Purpose: Citizen's service centers (CSCs) are front-end delivery public points which aim to reduce bureaucratic procedures and improve citizens' services. The present study, based on the citizens' perceptions, aims to explore the impact of the CSCs' service quality on...

Purpose: The aim of this paper is to present the main findings of the studies in the field of quality management (QM) in primary and secondary education. Grouping these findings into themes and these themes, in turn, into broad categories as well as prioritizing the themes of findings are also...

Purpose: The present study focuses on two basic determinants of company innovation, namely, quality practices of top management and process quality management. The purpose of this paper is to explore the impact of these determinants on product and process innovation. Determining the impact of...

Purpose – The purpose of the paper is to examine the binary character of total quality management (TQM) in food companies and to determine the impact of the two aspects of TQM – the “soft” and “hard” – on the quality management benefits. Design/methodology/approach – A research...

Purpose: The purpose of this paper is to fill a gap in the existing literature that relates leadership style to total quality management (TQM) focus. Specifically, the study evaluates whether and how leadership style may affect the implementation of TQM practices. Design/methodology/approach: A...

Purpose – The aim of this paper is to present a conceptual framework which explores the links between the two service features (physical and interactive), job satisfaction and their impact on customer satisfaction. Design/methodology/approach – A structured questionnaire was used to collect...

Purpose The purpose of this paper is to enrich the existing literature by determining the underlying structure (latent factors) of total quality management (TQM) practices and their impact on company performance outcomes in the Greek hotel industry. Design/methodology/approach The research...

Purpose: The purpose of this paper is to develop a conceptual framework to investigate how the European Foundation for Quality Management (EFQM) excellence model enablers influence the four types (product, process, organizational and marketing) of innovation performance of a manufacturing firm....

Purpose: The purpose of this paper is to identify the future research suggestions which have been made by several authors with regard to cost of quality (CoQ) and to group them into respective themes. Design/methodology/approach: This study was based on a systematic literature review (SLR) of...

Purpose – The purpose of this paper is to validate and assess the performance dimensions reflecting ISO 9001 benefits in service companies and to determine their relationships. Design/methodology/approach – A research study was carried out in 198 ISO 9001:2008 certified Greek service...