Issues

Is there a tactical level of business processes?: Emphasizing processes that enable adaptability, change, and improvement

Bjørnar Henriksen; Bjørn Andersen
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The structural relationships between TQM factors and organizational performance

Christos V. Fotopoulos; Evangelos L. Psomas
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“Quality lives on”: quality initiatives and practices in Australia and Britain

Peter G. Burcher; Gloria L. Lee; Dianne Waddell
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Responding to the student voice: a case study of a systematic improvement strategy

Chenicheri Sid Nair; Lorraine Bennett; Patricie Mertova
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Hospital effectiveness from administrative data: the Lombardy case

Pietro Giorgio Lovaglio
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Quality awards and performance: is there a relationship?

Pilar Corredor; Salomé Goñi
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Service quality gaps analysis based on Fuzzy linguistic SERVQUAL with a case study in hospital out‐patient services

Hsiu‐Yuan Hu; Yu‐Cheng Lee; Tieh‐Min Yen
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In memoriam

Gopal Kanji

Alex Douglas
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