Problem Definition: People often make service quality judgments based on information about the quality of each server even though they care primarily about the quality each customer experiences. When and how do server-level quality metrics differ from customer-experienced ones? Can people...

This chapter mainly focuses on the International Organisation for Standardisation (ISO) standards. Companies generally voluntarily adopt those in order to carry a "social" license to operate, as today it is the way to underline their good governance credentials. In transboundary trade...

The purpose of this paper is to examine the extent to which total quality management (TQM) practices have been implemented in Indian service industries. The research reports the findings of an empirical study conducted with a sample of 172 top and middle managers in Indian service industries....

We empirically investigate the pattern of where heart attack patients are transferred between hospitals. Using 2011 Florida State Emergency Department and Inpatient Databases, we demonstrate the relative importance of three key factors in determining transfer destinations: (1) the distance...

This paper discusses about the impact of Total Quality Management in academic Libraries.The Total Quality Management is management approach on quality, based on the participation of an organisation and aiming at long term success. This is achieved through customer satisfaction and benefits of...

This paper aims to understand the impact of e-Service Quality Management (e-SQM) in hotels on British tourists’ satisfaction. E-SQM and tourist satisfaction are vital concepts that hotels must understand to achieve a competitive advantage. This paper provides a broad-based analysis which will...

The purpose of this study is to analyze the factors that are thought to improve the quality of regional planning in the city of Medan. The population in this study were officials involved in the planning and budgeting process in each regional organization. Variables that are thought to influence...