Discusses the potential of applying management support systems (MSS) in quality management in a service context and suggests a viable research direction. Describes a research framework using the critical success factor (CSF) analysis to identify factors critical to the success of service quality...

Conceptually argues that quality is a cognitive issue and a process of continuous innovation. Adoption of such innovations requires understanding of the nature of an organisation and its customers’ cognitive domains. The conceptual arguments presented in this paper illustrate that integration...