Purpose In times of strong global competition and worldwide economic downturn, there is an imperative need for public services organizations to reform and improve their quality. These organizations can base their improvement efforts on Lean philosophy. The purpose of this study is to assess the...

Purpose: Literature refers to the key factors of total quality management (TQM) based on studies carried out in individual countries. However, few studies focus on studying the TQM factors in service companies based on multinational data. The purpose of this paper is to empirically identify the...

Purpose: The purpose of this paper is to focus on the cost of quality (CoQ) of food manufacturing companies. The study aims at empirically validating the conceptual structure of the core dimensions of CoQ (prevention, appraisal, internal and external failure cost) and determining their level...

Purpose: The purpose of this paper is to determine the current state of the Lean principles adopted by food small and medium-sized enterprises (SMEs). Design/methodology/approach: The case study approach was undertaken in order to gain insights into Lean adoption. Nine Greek food SMEs certified...

Purpose: This study aims to focus on the food industry and empirically examine the mediating role of consumers’ perceived food safety on the relationship between a company’s service recovery and customer loyalty. In addition, consumers’ demographic characteristics and their influences on...

Purpose: This study aims to investigate the interrelationships among organizational culture and service quality by applying the SERVQUAL instrument under different levels of competitive intensity in the shipping industry context. Design/methodology/approach: This study used the questionnaire...

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 purpose of this paper is to investigate and contrast the levels of focus on competitive priorities (CPs) between service and manufacturing firms in Greece during an economic crisis and the influence of those CPs on business performance. Design/methodology/approach Empirical data were...

Purpose The purpose of this study is to identify the practical implications of Lean, Six Sigma (SS) and Lean SS (LSS) in the public administration sector. Determining the key themes of these practical implications is also an aim of the present study. Design/methodology/approach A systematic...