Purpose Service networks are inherently complex as they comprise of many interrelated actors, often driven by divergent interests. This can result in imbalance, which refers to a situation where the interests of at least one actor in a network are not secured. Drawing on the “balanced...

Most contemporary total quality management (TQM) practice is influenced, directly or indirectly, bystructured, acontextual and standardized quality models. The present paper focuses on the strategicintroduction of one such model, namely the Swedish Institute for Quality (SIQ) model for...

Most contemporary total quality management (TQM) practice is influenced, directly or indirectly, by structured, acontextual and standardized quality models. The present paper focuses on the strategic introduction of one such model, namely the Swedish Institute for Quality (SIQ) model for...