Total Quality Management & Business Excellence

Title Publication Date Language Citations
Diagnosing and prognosticating the quality movement – a review on the 25 years quality literature (1987–2011)2013/02/01English70
Development of e-service quality measure for internet-based financial institutions2008/09/01English69
Implementing supply chain quality management2008/11/01English69
Website quality and customer's behavioural intention: an exploratory study of the role of information asymmetry2005/03/01English68
Integrating Kano’s Model into Web- community Service Quality2004/09/01English68
Lean Service: A literature analysis and classification2012/04/01English68
IPA–Kano model: A new tool for categorising and diagnosing service quality attributes2012/08/01English68
ISO 9000 Performance in Japanese Industries2004/01/01English67
The impact of ISO 9001 standard and the EFQM model: The view of the assessors2011/02/01English67
Total Quality Management, strategic orientation and organizational performance: the case of Spanish companies2006/04/01English67
A study on service quality of virtual community websites2003/06/01English67
A Kano-CKM model for customer knowledge discovery2006/06/01English66
Relative impacts from product quality, service quality, and experience quality on customer perceived value and intention to shop for the coffee shop market2009/11/01English66
The relationship between TQM, learning orientation and market performance in service organisations: an empirical analysis2011/12/01English66
Kano model: A dynamic approach for classifying and prioritising requirements of airline travellers with three case studies on international airlines2009/09/01English66
The Future of TQM is Past. Can TQM be Resurrected?2004/06/01English66
Building a new culture for quality management in the era of the Fourth Industrial Revolution2017/04/10English65
Defining business process maturity. A journey towards excellence2011/11/01English65
Internet service quality and customer satisfaction: Examining internet banking in Greece2009/02/01English63
Measurement of Service Quality from the Customer's Perspective – An Empirical Study2007/06/01English63
Integrating QFD for product-service systems with the Kano model and fuzzy AHP2018/05/01English63
The daily work of Lean leaders – lessons from manufacturing and healthcare2013/08/01English61
TQM and organisational culture: How do they link?2012/02/01English61
In search of quality: measuring Higher Education Service Quality (HiEduQual)2017/06/14English61
Total quality management, high-commitment human resource strategy and firm performance: an empirical study2005/01/01English60
A comparative analysis of Lean practices and performance in the UK manufacturing and service sector firms2012/04/01English60
Brand equity, relationship quality, relationship value, and customer loyalty: Evidence from the telecommunications services2011/09/01English60
The mediating effect of employees’ involvement on the relationship between Industry 4.0 and operational performance improvement2018/10/11English60
Examining patient perceptions of service quality in Turkish hospitals: The SERVPERF model2018/01/21English59
The application of Kano model in the healthcare industry: a systematic literature review2017/05/23English58