...Margarita Fernández Monroy; Lucía Melián Alzola Purpose The purpose of this paper is to provide a conceptual model of behavior in the franchise network from the perspective of quality management. Design/methodology/approach Based on the review of the literature, the development...

...Ian A. Combe; Günther Botschen Quality management is dominated by rational paradigms for the measurement and management of quality, but these paradigms start to “break down”, when faced with the inherent complexity of managing quality in intensely competitive changing environments. In this article...

... level the fundamental question is posed as to whether all methods of the attribute‐based type are able to capture the perceived service quality sufficiently and whether the produced results are useful for quality management purposes. Considering the last mentioned topic, only an ambiguous result can...

... Limited 1996 Measurement Quality management Service quality Technology SERVQUAL provides a technology for measuring and managing service quality (SQ). Since 1985, when the technology was first published, its innovators Parasuraman, Zeithaml and Berry, have further developed...