Purpose – An overall aim with a new human‐oriented TQM metrology is to help managers in giving answers to the questions of what to measure, how to measure and why? It is the purpose of this paper to give input to answering these questions. In doing so the measurement problems are to be...

Purpose – Recently, the operations management academic literature has seen articles focusing on the transfer of “lean” thinking or kaizen concept from the private to the public sector. In Spain, during the last 15 years, some local councils have also followed similar improvement...

Purpose – The purpose of this paper is to review and identify the dominating paradigms within management control theories in order to investigate adoptability of the European excellence model (EEM) as an alternative management control model or a framework. Design/methodology/approach – The...

Background and Purpose - The purpose of this paper is to empirically analyse the effects of sustainability-oriented innovation practices on the overall organizational performance. Further, this paper also aims to advance understanding of the measurement of corporate sustainability practices with...

Purpose – The purpose of this paper is to present and discuss/reflect on some well‐known excellence frameworks or models in order to understand the development in the contents of excellence during the last 25 years and to understand the problems or limitations which such kind of models still...

Purpose – The purpose of this paper is threefold: first is to study and analyse the personal beliefs of the customers regarding their generic assessments for the main issues of today: environment, culture or equal opportunities for everyone. Second, it will attempt to compare the differing...

Purpose – The aim of this paper is to conceptualize service innovation through a service‐dominant logic (S‐D logic) lens and a service system foundation. Design/methodology/approach – This conceptual paper offers a service‐dominant logic lens and a structuration theory approach...

Purpose – The purpose of this paper is to investigate how a quality profile can evolve over time and, in particular, how different kinds of interventions can further develop or change an existing quality profile. Design/methodology/approach – Data was collected over a five‐year period,...

Purpose – The aim of this paper is to explore the role of customer involvement in service production and its possible effects on the quality of service delivery as well as customer satisfaction. Design/methodology/approach – Since the nature of the study is exploratory, the case study...

Purpose – The Department of Management and Corporate Economics as the flagship of teaching and researching quality management at the Budapest University of Technology and Economics has conducted an extended survey among students in five different business courses in order to get deeper...