...Associate Professor Francesco Polese, Associate Professor Cristina Mele and Professor Evert Gummesson; Marco Tregua; Tiziana Russo-Spena; Claudia Casbarra Purpose – The purpose of this paper is to analyse value co-creation in the context of ethical consumption by extending the focus to customers...

... Limited 2003 Services Quality management Total quality management Values Public sector organizations Sweden Quality management as a theoretical concept, as well as a managerial practice, was developed in the industrial manufacturing sector in the early part of the last century. Later...

...James L. Heskett Research suggests that while customer satisfaction and loyalty provide a foundation for high levels of customer lifetime value, they support a range of customer behaviors with widely varying values, characterized by mere loyalty (repeat purchase), commitment (willingness to refer...

..., and proposes that cultural values endow consumers with rules that guide their evaluation of service quality. Field research was conducted within Taiwan to ascertain whether the dominant service quality model holds in this “foreign” environment. The results indicate that not only do cultural values influence...

... the idea of large companies acting like small ones to improve their quality reputation. © MCB UP Limited 2001 Service quality Values Technology Teams Restaurants A large chain of 350 casual dining restaurants has invested millions of dollars to create new, innovative menu offerings...

.... Defines total care management and the various meanings of care in the service industries. Offers some examples of TCM companies and their management values. Recommends ways in which organizations can facilitate TCM, notably by following principles of tough care and shared care. © MCB UP Limited 1993...