... conceptual thinking of quality is not based on the valid scientific basis and contains the problem of superficiality. Hence also the practical quality applications are fragmented and vague. As a reaction to the situation, the authors clarify the conceptual essence of quality, its historical background...

...Salim Moussa; Mourad Touzani Purpose This article aims to: conceptualize customer‐service firm attachment; as well as to propose a theoretical framework that provides insights into the formation and development of affectionate ties in customer‐service firm relationships. Design/methodology...