International Journal of Quality and Service Sciences最新文献

{"title":"Using SERVIQUAL to investigate the quality of provided wireless communication services in UAE","authors":"W. A. Jadayil, M. Shakoor, A. Bashir, H. Selmi, M. Qureshi","doi":"10.1108/ijqss-08-2018-0076","DOIUrl":"https://doi.org/10.1108/ijqss-08-2018-0076","url":null,"abstract":"The purpose of this paper is to investigate the service quality of wireless telecommunication services in the UAE.,This study uses the five dimensions of SERVQUAL instrumentation (reliability, assurance, tangibility, empathy and responsiveness) that are believed to represent service quality to approach a result of service quality level through comparing customers’ expectations to their perceptions. A SERVQUAL survey was constructed and distributed among a total number of 100 Etisalat users from four different age groups.,The results showed a significant difference between users’ expectations and the current level of quality of services in tangibility dimension of quality. The other variables were ranked in this order, assurance, reliability, responsiveness and empathy in service quality.,The research findings encompass individuals from society only and may not be practical to generalize the findings to business organizations or industries as they have special offers and packages designed for their nature of the study.,This research is intensely valuable for Etisalat telecommunication company as it reflects and rates their service provided to the individuals of the society (citizens and residents) from five different critical dimensions. Consequently, it offers the firm the chance to improve the negative gaps in their services. Thus, higher customer satisfaction and loyalty.,This study demonstrated that a multi-cultural society could influence customers’ expectations and perceptions of service quality. The study results showed opposing expectations and perceptions to the same dimension from people of the same age group. The highest gaps were found to be in the tangibility and assurance dimensions whilst the lowest gap was found in the empathy dimension.","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":"12 1","pages":"109-132"},"PeriodicalIF":2.6,"publicationDate":"2020-02-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1108/ijqss-08-2018-0076","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45677832","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Sustainability of a university’s quality system: adaptation of the EFQM excellence model","authors":"Aija Medne, I. Lapiņa, Artūrs Zeps","doi":"10.1108/ijqss-09-2019-0108","DOIUrl":"https://doi.org/10.1108/ijqss-09-2019-0108","url":null,"abstract":"Modern trends show that universities are searching for new solutions to increase efficiency and improve quality by considering approaches of quality system development that link with strategy and include extensive analysis of risks, processes and stakeholders. The approach that best fits the institution has to be in line with the institution’s strategic objectives, quality culture and policy and key performance indicators. The purpose of this paper and case study is to discover if sustainable development may be achieved by using an appropriate quality system development approach, such as the European Foundation for Quality Management (EFQM) excellence model.,To analyse sustainability and development of the quality system adapted in a higher-education institution, a literature review of different quality management approaches and models was performed. The research includes a case study of the university’s quality management framework based on an adapted EFQM excellence model emphasising on strategic development in the context of sustainability. The key focus of the research is to discover how universities could better focus on sustainable development and benefit from a quality system based on an adapted EFQM excellence model.,Literature analysis indicated that some of the sustainability development activities a university may use are possible to be integrated through quality system models and development approaches. The findings from the literature suggest that the EFQM excellence model may provide a management framework and a comprehensive overview of a university for identifying necessary improvements and promoting the implementation of advancement activities on the road to sustainable development. The principles of the EFQM excellence model may guide in setting a strategic focus on sustainable development of universities.,Sustainability and sustainable development of a university are analysed in terms of quality aspects of higher education, and the research results reveal the main sustainability elements to be analysed and implemented through a university’s strategy and improvement processes. The Riga Technical University quality system called “RTU Excellence Approach” development analysis is given as a case study.","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":"12 1","pages":"29-43"},"PeriodicalIF":2.6,"publicationDate":"2020-02-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1108/ijqss-09-2019-0108","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48090655","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Customer aggression and service sabotage","authors":"Ruhama Goussinsky","doi":"10.1108/ijqss-01-2019-0004","DOIUrl":"https://doi.org/10.1108/ijqss-01-2019-0004","url":null,"abstract":"The purpose of this study aims to investigate the independent and combined moderating effects of social sharing and rumination on the relationship between customer aggression and service sabotage.,Two samples of service providers were recruited: a sample of face-to-face service employees from various organizations (N = 481) and a sample of call center employees (N = 122). Data were collected using self-reported questionnaires and the research hypotheses were tested using hierarchical regression analyses.,The impact of customer aggression on service sabotage was exacerbated by rumination in Sample 1 and although failing to reach significance (0.08), the same pattern of interaction was observed in Sample 2. The results lend support to the existence of a three-way interaction effect between customer aggression, social sharing and rumination. Specifically, the positive relationship between customer aggression and service sabotage was stronger for employees who reported high levels of both social sharing and rumination compared to employees who reported high levels of social sharing but low levels of rumination.,Implementing stress-management training intended to help service employees avoid using maladaptive coping strategies when confronted with mistreatment can serve to reduce employees’ engagement in retaliatory behaviors directed against customers.,The study’s findings provide one potential explanation for the mixed findings in the literature on social sharing and suggest that sharing of emotions for coping with customer aggression may become a maladaptive strategy for individuals who tend to engage in ruminative thinking whereas it may be a helpful coping choice for individuals who do not.","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":"12 1","pages":"56-72"},"PeriodicalIF":2.6,"publicationDate":"2020-02-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1108/ijqss-01-2019-0004","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47889538","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Impact of accreditation on performance of healthcare organizations","authors":"Swathi K.S., Gopalkrishna Barkur, Somu G.","doi":"10.1108/ijqss-10-2018-0085","DOIUrl":"https://doi.org/10.1108/ijqss-10-2018-0085","url":null,"abstract":"The purpose of this paper is to review the accreditation research in specific to its effect on the performance of healthcare organizations.,A comprehensive search and analysis of literature on the effect of healthcare accreditation were conducted between June 2017 and May 2018. The study identified 62 empirical research studies that examined the effect of healthcare accreditation programmes. Study particulars such as year of publication, objectives, focus of the study, research settings and key findings were recorded. A content analysis was performed to identify the frequency of the main themes in the literature. Knowledge gaps needing further examination were identified.,Majority of the accreditation impact studies were carried out in the developed nations (n = 49). The thematic categories, that is the impact on “patient safety and healthcare quality” (n = 26), “healthcare professionals’ views” (n = 28) and “clinical process and outcomes” (n = 17) were addressed more times. Whereas the other two thematic categories “organizational performance” and “consumers’ views or satisfaction,” each was examined less than 10 instances. This review reveals mixed views on effect of healthcare accreditation. The varied quality of studies and the availability of a few studies on consumers’ perception of accreditation effectiveness were the important limiting factors of this review.,The findings are valuable to healthcare managers and hospital administrators in accreditation decisions, whereas findings are of value to researchers and academicians in terms of gaps identified for future research studies pertaining to the impact of healthcare accreditation. Future studies need to consider holistic theoretical frameworks for assessing the effect of accreditation on performance of healthcare organizations to achieve precise results.","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":"12 1","pages":"85-108"},"PeriodicalIF":2.6,"publicationDate":"2020-01-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1108/ijqss-10-2018-0085","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41954690","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Service employees’ personality, customer orientation and customer incivility","authors":"Sandra Kiffin-Petersen, G. Soutar","doi":"10.1108/ijqss-12-2018-0104","DOIUrl":"https://doi.org/10.1108/ijqss-12-2018-0104","url":null,"abstract":"The purpose of this study is to examine the mediating role customer orientation plays in the relationship between service employees’ personality and their perceived experiences of customer incivility.,Service workers from a variety of industries were recruited from an online panel service and asked to complete a self-report on-line questionnaire (n = 253). PLS structural equation modeling was used to test the research hypotheses.,Service employees who are high in agreeableness and core self-evaluations are more customer-oriented and, as a result, report fewer customer incivility experiences. Disagreeable and neurotic service employees are more likely to be selling-orientated, but this was unrelated to customer incivility.,The results are limited because all data are self-report. However, the findings suggest that personality and customer orientation influence employees’ customer incivility experiences.,Service jobs can be stressful, in part, because employees have to deal with rude and abusive customers. However, little is known about the antecedents to customer incivility from the perspective of the service provider. The present study bridges this gap and provides an understanding of the mechanisms by which targeted employees’ personality characteristics and customer-oriented behaviors influence their experiences of customer incivility. The results suggest two possible pathways to reduce employees’ customer incivility experiences including selection and training activities to develop a high core self-evaluation and more customer-oriented behaviors.","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":"12 1","pages":"281-296"},"PeriodicalIF":2.6,"publicationDate":"2020-01-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1108/ijqss-12-2018-0104","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43320770","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"A critical review of alternative measures of telecommunications service quality","authors":"Abd-Elrahman Hassanein Abd-Elrahman, Sally Ali Hassan, Azza Abd-Elkader El-Borsaly, E. Hafez","doi":"10.1108/ijqss-08-2018-0066","DOIUrl":"https://doi.org/10.1108/ijqss-08-2018-0066","url":null,"abstract":"\u0000Purpose\u0000The purpose of this paper is to review the service quality (SQ) models established in various empirical studies conducted across the world specifically applied to telecommunications services.\u0000\u0000\u0000Design/methodology/approach\u0000This paper examines different SQ models reported in the literature applicable to the telecommunications sector. The selected 29 studies were limited to empirical English studies based on survey data and statistical methods of analysis and having the SQ construct defined from the customers’ perspective.\u0000\u0000\u0000Findings\u0000The review of various SQ models in telecommunications revealed that the meaning of SQ may have some universal aspects, as demonstrated by the similarities in the underlying dimensions as proposed in different studies. This paper lends support to the contention that the dimensions of the telecommunications SQ construct and their importance vary with the cultural and country context. A proposed model for measuring telecommunications SQ was presented as a trial to extract the best of previous models.\u0000\u0000\u0000Research limitations/implications\u0000This paper reviews only empirical studies based on survey data and statistical methods of analysis from 2001 to 2019.\u0000\u0000\u0000Practical implications\u0000The paper indicates that a generic instrument for measurement of SQ or even one specifically developed for telecommunications may not be applicable in its original form for all cultural contexts. The development of a customized scale, such as a modified SERVQUAL for measuring the SQ for a particular cultural or country context at that particular time, is warranted.\u0000\u0000\u0000Originality/value\u0000The reported study describes and contrasts a large number of SQ measurement constructs and highlights the usage of dimensions.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":" ","pages":""},"PeriodicalIF":2.6,"publicationDate":"2019-12-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1108/ijqss-08-2018-0066","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49444942","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"A conceptual cooperative model designed for processes, digitalisation and innovation","authors":"Daniel Sehlin, Maja Truedsson, Peter Cronemyr","doi":"10.1108/ijqss-02-2019-0028","DOIUrl":"https://doi.org/10.1108/ijqss-02-2019-0028","url":null,"abstract":"Digital transformations are changing society, and they force industries to react to the market more frequently. Managers are aware of new technical demands, which increase the pressure of meeting those demands. To meet technical demands, radical innovations are one way to stay competitive. However, it is more complex to make them a part of the business. The purpose of this study was to create a framework for small and medium-sized enterprises to become more efficient by starting to digitalise their business processes with the expertise of an external innovation partner.,The study was performed at a case company with an abductive approach where both deduction and induction were used to study the empirical findings and formulate new theories in relation to recognised theory. Qualitative methods have been used in the empirical study due to their flexibility and the fact that the focus of the information gathering was to create a context.,The analysis indicates that a certain level of process maturity can be put in relation to a certain innovation level and a certain level of digital change. According to a process maturity model, an adaptable process could respond to changes in customer demands better, which can be related to changes in the business domain and the society. The research resulted in a conceptual cooperative model based on the three domains of the study. The model has been validated using design reviews with the case company, a consultancy firm and together with an innovation partner.,The model will be a practical template for Small and Medium Enterprises to follow when digitalising business processes and how to prioritise them.,The proposed framework of how to digitalise at different innovation levels coupled to process maturity levels is a novel idea that could be used for further research.","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":"11 1","pages":"504-522"},"PeriodicalIF":2.6,"publicationDate":"2019-12-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1108/ijqss-02-2019-0028","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44350411","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Listening to the voice of students, developing a service quality measuring and evaluating framework for a special course","authors":"Z. Tóth, Vivien Surman","doi":"10.1108/ijqss-02-2019-0025","DOIUrl":"https://doi.org/10.1108/ijqss-02-2019-0025","url":null,"abstract":"The purpose of this paper is to propose a service quality measuring and evaluating framework for courses that are not part of the regular end-of-semester course evaluation system because of their special characteristics. The results of an academic year-long application are also to be demonstrated.,Based on the SERVQUAL methodology and specific models proposed in the literature, altogether 26 statements related to project works were formulated, in case of which, students rated both the importance and performance addressed in each statement on a seven-point Likert scale. With an average 68 per cent response rate and more than 500 filled out questionnaires, importance-performance analyses complemented with statistical analysis were executed to investigate whether there are any differences between the different levels of project work courses, programmes, levels of studies and sub-departments. These results were then followed by focus group interviews by further addressing the importance issues.,Based on the joint conclusions drawn from the statistical analyses and extracted from focus groups, those statements were highlighted that can be considered as dealing with critical to quality issues. The results have been utilized to adjust the questionnaire according to the “voice of students”.,A complex approach is adopted to measure and evaluate service quality on a course level in the form of a post-course questionnaire. The first results lay the foundation for managerial decisions related to project work courses and supervising processes according to the plan–do–check–act philosophy.,During project works, students can master the necessary professional knowledge and those inevitable soft skills that are needed to be successful in the labour market. Therefore, the measurement and evaluation of project work courses may provide new information on course-level service quality and may be linked to total student experience results.","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":"11 1","pages":"455-472"},"PeriodicalIF":2.6,"publicationDate":"2019-12-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1108/ijqss-02-2019-0025","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49469048","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Short-term and long-term quality of service","authors":"J. Ojasalo","doi":"10.1108/ijqss-04-2018-0034","DOIUrl":"https://doi.org/10.1108/ijqss-04-2018-0034","url":null,"abstract":"The purpose of this study is to introduce concepts for understanding and managing short- and long-term development of customer satisfaction related to service quality.,This study is based on empirical qualitative research in professional business-to-business services. The data were collected from in-depth interviews of highly experienced consultants and analyzed in terms of the content of the qualitative data.,This study empirically identifies situations where the level of customer satisfaction with a single service rendered changes over time and is different in short and long term. It finds different short- and long-term quality levels both during a service process and in the post-purchase evaluation period. It finds that sometimes long-term quality can be provided only at the expense of short-term quality and vice versa.,The concepts of short- and long-term quality provide a simple and effective conceptual tool for understanding potential short- and long-term differences in customer satisfaction as well as the reasons for it.,The study highlights the importance of considering quality dynamics at the level of a service rendered, both during the service process and in the post-purchase period. It helps in developing effective ways to understand and manage changes in customer satisfaction in the short and long term. It helps in developing strategies for communicating the overall value of a service to customers in “no pain, no gain” cases.,This study provides concepts for analyzing wicked problems.,Dynamics of quality and satisfaction in services have received very little attention in research studies although the existence and relevance of the phenomenon was recognized long ago. This study introduces new concepts for understanding this phenomenon further by focusing on the short- and long-term effects of the service quality.","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":"11 1","pages":"620-638"},"PeriodicalIF":2.6,"publicationDate":"2019-12-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1108/ijqss-04-2018-0034","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43068511","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Towards the “Homo Deus” excellence perspective?","authors":"Loukas N. Anninos","doi":"10.1108/ijqss-03-2019-0039","DOIUrl":"https://doi.org/10.1108/ijqss-03-2019-0039","url":null,"abstract":"The evolution of management underlines the importance of the human, systemic, technological and contingency element and their interaction along with an amplified awareness of organizations for achieving excellence. This paper aims to discuss whether the fusion of digital, biological and physical world leads to a new excellence perspective and to investigate the potential value of informative neuroscientific findings for setting the foundations for smart services.,This study is based on a literature review regarding the advances of neurosciences and its implications for business. Their usefulness and potential contribution for the provision of smart services are investigated.,The fusion of technological evolution and biological sciences may potentially give birth to a new excellence conceptualization complemented by genetic data whose consequences are hard to predict. Neurosciences offer insights for various human behavior areas that can be used by business practitioners, to refine their thinking and management style and build brain-friendly organizational contexts. The combination of using neuroscientific evidence and technology in service systems sets the foundations for an “intelligent” provision of services in a quality context.,The paper investigates the conceptual development of excellence within the receding context of the “smart era” and the potential contribution of neurosciences for the provision of smart services with reference to quality pioneers’ theories and ideas.","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":"11 1","pages":"542-558"},"PeriodicalIF":2.6,"publicationDate":"2019-12-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1108/ijqss-03-2019-0039","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43175276","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}