Many scholars and service practitioners perceive service recovery as an important means to retain customer after service failures, but in practice many service recovery efforts are unsuccessful. Studies on service recovery suggest that recovery activities are the core process of service...

Purpose – This paper aims to explore the practice of quality management framework as a strategic tool for public management. Design/methodology/approach – The paper starts with a basic process‐based model; it then enhances the model with the quality management principles for continuous...

Non-financial auditing and third-party certification of management systems (such as the ISO 9000 quality management system) is becoming a pervasive activity amongst an increasing number of firms and their supply chains. Though the literature has paid substantial attention to adopting firms,...