Purpose – The purpose of this paper is to promote successful application of quality function deployment (QFD) combined with quantitative techniques in service organizations. Design/methodology/approach – The paper assesses advantages and disadvantages of implementing the QFD method in...

Purpose – The purpose of this paper is to ascertain the most relevant quality factors and communication activities that are suitable as competitive levers in dentistry. Design/methodology/approach – The research is based on a model that highlights the reciprocal influence between patient...

Purpose – This paper aims to contribute to solving the problem of communicating quality to service users. In particular, it seeks to focus on how to render quality tangible for the users within the health service, characterized by a high information asymmetry. Design/methodology/approach –...

Purpose – The purpose of this paper is to propose the use of probabilistic expert systems (PES), as a tool for managing complex multivariate and highly structured information. The aim of this paper is to verify PES' effective potentiality in quality management. Design/methodology/approach –...

Purpose The purpose of this paper is to profile wayfinders into homogeneous sub-groups according to their wayfinding ability, and to investigate the differences between the clusters identified and their evaluations of satisfaction. Design/methodology/approach This study uses survey data...