The measurement of a service Quality is a relevant issue for organizations. In this paper we describe an application of the Parasuraman, Zeithalm and Berry’s (PZB) conceptual model of service Quality in the field of the water and sewage service. The PZB model determinants have been specialized...

The water and sewage industry provides an essential service to the community, but it is characterized by natural monopoly tendencies of service suppliers. In this framework, it is very important to assist regulators with a small set of critical indicators (performance dashboard) for the...

The increasing competition both in the public and private sectors gave rise to a growing interest in quality improvement and in designing and implementing Performance Measurement Systems (PMS). Academic organizations also recognized the need for implementing performance measurement systems. Some...

Purpose: The purpose of this paper is to dissect the diffusion of the number of organizations that implemented multiple management systems (MSs), considering the International Organization for Standardization (ISO) 9001, ISO 14001 and OHSAS 18001 standards (quality, environment and safety) in...

Based on an idea by Kosmulski, Franceschini et al. (2012, Scientometrics 92(3), 621–641) propose to classify a publication as “successful” when it receives more citations than a specific comparison term (CT). In the intention of the authors CT should be a suitable estimate of the number of...

The aim of this brief communication is to reply to a letter by Kosmulski (Journal of Informetrics 6(3):368–369, 2012), which criticizes a recent indicator called “success-index”. The most interesting features of this indicator, presented in Franceschini et al. (Scientometrics, in press),...