This paper presents the results of a study of hotels that are certified for quality management to identify the reasons for seeking quality certification. The authors analyse whether internal or external drivers for seeking certification have different impacts on benefits and the use of quality...

Purpose The purpose of this study is to determine the state of research in quality management in higher education institutions based on a review of the academic literature. The aim is to provide universities with the best evidence for informing their focus and models for quality improvement....

Purpose The purpose of this paper is to operationalize the concepts of total quality management (TQM) and market orientation (MO) and to analyze the relationship between them in a major economic sector of activity, namely, the social services sector. Design/methodology/approach The paper...