...Long Kim; Sook Fern Yeo Purpose To help banks maintain competitive advantages, bank workers must develop superior financial products and services that meet customers’ needs and expectations, and developing customer service quality also merits closer attention. Research emphasizes that developing...

... importance of interactions and further underlining the significance of invisible elements such as human potentiality, motivation and values that formulate the principles of organisational excellence. The paper investigates the notions of quality, resilience and sustainability and their relation...

...Chi-Kuang Chen; Lidia Reyes; Jens Dahlgaard; Su Mi Dahlgaard-Park Purpose This paper aims to review total quality management (TQM) literature in the past three decades to identify the quality related key terms, to analyse their linkage among the identified key terms and their developmental trends...

...Tatiana Salimova; Su Mi Dahlgaard-Park; Lyudmila Biryukova; Julia Palkina; Natalia Vatolkina Purpose The purpose of this paper is to review the Russian Federation Government Quality Award (RFGQA) over its 25-year existence. Design/methodology/approach This paper looks into the evolution, model...

...Mark Francis; Ron Fisher; Malin Song Purpose To consider how quality should be conceptualized to improve understanding for researchers and practitioners, some researchers have discussed quality in terms of an essence or necessary condition. Others have regarded quality as individual...

...Aija Medne; Inga Lapina; Arturs Zeps Sustainability and sustainable development of a university are analysed in terms of quality aspects of higher education, and the research results reveal the main sustainability elements to be analysed and implemented through a university’s strategy...

... (i.e. automation, speed, data-driven quality, mass customization) such as Industrie 4.0 in Germany, Manufacturing 2025 in China, the Japanese Revitalization Strategy and the National Strategic Plan for Advanced Manufacturing in the USA (Park et al., 2017). Data-enhanced customized products...

...Ιoannis Tzavlopoulos; Katerina Gotzamani; Andreas Andronikidis; Chris Vassiliadis Businesses need to understand the factors that determine the quality in e-commerce to be able to achieve customer satisfaction and reduce perceived risk through improved quality. These factors, which consumers...

... (Cousins et al., 2008). Gilberto Santos can be contacted at: gsantos@ipca.pt This gives rise to the need for companies to better manage the relationships with its suppliers toward achieving total quality, thus, mobilizing all available resources to enable continuous improvement (Santos...

.... The article makes an original contribution by using insights from service research, quality movement research and from studying actual sustainability practices in the real-life contexts of cities by developing a conceptual paper. Quality The aim of this article is to provide a deeper conceptual...

... are preconditions for organizational excellence. The study examines narcissistic leadership and attempts to examine its implications for factors that are crucial for the achievement of organizational excellence. Quality Organizational performance Excellence Narcissism The term “Narcissism...

...Juhani Anttila; Kari Jussila Purpose The purpose of this study is to challenge bridging the gap between the problems of the existing quality profession and the existing and emerging challenges of quality with regard to people, organizations and societies, hence broadening the traditional coverage...

... Limited Licensed re-use rights only The purpose of this paper is to identify and synthesize major streams of research on quality of student experience in higher education, to present an agenda for future research. The paper presents a systematic review of research published in high...

... service provision by the telecommunication company is the ability of such company to meet and satisfy requirements and needs of customers, indices of situation are indicators of criteria quality, price, availability and individual partial indices. On the grounds of achieved results, the discriminatory...

...Professor Su Mi Dahlgaard-Park, Prof Jens J. Dahlgaard; Kristen Snyder Purpose – This paper explores the question, “what does it mean to be an engaged school leader in an educational context that promotes standards-based accountability as a model of quality development?” Specifically, what drives...

...Professor Su Mi Dahlgaard-Park, Prof Jens J. Dahlgaard; Jaroslav Nenadál Purpose – The paper aims to sum up the principal and original set of information related to the special project covered by Czech Ministry of Education, Youth and Sports, which was oriented to quality assurance and assessment...

... emphasizing quality to emphasizing experience? Design/methodology/approach – The paper analyses developments in service and experience theories. Experience has come onto the theoretical agenda, both in its own right and as a concept within service marketing and management theory. Findings...

...Tonino Pencarelli; Simone Splendiani; Daniela Cini Purpose The purpose of this paper is twofold: on the one hand, to point out the concepts of quality and value; on the other hand to explain how university placement services can increase the value created for the various stakeholders...

... and improving quality of care in order to gain and sustain a competitive advantage (Raghupathi and Tan, 2002). EMR provide a way to gather, store, retrieve and analyze medical information. Medical information and the resulting analysis are then used to provide information to physicians so that they can...

...George Kenyon; Kabir Sen Purpose The purpose of this paper is to propose a model for linking the dimensions of quality and how customers create their perceptions of quality in the products and services that they purchase. This provides a holistic framework for a better understanding of the various...