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...

Six sigma programs are raging through corporations worldwide, with some corporations citing savings in the $US billions resulting from six sigma implementation. Six sigma has both proponents and detractors with some arguing that nothing new is involved and others identifying it as revolutionary....

This paper presents an example of how to integrate the values of sustainable development in a business excellence model. It discusses definitions and measures of sustainable development, integrating values of total quality management with global human and environmental stakeholder interests....

Purpose – The purpose of this paper is to explore what options the adult learner has for continued learning and what role universities are playing in providing net-based education. Current options for lifelong learning and improvement opportunities in the educational process are described...

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...