Table of contents
Key enabling factors for organizational ambidexterity in the public sector
Klas Palm, Johan LiljaThe capability of an organization to perform not only incremental quality improvements to the existing processes and products but also innovative or radical improvements that…
The impact of service quality, customer engagement and selected marketing constructs on airline passenger loyalty
Raditha Hapsari, Michael D. Clemes, David DeanThis study aims to empirically analyse the determinants of airline passenger loyalty in the high-frills Indonesian airline industry. The interrelationships among passenger…
Effects of total quality management in local authorities
Evangelos Psomas, Fotis Vouzas, Nancy Bouranta, Mary TasiouThe purpose of this study is to determine the main total quality management (TQM) factors adopted and the respective results achieved by local authorities – municipalities…
Understanding negative emotions in services through teleological actions
Carmen Padin, Göran SvenssonThe purpose of this paper is to conceptualize and describe how service providers’ and service receivers’ teleological actions relate to negative emotions after critical incidents…
The role of facilitators as partial signalers in the context of value perception
Ivan Russo, Ilenia Confente, Ayman OmarThis paper aims to investigate the role of qualified professionals acting as facilitators. These intermediaries can help to reduce information asymmetry between the manufacturer…
Perceived quality of administrative services and its consequences on students’ behavioral intentions
Mohammad Hani Al-Kilani, Naseem TwaissiThis study aims to assess students’ perceived quality of university administrative services, and reconnoiter the disparities in their perceptions according to their gender and…
Effectiveness of employee suggestion schemes – from critical success factors to outcomes
Flevy Lasrado, Bostjan Gomiseck, Christopher UzbeckPast studies have noted the important role of employee suggestion system (ESS) within the organizations. The use of ESS has been shown to help organizations address improvement…
ISSN:
1756-669Xe-ISSN:
1756-6703ISSN-L:
1756-669XOnline date, start – end:
2009Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Riadh Ladhari