There has been a plethora of published research related to total quality management (TQM)
in the last few decades. However, very few studies focused on cataloging critical factors of …

The purpose of the paper is to present the state of the art in quantitative research on the
EFQM model that will guide future research lines in this field. For this, a systematic literature …

Aim The attitudes and behaviours of nursing staff are critical to determine patients'
satisfaction and to have a competitive advantage for any healthcare organization. This study …

Purpose The purpose of this paper is to use “positive organizational behavior” and
“transformative service research” paradigms to introduce “employee well-being” as a focal …

With the market competition of hotel industry being heated, it is critical that hotels have a
breadth of resource and more flexible forms to meet the needs of a changing marketplace. In …

Total quality management (TQM) is an approach to management embracing both social and
technical dimensions aimed at achieving excellent results, which needs to be put into …

Purpose–This paper aims to advance in the knowledge of the EFQM model as a framework
for implementing total quality management (TQM). To do so, the work identifies the soft-hard …

In this article a tool for measuring customer satisfaction in public transport is proposed.
Specifically, a structural equation model is formulated to explore the impact of the …

The concept of value and its relationship to service quality, satisfaction and behavioural
intentions was studied in a sample of 218 sports and leisure centre customers. Using …

Employee satisfaction is considered to be one of the most important drivers of quality,
customer satisfaction and productivity. In this study we investigate an important driver of …