Purpose – This paper aims to contribute to solving the problem of communicating quality to service users. In particular, it seeks to focus on how to render quality tangible for the users within the health service, characterized by a high information asymmetry. Design/methodology/approach –...

Purpose – The purpose of this paper is to propose the use of probabilistic expert systems (PES), as a tool for managing complex multivariate and highly structured information. The aim of this paper is to verify PES' effective potentiality in quality management. Design/methodology/approach –...

Purpose – The purpose of this paper is to establish an integrated model of a service‐delivery system, customer relationship management (CRM), and customer satisfaction evaluation. The strategic objectives, such as the pursuit of key performances, the retention of customers, the provision of...

Purpose – The purpose of this paper is to investigate crucial factors that lead to customer loyalty in the mobile telephony sector in Greece, namely service quality and customer satisfaction. Furthermore, the mediation effect of customer satisfaction on the service quality and customer loyalty...

Purpose – This study seeks to propose a conceptual approach to assess the perceived service quality properly using Fuzzy logic. First, it aims to verify whether it is a better solution than the Likert scale. Second, it seeks to evaluate patients' feedback towards hospital service quality using...

Purpose – This paper is an empirical study of the organisational approaches used for integration of management systems (MSs) and the comparative effectiveness of such approaches. Design/methodology/approach – Research employed four case studies. Results are derived from the analysis of...

Purpose – Total quality management (TQM) is a modern management philosophy and a journey, not a destination. TQM is a systematic management approach to meet the competitive and technological challenges which has been accepted by both service and manufacturing organizations globally. It defines...

Purpose – The aim of this paper is to discuss the use of the theory of attractive quality and the Kano methodology in an experience context in order to understand how different experienced attributes contribute to delight and satisfaction among customers. Design/methodology/approach – The...

Purpose – This paper seeks to use the Kano model to gain a deeper understanding of attributes of effective frontline employees dealing with customer complainants in personal interactions. Previous research revealed that excitement factors deteriorate to basic factors over time. This research...

Purpose – This paper aims to explore the relationship between the students' perceptions of service performance and the service gaps. The main objective is to investigate whether the relationship can be used for the mapping of quality attributes into four service quality factors....