Ciències Econòmiques i Socials: Recent submissions
Now showing items 161-180 of 237
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The future of standardised quality management in tourism: evidence from the Spanish tourist sector
(Service Industries Journal, 2010-09-28)Quality management is gaining more importance in the tourist sector, in particular, by implementing standardized Quality Management Systems (QMS). A forerunner is the Spanish case, in which specific ... -
Diffusion of quality standards in the hospitality sector
(International Journal of Operations and Production Management, 2013-04-19)Purpose: The aim of this study is to compare the diffusion of certifications under two quality management systems (QMSs) in the tourism sector in Spain: (i) the generic ISO 9001 international standard; ... -
UnivQual: a holistic scale to assess student perceptions of service quality at universities
(Total Quality Management and Business Excellence, 2017-03-20)The aim of this study is twofold. First, we validate a scale to assess the quality of the university experienced by students (UnivQual). Three main dimensions are envisioned: (i) “curriculum”, which ... -
The contest determinant of delight and disappointment: a case study of online banking
(Total Quality Management & Business Excellence, 2013-05-07)Purpose: This study considers perceived online service quality and online service recovery as antecedents to online satisfaction for the purposes of investigating which factor has the most significant ... -
Social Accountability 8000 standard certification: analysis of worldwide diffusion
(Journal of cleaner production, 2015-04-15)This study analyzes the worldwide diffusion of the Social Accountability 8000 standard certification in sixty-five countries and sixty-six activity sectors from 1999 to 2011. The logistic curve model ... -
Purchasing behaviour in an online supermarket: the applicability of E-S-QUAL
(International Journal of Market Research, 2010)Purpose: The purpose of this paper is twofold: (i) to assess the applicability of the four dimensions of online service quality as proposed in the E-S-QUAL scale to the setting of an online supermarket; ... -
Profile and performance of the university research groups
(International Journal of Management in Education, 2010)This paper profiles the 'research groups' at the University of Barcelona in order to identify the key success factors of the best groups. A factor analysis was carried out to determine the groups' ... -
La gestión del supermercado virtual: Tipificación del comportamiento del cliente online
(Investigaciones Europeas de Dirección y Economía de la Empresa, 2011-01)Este artículo analiza diferentes elementos que influyen en el comportamiento de compra del cliente de un supermercado online. Estos elementos están relacionados tanto con aspectos estéticos del sitio ... -
Service quality assessment of public transport and the implication role of demographic characteristics
(Public Transport, 2015-12)This paper first proposes scales to evaluate customers’ perceived service quality in public transport then identify the demographic characteristics factors that may influence customer perceived service ... -
The relationship between environmental management systems and organizational innovations
(Human Factors and Ergonomics in Manufacturing & Service Industries, 2012-03-29)This study provides empirical evidence of the nature of the relationship between environmental management systems and organisational innovations. Utilising a sample of Spanish manufacturing firms, the ... -
Quality management: a compulsory requirement to achieve effectiveness
(Total Quality Management & Business Excellence, 2018-11-27)Quality management (QM), knowledge management (KM), and organisational culture make up critical resources for sustained competitive advantage of the organisation. Individually, each contributes to ... -
ISO 14001 diffusion: after the successfully pattern of ISO 9001?
(Journal of Cleaner Production, 2008-11)El interés de las organizaciones y entes relacionados en la implementación de sistemas de gestión mediabiental (EMS), en especial de la família de normas ISO 14000 y del reglamento EMAS en Europa, ha ... -
ISO 9000 and ISO 14000 standards: a projection model for the decline phase
(Total Quality Management & Business Excellence, 2009-01-28)During the past few years, the process of standardization with regard to business management systems has accelerated in an economic environment characterized by a marked process of economic globalization ... -
Impact of e-quality and service recovery on loyalty: a study of e-banking in Spain
(Total Quality Management & Business Excellence, 2012-01-18)The purposes of this study are twofold: (i) to propose and apply scales to measure service quality and service recovery in the setting of electronic banking (e-banking) services; and (ii) to examine the ... -
Fulfilment of expectations mediating quality and satisfaction: the case of hospital service
(Total Quality Management & Business Excellence, 2017-11-15)Many attempts have been conducted during the last decades to define a quality measurement scale in the health sector; however, there is not yet a complete agreement on which dimensions impact satisfaction. ... -
From sense-making to perceived organizational performance: looking for the best way
(Journal of Management Development, 2019-03-04)Purpose – Mission statements are a frequent strategic tool, yet little is known about their effects on economic performance. The main objectives of this study are to model and to assess the relationships ... -
Is research mediating the relationship between teaching experience and student satisfaction?
(Studies in Higher Education, 2016-07-05)Universities must ensure that academic staff are qualified and competent for performing their job. Teaching and research are two key activities in which lecturers should excel. While some authors suggest ... -
Functional quality and hedonic quality: a study of the dimensions of e-service quality in online travel agencies
(Information and Management, 2012-11)We attempted to clarify the dimensions of e-service quality and their role in producing perceived value and loyalty among customers of e-commerce websites. We particularly examined whether e-quality ... -
From knowledge management to organizational performance: modelling the mediating role of innovation and intellectual capital in higher education
(Journal of Enterprise Information Management, 2019-02-11)Purpose The purpose of this paper is to empirically investigate the effects of knowledge management (KM) enablers on KM processes in research universities and testing the direct relation between KM ... -
Do quality consultants offer a quality service?
(Total Quality Management and Business Excellence, 2002-09)By the end of year 2000, more than 3800 Spanish companies had been ISO certified (ISO, 2001). Aiming for a quality certification is still the most extended practice leading to quality improvements in ...