International Journal of Quality and Service Sciences: Volume 11 Issue 2

Quality function deployment: more than a design tool

Nadiye Ozlem Erdil, Omid M. Arani

This paper aims to investigate to what extent quality function deployment (QFD) can be used in quality improvement rather than design activities.

Exploring competitive priorities in the service sector: evidence from India

Fazli Idris, M. Muzamil Naqshbandi

The purpose of this study is to explain the components of competitive priorities of Indian service firms, to find out the competitive priorities of different service industries in…

Service recovery, customer satisfaction and customer loyalty: evidence from Malaysia’s hotel industry

Boon Liat Cheng, Chin Chuan Gan, Brian C. Imrie, Shaheen Mansori

The purpose of this study is to investigate the impact of service recovery dimensions on customer satisfaction and, subsequently, on customer loyalty in the context of the hotel…

The effects of cancer care pathways on waiting times

Magdalena Smeds, Bozena Bonnie Poksinska

The Swedish health-care system currently implements cancer care pathways (CCPs) for better and more timely cancer diagnostics. The purpose of this paper is to elucidate and define…

The interrelationships among organizational culture and service quality under different levels of competitive intensity: An application in the shipping industry

Maria Karakasnaki, Evangelos Psomas, Nancy Bouranta

This study aims to investigate the interrelationships among organizational culture and service quality by applying the SERVQUAL instrument under different levels of competitive…

TQM, games design and the implications of integration in Industry 4.0 systems

Alison Beard-Gunter, David Geraint Ellis, Pauline Anne Found

Voluntary participation, feedback loops, rules and goals are key elements of total quality management (TQM). The purpose of this paper is to determine if these four elements which…

Comparative analysis between management team and teachers on the impact of ISO 9001 standards in educational centres

Jesús Miguel Rodríguez-Mantilla, Francisco José Fernández-Cruz, Mª José Fernández-Díaz

The purpose of this paper is to analyse and compare the impact of implementation of ISO 9001:2008 Standards perceived by Management Teams and Teachers in schools in four…

Corporate social responsibility (CSR) and its internal consequences on job performance: The influence of corporate ethical values

Panagiotis Trivellas, Apostolos Rafailidis, Panagiotis Polychroniou, Paraskevi Dekoulou

The purpose of this study is to investigate the role of corporate ethical values on the relationship between corporate social responsibility (CSR) and work-related outcomes…

Comeback workout: QM practices and the health and fitness industry

Wonsuk Cha

The purpose of this paper is to provide a theoretical model for the relationship between quality management (QM) practices and the health and fitness industry through two…

Cornerstone root causes through the analysis of the Ishikawa diagram, is it possible to find them?: A first research approach

Manuel F. Suárez-Barraza, Francisco G. Rodríguez-González

Some manufacturing and service organizations have made efforts to work on continuous improvement in the form of Kaizen, lean thinking, Six Sigma, etc. The elimination of problems…