Purpose – The purpose of this paper is to highlight the problems in the measurement of service quality, why management seems to ignore some of the costs of poor service quality, as well as the repercussions of this, and how to implement service quality correctly in organizations....

Purpose – The purpose of this paper is to discuss areas where there could be gaps between traditional quality management concepts and the reality, and point out the modern‐day paradigm shifts as thoughts and ideals of the past gradually give way to realistic assessments and concrete tools of...

Purpose – The purpose of this paper is to see how quality management is carried out in hotels in the Basque Country, a region in the north of Spain with a long tradition in the tourist sector. Design/methodology/approach – The objective of the study was to establish what approaches to...

Purpose – The purpose of this paper is to describe health promotion activities accomplished within a project and to measure the conditions for sustainable health within the case organizations. Also, the purpose is to test a previously developed measurement approach, which measures...

Purpose – The purpose of this paper is to explore the nature of research topics and methodologies employed in existing studies of quality management (QM) in research and development (R&D). Design/methodology/approach – Using a systematic review methodology (SRM), this paper analyzes the...

Purpose – In this paper, research leading to quality management success is examined, elaborated, and highlighted in a new profound way by focusing on the most fundamental aspect of the human dimension, the brain. The purpose is to examine the relationship between brain functioning and quality...

Purpose – The purpose of this paper is to explore the maturity of quality management and digital innovation in an organisation. Furthermore, the purpose is to analyse the relationship between and learning opportunities of the two concepts based on that maturity. Design/methodology/approach –...

Purpose – The purpose of this paper is to investigate how a quality profile can evolve over time and, in particular, how different kinds of interventions can further develop or change an existing quality profile. Design/methodology/approach – Data was collected over a five‐year period,...

Purpose – The purpose of this study is to identify possible correlations between the stated “enablers” and “results” in excellence models, and to explain how different variables contribute to the “enablers” and “results”. A cross-case study of two different excellence models,...