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Keywords: ISO 18404
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Journal Articles
Assessing ISO 18404 standard applicability in the service sector: a qualitative study
Available to PurchaseMichael Sony, Mariam Ali Ramadan, Jiju Antony, Maha Khalifa Al Dhaheri, Olivia McDermott, Elizabeth A. Cudney
Journal:
The TQM Journal
The TQM Journal (2025) 37 (3): 726–746.
Published: 18 January 2024
...Michael Sony; Mariam Ali Ramadan; Jiju Antony; Maha Khalifa Al Dhaheri; Olivia McDermott; Elizabeth A. Cudney Purpose This research aims to establish the applicability of the International Organisation for Standardisation (ISO) 18404 standard to the service sector, identify any required amendments...
Journal Articles
The misplacement of ISO 18404:2015 in organisational improvement: a point-counterpoint article
Available to Purchase
Journal:
The TQM Journal
The TQM Journal (2024) 36 (8): 2320–2337.
Published: 05 September 2023
...Olivia McDermott; Jiju Antony; Michael Sony; Vikas Swarnakar Purpose This paper gives the background to the ISO 18404:2015 standard and explains its rationale. It aims to rebut the Oudrhiri et al. (2022) paper. Furthermore, this paper adds further evidence of the misplacement...
Journal Articles
A study into the pros and cons of ISO 18404: viewpoints from leading academics and practitioners
Available to Purchase
Journal:
The TQM Journal
The TQM Journal (2021) 33 (8): 1845–1866.
Published: 23 March 2021
...Jiju Antony; Olivia McDermott; Michael Sony; Elizabeth A. Cudney; Ronald D. Snee; Roger W. Hoerl Purpose This paper aims to present and summarise the arguments for and against the ISO 18404 standard and the perceived advantages and disadvantages of implementing it. Design/methodology/approach...
