organizations are striving to improve themselves by adopting best practices and universally accepted…