International Journal of Quality and Service Sciences: Volume 5 Issue 1

Travellers' behavioral intentions depending on their beliefs: an empirical study

Angelos Pantouvakis

The purpose of this paper is threefold: first is to study and analyse the personal beliefs of the customers regarding their generic assessments for the main issues of today…

A new conceptualization of service innovation grounded in S‐D logic and service systems

Bo Edvardsson, Bård Tronvoll

The aim of this paper is to conceptualize service innovation through a service‐dominant logic (S‐D logic) lens and a service system foundation.

Using interventions to change the quality profile of an organisation

Elisabeth Johansson, Lars Witell, Åsa Rönnbäck

The purpose of this paper is to investigate how a quality profile can evolve over time and, in particular, how different kinds of interventions can further develop or change an…

Customer involvement in service production, delivery and quality: the challenges and opportunities

Hossein Dadfar, Staffan Brege, Sedigheh Sarah Ebadzadeh Semnani

The aim of this paper is to explore the role of customer involvement in service production and its possible effects on the quality of service delivery as well as customer…

Course evaluation by importance‐performance analysis and improving actions at the Budapest University of Technology and Economics

Zsuzsanna Eszter Tóth, Tamás Jónás, Roland Bérces, Bálint Bedzsula

The Department of Management and Corporate Economics as the flagship of teaching and researching quality management at the Budapest University of Technology and Economics has…

Lean and six sigma – critical success factors revisited

Dag Näslund

The purpose of this paper is to provide a review of the critical success factors (CSF) for lean and six sigma and an analysis of these CSF as compared to previously popular change…

Is intangible cultural heritage able to promote sustainability in tourism?

Ernestina Giudici, Claudia Melis, Silvia Dessì, Bianca Francine Pollnow Galvao Ramos

This paper aims to focus on evaluating the rich cultural intangible heritage of Sardinia Island, and how such a heritage can contribute to the implementation of tourism during the…