The TQM Journal: Volume 35 Issue 5

Guest editorial: The 24th excellence in services international conference – EISIC conference

Maria Vincenza Ciasullo, Claudio Baccarani, Federico Brunetti, Jacques Martin

An integrated learning framework of corporate training system: a grounded theory approach

Sergio Barile, Maria Vincenza Ciasullo, Mario Testa, Antonio La Sala

Rooting in the literature on training and laying on Kirkpatrick model, this paper aims to explore key drivers of corporate training to identify how they can be combined into an…

Digitalization and academic research: knowing of and using digital services and software to develop scientific papers

Federico Brunetti, Angelo Bonfanti, Andrea Chiarini, Virginia Vannucci

This paper explores how digitalization affects the academic research publication process by taking into account the perspective of management scholars. It provides an overview of…

The effects of chatbots’ attributes on customer relationships with brands: PLS-SEM and importance–performance map analysis

Francesca Magno, Giovanna Dossena

Many firms are investing in digital services to improve customer experiences. Virtual service agents, or “e-service agents” (“e-agents”) such as chatbots, are examples of these…

Total quality service in digital era

Francesco Schiavone, Maria Cristina Pietronudo, Annamaria Sabetta, Marco Ferretti

Total quality management is a valuable approach to continuously improve the quality of organizations; however, scholars debate its applicability to services, which require…

Developing Internet of Things-related ISO 10001 Hand Hygiene Privacy Codes in healthcare

María Belén Ortiz, Stanislav Karapetrovic

Augmentation of an ISO 10001 code system for healthcare worker (HW) satisfaction with ISO/IEC 27701 and ISO/IEC 29184 privacy-related subsystems is shown. Four specific codes…

Turning crises into opportunities in the service sector: how to build antifragility in small and medium service enterprises

Vincenzo Corvello, Saverino Verteramo, Carlo Giglio

This work aims at investigating the variables that foster antifragility in the context of small and medium-sized service companies (service SMEs).

On-campus accommodation service quality: the mediating role of students' satisfaction on word of mouth

Linda Gabbianelli, Tonino Pencarelli

Based on the main studies presented in the literature, this work aims to examine the level of student satisfaction towards the on-campus accommodation service provided by an…

Triggering a patient-driven service innovation to foster the service ecosystem well-being: a case study

Antonietta Megaro, Luca Carrubbo, Francesco Polese, Carlo Alessandro Sirianni

The aim of this paper is to understand if service innovation (Helkkula et al., 2018), based on artificial intelligence (AI) systems, may guarantee healthcare service ecosystem…

Ambidexterity and Agile project management: an empirical framework

Daniele Binci, Corrado Cerruti, Giorgia Masili, Cristina Paternoster

The purpose of this study is to explore the agile project management (APM) approach through the contextual ambidextrous lens by overcoming the traditional perspective that…

Sustainability reporting as a 21st century problem statement: using a quality lens to understand and analyse the challenges

Swaminathan Ramanathan, Raine Isaksson

This paper explores quality science and quality management as a potential pathway to resolve the challenges of corporate sustainability reporting (CSR) by establishing the need…

The sustainability opportunity study (SOS) – diagnosing by operationalising and sensemaking of sustainability using Total Quality Management

Raine Isaksson, Swaminathan Ramanathan, Max Rosvall

A key issue to manage sustainability is to be able to operationalise it. Relevant indicators require an appropriate definition of sustainability and sustainable development for…