Reaching service excellence through a focus on the customer, demands more than just measuring customer satisfaction by means of questionnaire surveys. Nowadays, it is not sufficient anymore to have service excellence in services, processes and relationships. Now is the time to create excellence...

In an effort to identify the quality factors perceived to be most important in relation to the use of Web sites, a survey was undertaken. The questionnaire utilized was based on the SERVQUAL instrument that identifies five quality dimensions in service environments. The results indicate that the...

Although total quality management might be defined as a passing fad there are three key reasons why it will remain (or return as) an important issue on the agenda for top management. First, there is growing pressure because of the use of the Internet to create excellence at the operational...

Purpose – To assess the relative value of the 2000 version of the ISO 9000 series of quality management system standards in comparison with the 1994 version. Design/methodology/approach – A total of 773 organisations in The Netherlands which have all been certified to the ISO 9000 standard...

Purpose – This paper seeks to develop insights into the charity selection criteria used by individual donors, and the information that charities provide to individual donors. Design/methodology/approach – Charities are defined as organizations involved in health, international aid,...

Purpose – The purpose of this study is to examine the intra‐organisational diffusion of management innovations, taking Six Sigma as an example. Design/methodology/approach – The study focuses on Six Sigma implementation among companies operating in Ireland. It makes use of a theoretical...