International Journal of Quality and Service Sciences: Volume 10 Issue 3

Critical success factors in the management of ideas as an essential component of innovation and business excellence

Gilberto Santos, José Afonseca, Nuno Lopes, Maria João Félix, Federica Murmura

This research aims to focus on the idea management system (IMS) with the main purpose of identifying and describing the factors that promote success in managing ideas, grounded on…

Revisiting the importance of casual dining experience quality: an empirical study

Ananda Sabil Hussein

This paper aims to explore the dimensions of experience quality in the area of Indonesia casual dining restaurant. Furthermore, this study scrutinizes the interrelationships among…

Towards an approach for monetary valuation of services: Consumer choices in the multichannel environment

Ming-Hsiung Hsiao

The purpose of this study is to suggest possible approach which can be applied to estimate the monetary value of the ancillary services in today’s multichannel environment where…

Measuring Lean Six Sigma and quality performance for healthcare organizations

Selim Ahmed, Noor Hazilah Abd Manaf, Rafikul Islam

This study aims to investigate applications of Lean Six Sigma approaches and quality performance in Malaysian hospitals. It identifies five dimensions of Lean Six Sigma…

Banking “on-the-go”: examining consumers’ adoption of mobile banking services

Tingting Zhang, Can Lu, Murat Kizildag

This paper aims to examine consumers’ adoption of mobile technology to facilitate their banking services and activities, and to investigate the factors influencing their adoption…

Comparing and contrasting the evolution through time of organizational sustainability initiatives

Rocio Rodriguez, Göran Svensson, David Eriksson

The purpose of this study is to compare private and public hospitals’ sustainability actions, as well as to contrast their organizational evolution over time (i.e. past, present…

The value of cultivating norms for market orientation in professional service firms

Terje Slåtten, Gudbrand Lien, Göran Svensson

This paper aims to center on the value of cultivating norms for market orientation (MO) in professional service firms (PSFs). Based on social capital theory, three variables for…