Purpose – The purpose of this paper is to see how quality management is carried out in hotels in the Basque Country, a region in the north of Spain with a long tradition in the tourist sector. Design/methodology/approach – The objective of the study was to establish what approaches to...

Purpose – The purpose of this paper is to: analyze the meaning of sustainability and its relation to excellence, in an era of management transformation, integration and evolution; to present the global challenges for sustainable management of the future; and to examine how sustainability should...

Purpose – The purpose of this paper is to describe health promotion activities accomplished within a project and to measure the conditions for sustainable health within the case organizations. Also, the purpose is to test a previously developed measurement approach, which measures...

Purpose – The purpose of this paper is to examine the applicability of the electronic service quality measurement instrument E‐S‐QUAL and its factor structure in the context of e‐commerce in Greece. Also, to investigates the effects of E‐S‐QUAL factors on customer perceived overall...

Purpose – Imai defined Kaizen as: “a means of continuing improvement in personal life, home life, social life, and working life. At the workplace, Kaizen means continuing improvement involving everyone – managers and workers alike”. According to Imai, Kaizen can take at least three...

Purpose – The main aim of this study is to provide an empirical analysis on the practice of quality management among employees of Malaysian public hospitals at the district, state and national level hospitals. This paper aims to perform a comparative analysis on quality management practices...

Purpose – National Health Systems (NHS) experience low trust and lack of public confidence while receiving strong pressure from governments and societies to improve their quality and compete effectively. The purpose of this paper is threefold. First, to investigate how patients perceive...

Purpose – The purpose of this paper is to examine how different management practices drive key financial performance and business success in Danish companies. Design/methodology/approach – Both qualitative and quantitative research is conducted to study the relationships between eight...

Purpose – The purpose of this paper is to investigate how perceived service quality, satisfaction and trust determine loyalty in e‐commerce settings at the level of construct dimensions. Design/methodology/approach – A survey method approach was used in this study. To test the...

Purpose – The paper seeks to evaluate the state of organizational service orientation in service industry in Poland; also to examine the influence of service orientation on key service performance, especially on the quality of service. Employing a cross‐sector approach, it aims to assess the...