Purpose: The purpose of this paper is to use competence theory to explore the fit between actual competencies of quality management (QM) practitioner and the perception of QM competence needs in organisations. Design/methodology/approach: This paper is based on a cross-case quantitative study...

Purpose: Conducting research that is both practice- and theory-relevant is important for the service research community. Action research can be a fruitful approach for service researchers studying the transformative role of service research and wanting to make contributions to both the research...

Purpose: Over one million organisations have a quality management system (QMS) certified to the ISO 9001 standard; however, the system requires a lot of resources and its value has been questioned. This critique also leads to a questioning of the strategic relevance of quality management. The...

Purpose: This study aims to investigate service modularization in a manufacturing firm, identifies service modularization processes and examines how these processes change the service module characteristics. Design/methodology/approach: The study is based on a longitudinal case study...