International Journal of Quality and Service Sciences: Volume 3 Issue 1

Si jeunesse savait; si vieillesse pouvait – Six Sigma practitioners need not lament

T.N. Goh

The purpose of this paper is to discuss areas where there could be gaps between traditional quality management concepts and the reality, and point out the modern‐day paradigm…

Expansive learning in a service system: insights from a study of car‐service advisors

Karolina Wägar

Building on cultural‐historical activity theory, the purpose of this paper is to explore the service system of car‐service advisors as an activity system that evolves through…

Service improvement: lessons from the UK financial services sector

David Longbottom, Julie Hilton

The purpose of this paper is to investigate service improvement initiatives within a major UK bank, and assess issues which may have contributed to the current financial crisis.

Exploring organizational change best practice: are there any clear‐cut models and definitions?

Jacob Hallencreutz, Dawn‐Marie Turner

The purpose of this paper is to explore whether there are some existing widespread and common models and definitions for organizational change best practice in the literature.

Testing a customer satisfaction model for online services

Lucio Cappelli, Roberta Guglielmetti, Giovanni Mattia, Roberto Merli, Maria Francesca Renzi

The paper aims to illustrate the results of a testing activity of a general customer satisfaction management model designed for online services provided by public administrations.

Antecedents and effects of employees' feelings of joy on employees' innovative behaviour

Terje Slåtten

The aim of this paper is to undertake an empirical examination of some of the antecedents and effects of positive emotions from an employee perspective. More specifically, this…

Exploring the role of the service environment in forming customer's service experience

Jörg Pareigis, Bo Edvardsson, Bo Enquist

The aim of this paper is to identify and describe important dimensions of the service process as defined by customers, and to compare the results from a specific use context with…

A new company descriptor takes us into a new era

Rebecca Marsh