Purpose – This research aims to examine the applicability of the Retail Service Quality Scale (RSQS) in retail stores in Kazakhstan, a country of the Commonwealth of Independent States (CIS) that is in the transition stage from a controlled economy to a market economy. This research also...

Purpose – This research seeks to identify the specific leadership competencies required for implementing Total Quality Management (TQM); to examine the influence of leadership competencies for implementing individual TQM principles; and to examine the relationship of the TQM implementation...