Purpose – To empirically investigate the relationships among critical TQM factors and business results. Design/methodology/approach – Twenty‐three hypotheses regarding the relationships among TQM factors and business results have been developed through literature review and tested using...

Purpose – This study was designed to extend knowledge of cognitive processing of country of origin cues by refining the concept of country image and investigating its role in product evaluations. Design/methodology/approach – Data were collected from residents of a large North American...

Purpose – This paper aims to focus on the diffusion process of Knowledge management systems (KMSs). Specifically, to identify the sequence of stages of the process. Design/methodology/approach – The paper presents a six‐stage model of the KMS diffusion process. It then provides an...

Purpose – This research study aims to examine the practicality and application of a customer‐based brand equity model, based on Aaker's well‐known conceptual framework of brand equity. Design/methodology/approach – The study employed structural equation modelling to investigate the...

Job satisfaction and burnout are two multidimensional constructs, which represent affective work responses. The present study was designed to examine: the multivariate relationship between burnout and job satisfaction, and the degree of their distinctiveness. Self‐reported questionnaires were...

This study investigates the applicability of a modified SERVQUAL instrument as a means of measuring residents' perceptions of long‐term health‐care service quality in the USA and UK. The results confirm a stable, four‐factor structure that is similar to previously defined service quality...