Issues

Special Issue: Measuring and diagnosing excellence in services. Guest Editor: Su Mi Dahlgaard-Park

Towards a human‐oriented metrology for improvement and change

Su Mi Dahlgaard‐Park
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Practice follows structure: QM in Malaysian public hospitals

Abd Manaf Noor Hazilah
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Quality in NHS hospitals: no one knows better than patients

Eleonora Karassavidou; Niki Glaveli; Chrissoleon T. Papadopoulos
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Management practices driving sustained business success

Lars Grønholdt; Anne Martensen
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Investigating the complex drivers of loyalty in e‐commerce settings

Norizan Mohd Kassim; Salaheldin Ismail
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Organizational service orientation and its role in service performance formation: evidence from Polish service industry

Wieslaw Urban
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Importance‐performance analysis of service attributes and its impact on decision making in the mobile telecommunication industry

Vahid Pezeshki; Alireza Mousavi; Susan Grant
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