Purpose–The purpose of this paper is to investigate, by reviewing the literature, the
relationship between quality management and business performance with a comparison …

Purpose–This paper seeks to examine the relationship between service quality and
behavioural purchase intentions in the public‐sector transport industry in Spain …

Purpose–The purpose of this paper is to analyze citizen satisfaction with public service
delivery in the Sedibeng district municipality of South Africa. The municipality consists of …

Purpose The capability of an organization to perform not only incremental quality
improvements to the existing processes and products but also innovative or radical …

Purpose–The purpose of the paper is to discover quality dimensions for the health‐and‐
fitness industry and to examine the salient aspects of the quality‐management practices of …

This empirical study examines the association between total quality management (TQM)
practices and performance, ie quality, business, and organizational performance. The …

This article examines experienced differences in values between employees in the public
and private sector. To elucidate them, the authors interviewed 30 employees of the public …

Total quality management (TQM) practices can be described as best ways in which
organisations and their employees undertake business activities in all key processes. These …

Purpose–The purpose of this paper is to analyse the relationships between marketing and
quality in the value‐creation process. Design/methodology/approach–The paper combines …

Customer perceptions of quality – a study in the SPA industry | Emerald Insight Books and
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