Purpose The COVID-19 pandemic has tremendously affected the hospitality industry. With
the experiences of severe acute respiratory syndrome in 2003 and commitments to ensure …

Purpose The purpose of this paper is to provide a conceptual framework for the
development of total quality management (TQM) model for service organizations …

Purpose–The purpose of this paper is to examine the relationship between total quality
management (TQM), market orientation and service quality in the Malaysian service …

This paper aims aimed to present the trends of the literature review in internal marketing and
service innovation between 1990 and 2016. The significant reason to conduct this research …

Total quality management (TQM) is directed at quality consciousness throughout all
organisational processes. A successful TQM practice requires a culture that can adapt to …

In earlier decades several studies made on Total Quality Management (TQM) practices in
small and medium scale enterprises. By compiling the various research works that were …

Companies are increasingly relying on customer service teams to deliver quality service
critical for repeat business and profitability. But these teams need leadership to be effective …

The paper explores the relationship between service quality and customer satisfaction on
customer loyalty with regards to mobile phone usage among the postgraduate students of a …

The goal of this paper is to investigate the effect of banking Service Quality Dimensions on
customers' satisfaction, and customers' loyalty. The dimensions include tangibility, reliability …

Purpose–The purpose of this paper is to investigate the effects of internal marketing on
service quality and the mediating role of OCB in their relationship. Design/methodology …