International Journal of Quality and Service Sciences最新文献

{"title":"Corporate image as an enabler of customer retention","authors":"Vai Shiem Leong, Diyana Maslina Hj Ahady, Nazlida Muhamad","doi":"10.1108/ijqss-08-2021-0115","DOIUrl":"https://doi.org/10.1108/ijqss-08-2021-0115","url":null,"abstract":"\u0000Purpose\u0000This study aims to examine the extent of corporate image of mobile telecommunication company on service quality and price fairness, which subsequently play important roles in influencing customer satisfaction and loyalty.\u0000\u0000\u0000Design/methodology/approach\u0000A questionnaire was administered to subscribers of mobile service providers in Brunei. The proposed research model was tested using structural equation modeling to estimate the relationships between corporate image, service quality, price fairness, customer satisfaction and loyalty.\u0000\u0000\u0000Findings\u0000The results indicated that favorable corporate image positively affects network quality, customer support and price fairness, which, in turn, lead to formation of customer satisfaction and customer loyalty.\u0000\u0000\u0000Originality/value\u0000This study demonstrates the magnitude of corporate image as an enabler of market dominance, recognizing that superior corporate image can become a first mover advantage and competitive advantage, which explains the high customer retention of a mobile telecommunication company. The effects of corporate image as a first mover advantage have not been highlighted in the literature of first mover advantage of mobile telecommunication; therefore, this study provides a new insight in this study area.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":" ","pages":""},"PeriodicalIF":2.6,"publicationDate":"2022-04-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44565711","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":"Quality, resilience, sustainability and excellence: understanding LEGO’s journey towards organisational excellence","authors":"J. Dahlgaard, Loukas N. Anninos","doi":"10.1108/ijqss-12-2021-0183","DOIUrl":"https://doi.org/10.1108/ijqss-12-2021-0183","url":null,"abstract":"\u0000Purpose\u0000This study aims to reflect on quality, sustainability and resilience as emerging organisational priorities within total quality management (TQM) and organisational excellence.\u0000\u0000\u0000Design/methodology/approach\u0000The paper uses a conceptual approach based on reflection and theoretical studies on the philosophical foundations of quality, excellence, resilience and sustainability as cornerstones for organisational excellence. Bearing in mind that sustainable excellence rests upon a combination of systemic and soft issues that define organisational ability for resilience and sustainability, there is a need to analyse and reflect on short business cases from world-leading companies and further reflect on the fundamental principles, which have helped such companies to survive, grow and sustain. This study includes such a business case – the LEGO case. In addition, a Japanese case has been included. Japanese training material on human motivation developed in the 1980s exemplifies how company managers were trained, at that time, to understand and practice human motivation, excellence principles and tools.\u0000\u0000\u0000Findings\u0000Organisational excellence constitutes an evolving concept as the world becomes more chaotic and interconnected with multiple disruptive shocks. Organisational excellence challenges the inflexibilities of Newtonian mindsets, recognising the paramount importance of interactions and further underlining the significance of invisible elements such as human potentiality, motivation and values that formulate the principles of organisational excellence.\u0000\u0000\u0000Originality/value\u0000The paper investigates the notions of quality, resilience and sustainability and their relation to motivation and organisational excellence within the framework of business management and TQM. A world-leading company – LEGO – will be used to exemplify the theoretical findings together with the Japanese Motivation Training Programme case.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":" ","pages":""},"PeriodicalIF":2.6,"publicationDate":"2022-04-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45126058","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":"Assessing service quality and the perceptual difference between employees and patients of public hospitals in a developing country","authors":"Ernest Afene Fiakpa, Thu-Huong Nguyen, Anona Armstrong","doi":"10.1108/ijqss-09-2021-0127","DOIUrl":"https://doi.org/10.1108/ijqss-09-2021-0127","url":null,"abstract":"\u0000Purpose\u0000This study aims to examine service quality in Nigerian general hospitals and determines possible differences in service quality perceptions between employees and patients.\u0000\u0000\u0000Design/methodology/approach\u0000Using the Servqual scale, data was collected from 328 employees and patients of two government hospitals in Abuja and Delta states. Analysis was carried out using SPSS 26 package for constructs reliability frequency, mean, standard deviation and t-statistics.\u0000\u0000\u0000Findings\u0000The study found significant differences in the perception of service quality between employees and patients of the Nigerian general hospitals. While employees gave a high rating to empathy, patients rated it low. Also, the patients’ poor perception of tangible did not match the employees’ high perception. Other specific findings are patients’ unfavourable assessment of the physical facilities and judged the staff to lack professional dressing. Patients felt the hospitals could not provide necessary equipment for their procedures and thus considered their services unreliable.\u0000\u0000\u0000Practical implications\u0000Reliability was perceived as a significant problem in this study; therefore, the hospitals management should ensure correct diagnoses and treatment results of the highest quality and timely services. Also, the management should invoke strong relationships between the employees and patients to earn patients’ trust. Employees should ensure to listen to patients’ complaints and find solutions promptly. Patients need health-care workers’ support and rely on their abilities; Therefore, health-care workers should be highly dependable and show empathic behaviour in discharging their duties. Health-care managers must access employees‘ and patients’ particular perceptual gaps and reconcile the difference before further quality improvement initiatives.\u0000\u0000\u0000Originality/value\u0000The findings in this study strengthen the clamour for assessing service quality from both employees and patients’ views in public hospitals. Hospital service quality is complex and primarily judged from the patients’ perspective. This study showed that health-care quality means different things to all stakeholders.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":" ","pages":""},"PeriodicalIF":2.6,"publicationDate":"2022-04-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43645266","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":"Influence of quality management and allied certifications on consumers","authors":"Neeraj Yadav, P. Heriyati, H. Kumar, D. Tamara","doi":"10.1108/ijqss-09-2021-0120","DOIUrl":"https://doi.org/10.1108/ijqss-09-2021-0120","url":null,"abstract":"\u0000Purpose\u0000The perception of consumers towards the products or services that are provided by organisations that are certified to various international quality management and allied standards, such as the standards developed by the International Organization for Standardization, has not been extensively researched. Available research is limited to few standards. It is not comprehensively explored if consumers view certified products, services or organisations favourably in each case. This study aims to explore inclination of three consumer categories i.e. retail consumers, business consumers and subject expert consumers towards 11 international management system standards.\u0000\u0000\u0000Design/methodology/approach\u0000A survey is carried out among 229 consumers of different types in different countries. Total 11 quality management and allied standards are studied. Similarities and differences among different consumer groups towards these 11 standards are analysed using Chi-square test.\u0000\u0000\u0000Findings\u0000The study shows that although all consumer categories perceive products, services, and organisations certified to international management system standards favourably, the inclination towards certification is greater among developing economies than in developed economies. It is also proven that all standards are not equally popular among consumers. The brand name of a certification agency is found not influencing consumer’s preference towards certification.\u0000\u0000\u0000Originality/value\u0000The study is unique in three ways. First, it comprehensively analyses multiple quality management and allied standards from consumers’ point of view. Similarities and differences among retail consumers, business consumers and subject experts are researched, which was not attempted previously and thus it shows a novel approach. Second, no other study has analysed so many standards together. Third, differences in perception of consumers towards international standards between developing and developed nations are compared, which was not available earlier for all the 11 standards.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":" ","pages":""},"PeriodicalIF":2.6,"publicationDate":"2022-03-31","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44620416","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 incivil behavior and employee retaliation","authors":"A. Agnihotri, S. Bhattacharya","doi":"10.1108/ijqss-09-2021-0137","DOIUrl":"https://doi.org/10.1108/ijqss-09-2021-0137","url":null,"abstract":"\u0000Purpose\u0000The purpose of this study is to examine a moderated mediation relationship between customer incivility and employee retaliation.\u0000\u0000\u0000Design/methodology/approach\u0000This study tested the hypotheses using data from 459 hospitality industry employee responses. Data was collected by using Amazon’s MTurk.\u0000\u0000\u0000Findings\u0000The study results suggest that employee anger mediates the customer incivility and employee retaliation relationship. Further, the employee’s regulatory focus (namely, promotion and preventive regulatory focus) moderates this mediated relationship. Specifically, employee promotion regulatory focus positively moderates the relationship between customer incivility and employee anger, whereas prevention regulatory focus negatively moderates the relationship.\u0000\u0000\u0000Originality/value\u0000Extant study has not explored customer incivility and employee retaliation relationship under moderated mediation influence of regulatory focus and employee anger, respectively.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":" ","pages":""},"PeriodicalIF":2.6,"publicationDate":"2022-03-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45067497","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":"Resilience of Brazilian health-care professionals during the pandemic","authors":"Claudia Araujo, M. Siqueira, L. Amaral","doi":"10.1108/ijqss-08-2021-0111","DOIUrl":"https://doi.org/10.1108/ijqss-08-2021-0111","url":null,"abstract":"\u0000Purpose\u0000Health-care professionals are caring for patients in unprecedented circumstances during the COVID-19 pandemic, dealing with scarce resources, higher demand and uncertain outcomes. In this context, the purpose of this study is to explore the views of health-care professionals regarding their work conditions and perceived impacts of the pandemic on their health, as well as the role of resilience and improvisation in face of the new challenges.\u0000\u0000\u0000Design/methodology/approach\u0000This exploratory and qualitative study carried out semi-structured interviews with eleven health-care professionals from three Brazilian states that have been working in intensive care settings during the pandemic.\u0000\u0000\u0000Findings\u0000The pandemic has posed a great personal and professional burden on the professionals, impacting their physical and mental health. It also has required them greater resilience and improvisation capabilities to adequately perform work-related activities.\u0000\u0000\u0000Practical implications\u0000In addition to individual-level attitudes, the results suggest that aspects in the government, society, personal relationships and providers domains influence the effects of the pandemic on the health-care professionals and how they cope with the ongoing crisis. Such a multifactorial approach should therefore be considered by health managers.\u0000\u0000\u0000Originality/value\u0000With no similar effort identified, this study emphasizes the relevance of discussing the pandemic burden on frontline professionals and intends to be useful for health practitioners, managers, academics and policymakers.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":" ","pages":""},"PeriodicalIF":2.6,"publicationDate":"2022-02-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46360173","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":"Marketing platform products for successful customer outcomes: an empirical investigation of project process integration","authors":"P. Hong, Young Soo Park, Xiyue Deng, David Hwang","doi":"10.1108/ijqss-09-2021-0130","DOIUrl":"https://doi.org/10.1108/ijqss-09-2021-0130","url":null,"abstract":"\u0000Purpose\u0000Cross-functional teams engage in developing platform projects which become the basis of many smaller projects. The purpose of this paper is to examine how project teams engage in front-end plan formulation and backend work implementation. This paper shows the critical linkage role of platform product practices.\u0000\u0000\u0000Design/methodology/approach\u0000This study examines the conceptual framework and research model by using a survey questionnaire for the target respondents of product development managers from the USA and Korea. After refining processes, this study determines the items for each variable for the large-scale survey.\u0000\u0000\u0000Findings\u0000Results suggest that when heavy-manager and customers are jointly or separately involved with a project team for the formation of shared team purpose and mission, then there would be differences in terms of information quality, shared team purpose and mission and the project outcomes. If the primary roles of heavyweight leadership and customer involvement are to improve information quality in terms of reduction of uncertainty and equivocality, then the project team is empowered enough to work on the formation of shared team purpose and mission on their own. Platform product practices are a linkage between front-end planning and back-end work doing which guides more specific projects with shared purpose and performance goals.\u0000\u0000\u0000Research limitations/implications\u0000As the data collection was limited to the USA and Korea, generalizability across diverse contexts requires caution. However, the findings provide meaningful insight on how to manage projects in an environment of increasing complexity and ambiguity.\u0000\u0000\u0000Practical implications\u0000This study provides interesting insight into how project teams approach platform product development. Based on the empirical test, this study shows how cross-functional teams integrate front-end project plan formulation and back-end project work implementation. This study also presents how heavyweight manager and customer involvement addresses the front-end information challenges and influence platform product practices.\u0000\u0000\u0000Originality/value\u0000This study empirically tests the role of fuzzy front planning in impacting project team success. In particular, this study highlights the dynamic relationships between heavyweight managers and customer involvement, information quality (i.e. uncertainty and equivocality), and the nature of team purpose and mission which are all crucial for effective cross-functional teamwork.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":" ","pages":""},"PeriodicalIF":2.6,"publicationDate":"2022-02-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45901160","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 experience in digital banking: a review and future research directions","authors":"S. Chauhan, A. Akhtar, Ashish Gupta","doi":"10.1108/ijqss-02-2021-0027","DOIUrl":"https://doi.org/10.1108/ijqss-02-2021-0027","url":null,"abstract":"\u0000Purpose\u0000This study aims to demonstrate digital banking’s influence on customers’ evaluation of service experience and develop a framework identifying the most significant variables of digital banking that influence the financial performance of banks.\u0000\u0000\u0000Design/methodology/approach\u0000This structured review of literature, guided with the preferred reporting items for systematic reviews and meta-analyses framework, takes a digital banking perspective to identify 88 articles published between 2001 and 2021, examining distinct aspects of digital banking and their impact on financial performance.\u0000\u0000\u0000Findings\u0000Customer experience (CE) is determined by functional clues (functional quality, trust and convenience), mechanic clues (website attributes, website design, perceived usability) and humanic clues (customer complaint handling). The study is furthered to combine CE with the service profit chain model. This study also fills the gap to understand the use of “gamification” in technology-driven banking services to enhance CE. Finally, an integrative framework is proposed to link technology-related factors (digital banking clues and gamification), customer-related factors (CE, customer satisfaction and customer loyalty) and performance-related factors (financial performance).\u0000\u0000\u0000Practical implications\u0000The study conceptualises a “total” CE framework that banks can use to enhance their online presence. Banking service providers could also analyse their financial results based on digital banking’s impact on customers. Besides, banks can use this framework to strategically place “game-like features” in their digital platforms.\u0000\u0000\u0000Originality/value\u0000This study attempts to significantly contribute to the digital marketing literature related to CE with banks. It is one of the first studies to determine gamification explicitly in banking literature.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":"1 1","pages":""},"PeriodicalIF":2.6,"publicationDate":"2022-02-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41859427","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":"Designing a quality scorecard (QSC) for system integration in the era of Industry 4.0","authors":"Hye Young Roh, Shujaat Ali, Hojun Song, W. Shin","doi":"10.1108/ijqss-11-2020-0173","DOIUrl":"https://doi.org/10.1108/ijqss-11-2020-0173","url":null,"abstract":"\u0000Purpose\u0000This study aims to investigate the criteria to measure and manage a software project’s quality indicator elements needed to implement system integration in the Industry 4.0 era.\u0000\u0000\u0000Design/methodology/approach\u0000The standard software process model SPICE: a crucial part of the system integration software development process, is analyzed to explore how the factors of the SPICE model rate qualitatively on the quality scorecard (QSC). QSC is a qualitative performance measurement model based on the cost of quality (COQ) perspective. The SPICE model’s effectiveness is examined in terms of system integration (SI) quality, and factors for improving this quality are determined.\u0000\u0000\u0000Findings\u0000The authors proposed future directions for improving SI management. The seven SPICE process groups were analyzed comparatively by matching them to the QSC. The SPICE model was found to achieve 63% with the required factors in QSC. Also, the uncommitted items indicated need to be considered for additional management in SI quality.\u0000\u0000\u0000Practical implications\u0000Since SPICE is revised every five years, it is suggested from this study that diagnosing the assessment items from the COQ perspective using QSC is one strategy to quickly enhance the quality of SI management in this rapidly changing technology revolution.\u0000\u0000\u0000Originality/value\u0000This research is the first study of its kind, proposing a methodology for adapting quickly to the Fourth Industrial Revolution’s changes and showing how the standards have changed the SPICE model over time.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":" ","pages":""},"PeriodicalIF":2.6,"publicationDate":"2022-01-31","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45519994","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":"The evolution of quality: from inspection to quality 4.0","authors":"E. E. Broday","doi":"10.1108/ijqss-09-2021-0121","DOIUrl":"https://doi.org/10.1108/ijqss-09-2021-0121","url":null,"abstract":"\u0000Purpose\u0000Quality has undergone several transformations over the past decades. From the inspection to total quality management (TQM), some tools have been created to improve the performance of industrial processes and services, such as control charts and Pareto’s diagram. Now, the fourth industrial revolution (4th IR), Industry 4.0, has become part of the routine of organizations and people. The purpose of this paper is to verify how traditional quality concepts are being adapted within organizations.\u0000\u0000\u0000Design/methodology/approach\u0000As the term “Quality 4.0” is still recent, this research aimed to conduct a literature review on the topic by using the systematic literature review method called Bibliometrix. Through the combination of keywords, 116 papers were found. After eliminating the repeated papers, an analysis was made with the remaining 104 papers, presenting the sources of publication, period of publication, countries, among other characteristics. Finally, a more detailed analysis of the 10 most recent papers published in journals was performed.\u0000\u0000\u0000Findings\u0000The main results of this research are: publications on the topic have increased significantly from 2013, mainly in journals and conference papers; the most important elements connected with Quality 4.0 are Quality Management and Industry 4.0; there is not yet a universal definition for Quality 4.0; however, it seems that digital tools can be used to improve the performance of processes; one can expect a natural evolution from TQM to Quality 4.0, not replacing the traditional quality methods; activities inside organizations will be faster and smarter, due to the use of Big Data and Artificial Intelligence (AI), combined with traditional quality methods.\u0000\u0000\u0000Originality/value\u0000Identifying new approaches and gaps for quality research may improve the development of new concepts and tools.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":" ","pages":""},"PeriodicalIF":2.6,"publicationDate":"2022-01-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44131705","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}