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Purpose – The purpose of this paper is to investigate the elements of lean concept and identify those principles which are applicable to service organizations, also, to compare the lean best practices with CMMI‐SVC v1.2 model goals and practices and find out the compatibility....
Purpose – The purpose of this paper is to determine the quality gap of university services in the behavioral science faculties of the University of Tehran (Iran). Design/methodology/approach – In the current research, 300 students of five behavioral science faculties – Psychology and Educational...
Purpose – The purpose of this paper is to provide a solution for differentiating must‐be and attractive quality dimensions of the Kano model. Design/methodology/approach – The distance between the three curves of must‐be/attractive dimensions has been assumed as equal and the linear logarithmic...
Purpose – The purpose of this paper is to analyze what kind of role each type of e‐marketplace has on the relation between relational advantages of e‐marketplace and company performance. Design/methodology/approach – Information sharing, collaboration, trust, integration and communication were...
Purpose – The importance of total quality management (TQM) to organizational achievement and performance has been established by many studies. Nevertheless, studies on the implementation of TQM and its relationship to operational flexibility have been limited, particularly in the developing...
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