Purpose Existing research evidence shows a fragmented understanding of the roles of first-line employees (FLEs) as essential factors for successful lean implementation in small- and medium-sized enterprises (SMEs), provoking recent calls for additional research on the identification of enablers...

Purpose: The purpose of this paper is to analyse whether internet forums are an appropriate source for identification of causes of dissatisfaction of patients with non-medical aspects of healthcare services. Design/methodology/approach: Based on the guidelines of netnography qualitative...

Despite the success that the ISO 9001 standard has achieved it has been extensively criticized and empirical studies have shown controversial results about its impact on performance. Our conceptual study was motivated by the mentioned dilemma about ISO 9001 effectiveness, and the controversy...