Purpose – This paper aims to analyse the case of a non-governmental organization (NGO) and the possibilities of implementing corporate social responsibility (CSR) strategy and principles in an organizational quality management system (QMS) to reduce the rate of staff turnover and improve the...

"Inclusive Development of Society contains papers that were originally presented at the 2018 International Congress on Management and Technology in Knowledge, Service, Tourism & Hospitality (SERVE 2018), held 6-7 October and 15-16 December 2018 in Kuta, Bali, Indonesia and 18-19 October, 2018 at...

Purpose: Modern trends show that universities are searching for new solutions to increase efficiency and improve quality by considering approaches of quality system development that link with strategy and include extensive analysis of risks, processes and stakeholders. The approach that best...

Nowadays, organizations are trying to have, not only a competitive advantage in the market, but also in sustainable development. The purpose of this paper is to investigate the process of measuring organizations' sustainability using process-oriented indicators. The research seeks to address the...

Customer and Consumer Journeys, touchpoints and Consumer Goals have been widely discussed among Customer Experience theorists and practitioners, establishing that a hierarchical relationship between those exist. Customer Experience driven innovation evaluates opportunities mainly within...

Purpose: The fundamentals of Lean are applicable and can be used in any industry, even non-profit and government organizations, however, there might be certain limitations due to the nature and the specifics of the industry. This study aims to explore what barriers of Lean implementation...

Purpose: Intellectual capital (IC) investments yield both financial and non-financial outcomes, and several groups of stakeholders are beneficiaries in the process. There are different approaches to appraisal of IC investments; most of them emphasise financial benefits. In turn, non-financial...

Customer and Consumer Journeys, touchpoints and Consumer Goals have been widely discussed among Customer Experience theorists and practitioners, establishing that a hierarchical relationship between those exist. Customer Experience driven innovation evaluates opportunities mainly within...