Purpose – This paper aims to report a study that focuses on the moderating role of involvement in the relationships between customer contact employees' customer orientation and service quality perceptions and satisfaction. Design/methodology/approach – A sample of 869 consumers is drawn from...

Purpose – This paper sets out o determine influences on team performance processes and develop an overall team success model (TSM). Design/methodology/approach – A total of 55 individual students grouped in 18 teams, ranging in size from two to five, were measured at several stages in...

Purpose The purpose of this paper is to identify the latent constructs of various barriers affecting Six Sigma implementation in Indian industries. Design/methodology/approach Literature review resulted in 15 frequently reported barriers in Six Sigma implementation. An empirical survey of 168...

Many firms have started to realise the benefits of total quality management. In this respect, quality management improves internal and external quality management performance. This philosophy enhances customer satisfaction, employee satisfaction and increases business results. Therefore, the...

This paper analyses the differences between private and public sector organisations in Denmark in relation to the penetration of holistic management models, how companies achieve excellent results and the empirical weight structure of the European Foundation for Quality Management (EFQM)...

Purpose – The purpose of this paper is to inform the business management literature that focuses on the perceptions of business professionals towards the multidimensional and highly complex concept of corporate social responsibility (CSR). Design/methodology/approach – This study is based on...

Purpose This paper aims to investigate the perception of risk by international travellers. There are multiple risks facing tourism that contribute to the formation of perception of risk. It is necessary to identify the different types of risks that are perceived in tourist destinations. This...

Purpose – The aim of this paper is to discuss the reasons behind the attractiveness of shopping malls for young consumers in Turkey and then to determine the attractiveness factors of malls for this segment from the consumers' perspective. Design/methodology/approach – The study was carried...

This paper explores route‐choice patterns among motorists on a scenic road in south‐western Norway. Factor analysis is used to identify the characteristics of the types of motorists who seek particular benefits when they choose to travel along this specific route. Five factors were found: 1)...

This study conducted a factor analysis of Page and Wong’s servant leadership instrument and reduced the 99‐item scale to 20 items yielding three factors: vision (0.97 Cronbach alpha), empowerment (0.89 Cronbach alpha), and service (0.94 Cronbach alpha). While this study only confirmed three...