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 – The main aim of this study is to provide an empirical analysis on the practice of quality management among employees of Malaysian public hospitals at the district, state and national level hospitals. This paper aims to perform a comparative analysis on quality management practices...

Purpose – National Health Systems (NHS) experience low trust and lack of public confidence while receiving strong pressure from governments and societies to improve their quality and compete effectively. The purpose of this paper is threefold. First, to investigate how patients perceive...

Purpose – The purpose of this paper is to examine how different management practices drive key financial performance and business success in Danish companies. Design/methodology/approach – Both qualitative and quantitative research is conducted to study the relationships between eight...

Purpose – The purpose of this paper is to investigate how perceived service quality, satisfaction and trust determine loyalty in e‐commerce settings at the level of construct dimensions. Design/methodology/approach – A survey method approach was used in this study. To test the...

Purpose – The paper seeks to evaluate the state of organizational service orientation in service industry in Poland; also to examine the influence of service orientation on key service performance, especially on the quality of service. Employing a cross‐sector approach, it aims to assess the...

Purpose – Customer relationship management (CRM) strategies rely heavily on the importance and performance of the attributes that define a service. The aim of this paper is first to investigate the asymmetric relationship between performance of service attributes and customer satisfaction, and...

Purpose – The purpose of the paper is to develop existing tools or methodologies to measure customer value during acquisition and use, in such a way that the measures concurrently indicate the level of performance and more “accurately” identify the improvement opportunities....

Purpose – The purpose of this paper is to examine two approaches to measure and diagnose innovation excellence. Design/methodology/approach – The paper is a conceptual model for innovation excellence and a measurement system is developed. A Danish survey forms the empirical basis for the...