... in two criteria types: the “Facilitators criteria” and the “Results criteria”. “Results criteria” are inspired from the European Foundation for Quality Management (EFQM), Global Reporting Initiative (GRI) and ISO 26000. The “Facilitators criteria” are based on the main philosophy of the Lean...

...Dimitrios Kafetzopoulos; Katerina Gotzamani Purpose The purpose of this paper is to develop a conceptual framework to investigate how the European Foundation for Quality Management (EFQM) excellence model enablers influence the four types (product, process, organizational and marketing...

... © Emerald Publishing Limited 2017 Emerald Publishing Limited Licensed re-use rights only Hospitals EFQM DEMATEL Service quality Loyalty Patients’ satisfaction There is a general consensus that satisfaction of customers results in their loyalty. There is mounting evidence...

...Joaquín Gómez Gómez; Micaela Martínez Costa; Angel R. Martínez Lorente Purpose – The European Foundation for Quality Management (EFQM) model is widely used as a management tool in companies. Consequently, it is of great importance to understand the relationships within it, and inform managers...