Total Quality Management & Business Excellence

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  Año 2015, Vol. 26, Número 5-6

  • Integrated management systems towards sustainable and socially responsible organisation

    Iveta Mežinska, Inga Lapiņa, Jānis Mazais

    • Resumen

    págs. 469-481

    

  • Constructing innovative service quality for department stores

    Ming-Kuen Chen, Yen-Ling Lin, I-Wen Chen

    • Resumen

    págs. 482-496

    

  • The use of quality management systems, tools, and techniques in ISO 9001:2008 certified companies with multidimensional statistics: : the Greek case

    Vasileios Ismyrlis, Odysseas Moschidis

    • Resumen

    págs. 497-514

    

  • Exploring the service management standard ISO 20000

    Santi Cots, Martí Casadesús Fa

    • Resumen

    págs. 515-533

    

  • Developing and validating a hierarchical model of service quality of retail banks

    Mohammad Alamgir Hossain, Yogesh K. Dwivedi, Sarah Binte Naseem

    • Resumen

    págs. 534-549

    

  • Internet-banking customer analysis based on perceptions of service quality in Taiwan

    Chih-Chin Liang, Wu Pei-Ching

    • Resumen

    págs. 550-568

    

  • A dual quality function deployment approach for benchmarking service quality

    Hyojin Park, Youngjung Geum, Yongtae Park

    • Resumen

    págs. 569-582

    

  • Effects of clinical pathway implementation on medical quality and patient satisfaction

    Tsu-Ming Yeh, Fan-Yun Pai, Kai-I Huang

    • Resumen

    págs. 583-601

    

  • Research on product quality control in Chinese online shopping: : based on the uncertainty mitigating factors of product quality

    Bo Li, Decheng Wen, Xiaodan Shi

    • Resumen

    págs. 602-618

    

  • Understanding social capital, team learning, members' e-loyalty and knowledge sharing in virtual communities

    Chen-Yen Yao, Chin-Chung Tsai, Yen-Chiang Fang

    • Resumen

    págs. 619-631

    

  • An application of the performance-evaluation model for e-learning quality in higher education

    Eva Martínez Caro, Juan Gabriel Cegarra Navarro, Gabriel A. Cepeda Carrión

    • Resumen
    • Texto completo

    págs. 632-647

    

  • Implementing Design for Six Sigma in large Swedish product developing organisations – an interview study

    Evelina Ericsson, Liv Gingnell, Joakim Lilliesköld

    • Resumen

    págs. 648-660

    

  • Determining the consequents of bank's service quality with mediating and moderating effects: an empirical study

    Mohammad Alamgir Hossain, Yogesh K. Dwivedi

    • Resumen

    págs. 661-674

    

  • Developing control charts in monitoring service quality based on the number of customer complaints

    Kuen-Suan Chen, Tsang-Chuan Chang, Kung-Jeng Wang, Chiao-Tzu Huang

    • Resumen

    págs. 675-689

    

  • A structured approach to integrating audits to create organisational efficiencies: : ISO 9001 and ISO 27001 audits

    Zoé Hoy, Andrea Foley

    • Resumen

    págs. 690-702