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Knowledge management (KM) has been gradually established as a strong methodology to support business viability, competitiveness and growth; however, the lack of maturity is obvious, as evidenced by divergent points of view in critical sub‐domains of the related theory and practice, such as the spectrum of processes and the clusters of tactics scheduled to underpin them. The systems thinking logic, the discipline for seeing structures underlying complex phenomena, is perceived as a promising direction for consolidating the various approaches and developing a holistic KM paradigm. Through the integration of the fragmented landscape of knowledge management on a transparent and concrete framework based on cause‐effect relationships, not only the underlying theoretical assumptions are clarified and subjected to further analysis at a strategic level, but also practical issues concerning planning and decision making become less complicated, increasing effectiveness.

The purpose of this paper is to investigate the impact that crisis had on quality management and basic business processes using INSEAD’s industrial excellence framework (IEF) towards large Greek industrial units. This study proposes a modified version of the IEF which can help firms to operate through a turbulent environment.

Data that were collected during the current financial crisis were compared with a matched sample of business units surveyed a decade earlier. The variables that were used to measure performance were grouped into two categories, quality management and process improvement.

Through the examination of these cases, the authors identify the characteristics that empowered those BUs so as to remain alive during the turbulence. According to the results, the survivors train their staff systematically, have closer relationships with their suppliers, assess their processes and follow up with action plans. Findings also suggest cultural differences between survivors vs non-survivors. Survivors display a cultural profile typical to adhocracy since they describe themselves as more flexible and externally focused instead of being stable and internally focused. These findings are discussed and avenues for future research are presented.

The results of the study can be applied by quality managers of industrial organizations to achieve higher performance and overcome a turbulence of the external environment.

Previous research on the business excellence frameworks neglects the essential issue of sustainability and how an organization can survive a crisis. The study provides new insights into the long-term benefits of applying an excellence framework.

The purpose of this paper is to propose a conceptual architecture for the development of an auction business‐to‐consumer marketplace where sellers offer available resources and services aiming to maximize their revenue while on‐the‐move travelers bid for them subject to the geographical area they are located in.

Based on previous findings from the literature and aggregate results from a preliminary field survey, core communication requirements, marketplace architecture, and communication workflows are presented.

Findings from the literature and field study exhibit a great potential for the successful use of location sensitive auction applications in tourism sector. Mobile auctions seem attractive for the efficient allocation and pricing of travel resources by abolishing the internet's barriers related to travelers computing requirements; furthermore, location‐based services (LBS) may reduce significantly the communication costs for sellers. The proposed marketplace is beneficial for a number of stakeholders beyond sellers, like auctioneer, mobile communications providers, and LBS providers.

The proposed architecture is in conceptual form and is currently under development. Infrastructure issues (like communication load, required bandwidth and protocol) are being investigated. Future research will focus on the integration of the architecture in an extended multi‐provider environment forming virtual enterprises. The viability and acceptance of the proposed model should be further investigated through an extended detailed market survey.

To the authors' best knowledge it is the first attempt to propose a location‐sensitive auction marketplace for tourism services.

This paper is the third part of a research effort that aims to identify how various crises affected basic business processes using Institut Européen d'Administration des Affaires (INSEAD’s) industrial excellence framework (IEF) in large organizations.

This research compares three data sets from the same four companies against quality management benchmarks, with a span of more than two decades: (1) data collected in 2005 operating under a financially thriving corporate environment; (2) data collected in 2015, operating under a strong financial crisis and (3) data collected in 2022, operating under the serious COVID-19 crisis.

The authors identify the characteristics that helped them navigate successfully through almost two crises in a row. These companies successfully navigated crises by applying assessment and continuous improvement processes, forging close relationships with their suppliers and training their people systematically.

The findings can be adopted by practitioners who wish to navigate their organizations during serious crises. Researchers and academics may also find this study interesting for managing quality during a pandemic.

There are not many studies that investigate how the pandemic influenced the quality management practices in organizations in Greece in sequential crises. This paper brings insights into the enduring advantages of adopting a quality framework.

The purpose of this paper is to provide an integrated methodology for benchmarking the sustainability of organizations. The fuzzy analytical hierarchy process (FAHP) and technique for order of preference by similarity to ideal solution (TOPSIS) methods have been used for this purpose. The FAHP is used to determine the weights of the criteria by decision makers, and the rankings of the alternatives are determined by TOPSIS. The proposed instrument is used to calculate the Sustainable Business Excellence Index (SBEI) and its potential impact on the formulation of firm strategy. To demonstrate the applicability of the model, illustrative examples are presented.

After a careful literature review, a sustainable business excellence framework is created and a fuzzy system is developed to assess firms’ sustainability. Finally, the SBEI is computed.

The results indicate that the suggested fuzzy approach is feasible for benchmarking the sustainability of organizations. It allows the decision makers to express their opinion regarding the importance of criteria and evaluate each alternative and then have this input coordinated in a quantitative fashion.

Practitioners and consultants can use the instrument for conducting quality management benchmarking within and across organizations. Researchers can use the instrument in future studies for further theory development in this area.

As far as the authors are aware, no previous study research has assessed the SBEI of an organization with fuzzy sets. As such, it responds to a number of contemporary challenges in the business excellence theory, most importantly the broad need to identify agile organizations.