Abstract In recent years, numerous studies in the field of service quality have been carried out. However, relatively few addressed specific context higher education. The purpose this study has to examine what dimensions constitute education and compare these with that developed general research. focus on academic business a student perspective was chosen. First, 29 in‐depth interviews were Based interviews, questionnaire constructed responses obtained from 448 Austrian Swedish students....

Abstract Purpose – The purpose of the paper is to create an increased understanding new product development processes concerning customer involvement. A relationship marketing perspective has provided theoretical basis, allowing a perspective. Design/methodology/approach qualitative, multiple case study, based on in‐depth interviews in three small companies and large, multinational enterprises been carried out. Findings findings indicate value cross‐functional teams use formal methods for...

Purpose In this study, the effects of different models and tools quality management are examined. The purpose is to identify differences in generated by tools. Design/methodology/approach A questionnaire was mailed 500 Swedish professionals. questions concerned their companies' adoption values TQM, use TQM they notice. Correlation analysis multiple regression were carried out. Findings findings show that there statistical correlation between successful management. usefulness Quality Award,...

On the more fundamental level total quality management (TQM) is based on a number of core values. Implementing these values requires cultural transformation company. The purpose this study to add understanding how fundamentals TQM are viewed in different settings. Hypotheses formed regarding possible correlations between and dimensions. hypotheses tested with questionnaire answered by managers from SKF group 30 countries world‐wide. It found that dimensions uncertainty avoidance...

Purpose The purpose is to gain an understanding of how traditional service companies use the internet in their marketing communication and what effect has had on other channels. Design/methodology/approach Multiple case studies have been carried out at 19 Swedish companies. Findings findings show that three different communications strategies are used depending scope extent which utilise relationship marketing. Small or decentralised personalised strategy. Large option using either mass...

Purpose The purpose of the paper is to discover quality dimensions for health‐and‐fitness industry and examine salient aspects quality‐management practices organisations in this industry. Design/methodology/approach research uses a grounded‐theory approach multiple case study 15 companies Swedish Qualitative methods form in‐depth interviews observation are utilised data collection. Findings finds that framework fitness management developed presented. found be “pleasure”, “mental change”,...

Contains a discussion of how the TQM concept can be further developed so as to give more room for innovations grounded in profound understanding customers and their situation. A typology different quality configurations, based on three basic themes customer understanding, aligning processes supporting people, is presented. It suggested that, although focus revered, methods developing deeper customers’ situation are not sufficiently integrated into TQM. Contributions from consumer behaviour...

The purpose of the study reported in this article has been to explore and describe influence some national cultures on way quality management is practised. Case studies have carried out UK, Germany, France Italy. Some differences focus found. These are related cultural theory. Hofstede’s dimensions power distance uncertainty avoidance relevant for understanding variation. managerial implications also discussed, notably with reference multinational companies. different aspects consider when...

Telemedicine in primary health care is expected to address many of the issues currently challenging service delivery. However, impact and effect will depend on who use new technology. The objective study was investigate differences between users non-users telemedicine integrated into traditional office-based care. Quantitative registry-based population two regions southeast part Sweden (n = 73,486), comparing with across variables sex, age, socioeconomic status (SES), morbidity seeking...

Purpose The purpose of this paper is to examine and discuss the effects quality management in health care sector general on employees. Design/methodology/approach empirical basis consists three case studies one industrial manufacturing company two hospitals. data have been gathered with both qualitative quantitative methods. Findings twofold value management, preventing disease by supporting more rewarding working conditions as well improving treatment increasing effectiveness organisations...

Even though much research has been carried out regarding various sustainability issues, the into cultural aspects of and quality is very limited. The purpose this study to explore culture an award-winning company that successfully working with quality. ambition contribute development sustainable management. In order identify describe their ways working, a case was at Sky Factory, innovative manufacturing which utilises Lean principles. In-depth interviews were performed CEO number employees...

This article departs from Mintzberg's framework in which five different organisational configurations are defined. The purpose of the study has been to identify and describe differences between organisations determine way that quality management is used effects produced. research population comprised members Swedish Association for Quality. A questionnaire was mailed 500 members. questions concerned values, models techniques as well outcomes difficulties using these techniques. results show...

Abstract In this paper, the concept of trust is elaborated upon and compared with traditional values quality management. Trust approached from areas relationship marketing organisational learning where it a frequent element. The purpose to create framework based on previous research, particularly in learning, analyse whether should be regarded as core value Properties management, are described. Concerning value, found that dissimilarities current make an unsuitable candidate for inclusion...

Purpose The paper concerns the three main accreditation standards for business schools: EQUIS, AACSB and AMBA. purpose of this is to analyse these from a quality management standpoint. Design/methodology/approach study conceptual review analysis mentioned above perspective management. constant comparative method grounded theory approach has been used generate categories two major award models, which are then compared with criteria models. Findings findings show implications accreditations....

This article concerns a study with the purpose of identifying differences in management quality between manufacturing, private service and public organisations. A questionnaire was sent to members Swedish Association for Quality. Some interesting were identified. Customer orientation is highest sector lowest sector. The manufacturing companies’ usage ISO 9000 extremely high their Quality Award fairly low whereas organisations use both these two models equally. corresponds finding that...

The purpose of the study reported is to explore approaches that multinational companies take in order handle international differences their management quality. Qualitative methods for data collection have been used. empirical consist in‐depth and/or focus group interviews at five companies. shows that, although magnitude problems raised by limited, some important implications exist. most impact are those culture, and especially cultural dimension power distance. issue centralisation versus...

The first purpose of this study was to verify the relationship between workplace health and quality management, particularly values 'leadership commitment' 'participation everybody' whose importance previous research has pointed to. second examine constituents mechanics relationships those values. A case carried out in a Swedish manufacturing company using data triangulation form in-depth interviews focus-group on three levels. findings show that perceptions management were significantly...

Stress and bullying create severe pressure on workplace health. Although the connection between quality management health is beginning to be well established, association stress has not been previously studied. The purpose of paper examine associations values, stress.A questionnaire based theory previous research was constructed delivered a sample Swedish secondary school teachers. included developed constructs values In addition, measuring stress, demand, control were included. Correlation...

The purpose of this mixed-methods study was to explore how medical secretaries experience digital transformation in a Swedish healthcare organisation, with focus on workplace climate and health.

The purpose for this paper is to explore social media marketing from the perspective of entrepreneurial learning. theoretical basis consists contributions fields organisational learning and entrepreneurship. An empirical study involving ten companies has been carried out. data were analysed with methods inspired by grounded theory. Categories describing companies’ presence an are provided. value using as a framework shown. Thus, presents novel way studying activities which should contribute...

Purpose The purpose of this study is to explore dimensions customer perceptions factors important for a quality experience in the SPA industry and assess service implications these dimensions. Design/methodology/approach empirical involved seven Swedish hotels. first part was qualitative, consisting focus-group interviews with hotel guests. In addition, providers’ were collected through cafés. qualitative parts analysed constant comparative technique from grounded theory approach. Based on...

The objective of the study was to explore experiences healthcare staff working with and being part implementation a digital platform for patient-provider consultation across quality dimensions access, efficiency, patient safety.The uses qualitative design investigate views professionals. Data collection combined semi-structured individual focus-group interviews. Content analysis used identify categories within content areas 'access', 'efficiency', 'patient safety'.The basis an e-consultation...

Purpose The objective is to re‐visit and up‐date a seminal framework of marketing schools. Design/methodology/approach authors provide conceptual description positioning old, modern recent Findings Recent developments in – such as services marketing, industrial relationship do not fit into the Research limitations/implications have limited discussion human practice academic discipline marketing. In addition, authors' focus on part business. Practical implications up‐dated schools may assist...