This study proposes a multiple mediation model to analyze the relationship between satisfaction and loyalty. The study's contribution to the literature is to examine, empirically, the main antecedents and determinants of this endogenous variable in greater depth. Thus, the research fills a gap...

Purpose – This paper aims to advance in the knowledge of the EFQM model as a framework for implementing total quality management (TQM). To do so, the work identifies the soft-hard TQM factors in the EFQM model, investigates the relationships between these factors and analyses their influence...

The position of a firm in inter-organizational networks that occur in geographic clusters can affect innovation. This study analyzes a wide range of ties and how they impact on the transmission of tacit and explicit knowledge. Thus, a firm's position influences its innovative performance in...