Purpose – This paper aims to report on a study that investigated employees' views on the organizational factors that affect their ability to deliver service quality to customers. The study is important because call centers represent unique work environments and they have not been used in the...

Purpose: The purpose of this paper is to challenge service researchers to design for service inclusion, with an overall goal of achieving inclusion by 2050. The authors present service inclusion as an egalitarian system that provides customers with fair access to a service, fair treatment...

This special issue of MSQ presents eightpapers developed from selected high qualitypresentations made at the Sixth InternationalResearch Conference on Quality, Innovationand Knowledge. The Conference waspresented by a consortium of Australianand Malaysian universities and held inKuala Lumpur,...