Purpose: Quality management constructs related to management leadership and workforce involvement have consistently shown strong correlation with firm success for years. However, there is an increasing body of research based on complexity theory (CT) suggesting that constructs such as these...

Purpose: The purpose of this paper is to examine predictors of obtaining global certification (ISO 9000) in an emerging market by focusing on ownership structure and total quality management (TQM) commitment. Design/methodology/approach: This paper adapts the theory of planned behavior to...

Purpose: The purpose of this paper is to examine the influence of different antecedent factors (contingencies) on the design of a service recovery system (SRS). Design/methodology/approach: A conceptual model was framed and a series of hypotheses generated and tested using data from 158...