The 4A's improvement approach: : a case study based on UNI EN ISO 9001:2008
Michela Poli, Silvia Pardini, Ilaria Passarelli, Ilaria Citti, Davide Cornolti, Eugenio Picano
págs. 1113-1130
TQM practices and knowledge management: : a multi-group analysis of constructs and structural invariance between the manufacturing and service sectors
Keng-Boon Ooi
págs. 1131-1145
Anna Šatanová, Ján Závadský, Mariana Sedliacikova, Marek Potkány, Zuzana Závadská, Miroslava Holíková
págs. 1146-1160
Public administrators' engagement in services co-creation: : factors that foster and hinder organisational learning about citizens
Francesca Magno, Fabio Cassia
págs. 1161-1172
Framework for the generic process of diagnosis in quality problem solving
Cida Sanches, Manuel Meireles, Orlando Roque da Silva
págs. 1173-1187
Modularity's impact on the quality and productivity of embedded software development: : a case study in a Hong Kong company
Hongyi Sun, Waileung Ha, Min Xie, Jianglin Huang
págs. 1188-1201
Practise what you preach: : quality of education in education on quality
Jostein Langstrand, Peter Cronemyr, Bozena Poksinska
págs. 1202-1212
Exploring drivers of student satisfaction and dissatisfaction: : an assessment of impact-asymmetry and impact-range
Josip Mikulic, Ines Dužević, Tomislav Bakovic
págs. 1213-1225
págs. 1226-1241
Bjarne Bergquist
págs. 1242-1254
Valuation of the option of abandoning ISO 9001 certification: : an empirical study in Spain
Manuel E. Sansalvador, José Manuel Brotons Martínez
págs. 1255-1268
Fiorenzo Franceschini, Domenico Maisano
págs. 1269-1281
Quality excellence in complex supply networks: : EFQM excellence model reconsidered
Goknur Arzu Akyuza
págs. 1282-1297
A conceptual framework for the implementation of quality management systems
Jose Arturo Garza Reyes, Luis Rocha-Lona, Vikas Kumar
págs. 1298-1310
Analysis of integrated management systems from various perspectives
J.P.T. Domingues, P. Sampaio, Pedro Arezes
págs. 1311-1334
Explaining the mediating role of service quality between quality management enablers and students' satisfaction in higher education institutes: : the perception of managers
Ehsan Sadeh, Mansour Garkaz
págs. 1335-1356
E-service quality perceptions: : an empirical analysis of the Chinese e-retailing industry
Min Zhang, Lili Huang, Zhen He, Alan G. Wang
págs. 1357-1372
Applying the Malcolm Baldrige National Quality Award criteria: : an approach to strengthen organisational memory and process innovation
Voon-Hsien Lee, Keng-Boon Ooi
págs. 1373-1386
How to implement and apply robust design: : insights from industrial practice
Lars Krogstie, Martin Ebro, Thomas J. Howard
págs. 1387-1405