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Publisher: Emerald   (Total: 335 journals)

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Showing 1 - 200 of 335 Journals sorted alphabetically
A Life in the Day     Hybrid Journal   (Followers: 9)
Academia Revista Latinoamericana de Administraci√≥n     Open Access   (Followers: 2, SJR: 0.144, h-index: 4)
Accounting Auditing & Accountability J.     Hybrid Journal   (Followers: 30)
Accounting Research J.     Hybrid Journal   (Followers: 24, SJR: 0.26, h-index: 7)
Accounting, Auditing and Accountability J.     Hybrid Journal   (Followers: 17, SJR: 0.88, h-index: 40)
Advances in Accounting Education     Hybrid Journal   (Followers: 14, SJR: 0.514, h-index: 5)
Advances in Appreciative Inquiry     Hybrid Journal   (SJR: 0.124, h-index: 5)
Advances in Autism     Hybrid Journal   (Followers: 8)
Advances in Dual Diagnosis     Hybrid Journal   (Followers: 48, SJR: 0.228, h-index: 2)
Advances in Gender Research     Full-text available via subscription   (Followers: 3, SJR: 0.229, h-index: 7)
Advances in Intl. Marketing     Full-text available via subscription   (Followers: 5, SJR: 0.123, h-index: 11)
Advances in Mental Health and Intellectual Disabilities     Hybrid Journal   (Followers: 60, SJR: 0.29, h-index: 5)
Advances in Mental Health and Learning Disabilities     Hybrid Journal   (Followers: 30)
African J. of Economic and Management Studies     Hybrid Journal   (Followers: 11, SJR: 0.125, h-index: 2)
Agricultural Finance Review     Hybrid Journal  
Aircraft Engineering and Aerospace Technology     Hybrid Journal   (Followers: 180, SJR: 0.391, h-index: 18)
American J. of Business     Hybrid Journal   (Followers: 16)
Annals in Social Responsibility     Full-text available via subscription  
Anti-Corrosion Methods and Materials     Hybrid Journal   (Followers: 10, SJR: 0.215, h-index: 25)
Arts and the Market     Hybrid Journal   (Followers: 9)
Asia Pacific J. of Marketing and Logistics     Hybrid Journal   (Followers: 8, SJR: 0.244, h-index: 15)
Asia-Pacific J. of Business Administration     Hybrid Journal   (Followers: 3, SJR: 0.182, h-index: 7)
Asian Association of Open Universities J.     Open Access  
Asian Education and Development Studies     Hybrid Journal   (Followers: 5)
Asian J. on Quality     Hybrid Journal   (Followers: 2)
Asian Review of Accounting     Hybrid Journal   (Followers: 2, SJR: 0.29, h-index: 7)
Aslib J. of Information Management     Hybrid Journal   (Followers: 24, SJR: 0.65, h-index: 29)
Aslib Proceedings     Hybrid Journal   (Followers: 260)
Assembly Automation     Hybrid Journal   (Followers: 2, SJR: 0.657, h-index: 26)
Baltic J. of Management     Hybrid Journal   (Followers: 3, SJR: 0.354, h-index: 14)
Benchmarking : An Intl. J.     Hybrid Journal   (Followers: 11, SJR: 0.556, h-index: 38)
British Food J.     Hybrid Journal   (Followers: 16, SJR: 0.329, h-index: 35)
Built Environment Project and Asset Management     Hybrid Journal   (Followers: 15, SJR: 0.232, h-index: 4)
Business Process Re-engineering & Management J.     Hybrid Journal   (Followers: 8, SJR: 0.614, h-index: 42)
Business Strategy Series     Hybrid Journal   (Followers: 6, SJR: 0.201, h-index: 6)
Career Development Intl.     Hybrid Journal   (Followers: 16, SJR: 0.686, h-index: 32)
China Agricultural Economic Review     Hybrid Journal   (Followers: 2, SJR: 0.238, h-index: 10)
China Finance Review Intl.     Hybrid Journal   (Followers: 5)
Chinese Management Studies     Hybrid Journal   (Followers: 4, SJR: 0.216, h-index: 12)
Circuit World     Hybrid Journal   (Followers: 15, SJR: 0.346, h-index: 17)
Collection Building     Hybrid Journal   (Followers: 11, SJR: 0.829, h-index: 10)
COMPEL: The Intl. J. for Computation and Mathematics in Electrical and Electronic Engineering     Hybrid Journal   (Followers: 3, SJR: 0.269, h-index: 22)
Competitiveness Review : An Intl. Business J. incorporating J. of Global Competitiveness     Hybrid Journal   (Followers: 6)
Construction Innovation: Information, Process, Management     Hybrid Journal   (Followers: 14, SJR: 0.508, h-index: 8)
Corporate Communications An Intl. J.     Hybrid Journal   (Followers: 7, SJR: 0.703, h-index: 26)
Corporate Governance Intl. J. of Business in Society     Hybrid Journal   (Followers: 7, SJR: 0.309, h-index: 29)
Critical Perspectives on Intl. Business     Hybrid Journal   (SJR: 0.32, h-index: 15)
Cross Cultural & Strategic Management     Hybrid Journal   (Followers: 8, SJR: 0.356, h-index: 13)
Development and Learning in Organizations     Hybrid Journal   (Followers: 7, SJR: 0.138, h-index: 8)
Digital Library Perspectives     Hybrid Journal   (Followers: 18)
Direct Marketing An Intl. J.     Hybrid Journal   (Followers: 6)
Disaster Prevention and Management     Hybrid Journal   (Followers: 22, SJR: 0.533, h-index: 32)
Drugs and Alcohol Today     Hybrid Journal   (Followers: 132, SJR: 0.241, h-index: 4)
Education + Training     Hybrid Journal   (Followers: 21, SJR: 0.532, h-index: 30)
Education, Business and Society : Contemporary Middle Eastern Issues     Hybrid Journal   (SJR: 0.141, h-index: 10)
Emerald Emerging Markets Case Studies     Hybrid Journal   (Followers: 1)
Employee Relations     Hybrid Journal   (Followers: 6, SJR: 0.435, h-index: 22)
Engineering Computations     Hybrid Journal   (Followers: 4, SJR: 0.387, h-index: 39)
Engineering, Construction and Architectural Management     Hybrid Journal   (Followers: 14, SJR: 0.541, h-index: 28)
Equal Opportunities Intl.     Hybrid Journal   (Followers: 3)
Equality, Diversity and Inclusion : An Intl. J.     Hybrid Journal   (Followers: 14, SJR: 0.239, h-index: 9)
EuroMed J. of Business     Hybrid Journal   (Followers: 1, SJR: 0.145, h-index: 9)
European Business Review     Hybrid Journal   (Followers: 7, SJR: 0.481, h-index: 21)
European J. of Innovation Management     Hybrid Journal   (Followers: 23, SJR: 0.596, h-index: 30)
European J. of Marketing     Hybrid Journal   (Followers: 20, SJR: 0.933, h-index: 55)
European J. of Training and Development     Hybrid Journal   (Followers: 9, SJR: 0.489, h-index: 23)
Evidence-based HRM     Hybrid Journal   (Followers: 6)
Facilities     Hybrid Journal   (Followers: 2, SJR: 0.371, h-index: 18)
Foresight     Hybrid Journal   (Followers: 7, SJR: 0.486, h-index: 20)
Gender in Management : An Intl. J.     Hybrid Journal   (Followers: 17, SJR: 0.359, h-index: 22)
Grey Systems : Theory and Application     Hybrid Journal   (Followers: 1)
Health Education     Hybrid Journal   (Followers: 3, SJR: 0.383, h-index: 17)
Higher Education, Skills and Work-based Learning     Hybrid Journal   (Followers: 45, SJR: 0.172, h-index: 4)
History of Education Review     Hybrid Journal   (Followers: 13, SJR: 0.141, h-index: 2)
Housing, Care and Support     Hybrid Journal   (Followers: 9, SJR: 0.174, h-index: 4)
Human Resource Management Intl. Digest     Hybrid Journal   (Followers: 17, SJR: 0.121, h-index: 6)
Humanomics     Hybrid Journal   (Followers: 2, SJR: 0.14, h-index: 4)
IMP J.     Hybrid Journal  
Indian Growth and Development Review     Hybrid Journal   (SJR: 0.163, h-index: 4)
Industrial and Commercial Training     Hybrid Journal   (Followers: 5, SJR: 0.217, h-index: 14)
Industrial Lubrication and Tribology     Hybrid Journal   (Followers: 6, SJR: 0.322, h-index: 19)
Industrial Management & Data Systems     Hybrid Journal   (Followers: 6, SJR: 0.63, h-index: 69)
Industrial Robot An Intl. J.     Hybrid Journal   (Followers: 3, SJR: 0.375, h-index: 32)
Info     Hybrid Journal   (Followers: 1, SJR: 0.25, h-index: 21)
Information and Computer Security     Hybrid Journal   (Followers: 22)
Information Technology & People     Hybrid Journal   (Followers: 45, SJR: 0.576, h-index: 28)
Interactive Technology and Smart Education     Hybrid Journal   (Followers: 14, SJR: 0.112, h-index: 1)
Interlending & Document Supply     Hybrid Journal   (Followers: 61, SJR: 0.48, h-index: 13)
Internet Research     Hybrid Journal   (Followers: 42, SJR: 1.746, h-index: 57)
Intl. J. for Lesson and Learning Studies     Hybrid Journal   (Followers: 4)
Intl. J. for Researcher Development     Hybrid Journal   (Followers: 9)
Intl. J. of Accounting and Information Management     Hybrid Journal   (Followers: 8, SJR: 0.304, h-index: 7)
Intl. J. of Bank Marketing     Hybrid Journal   (Followers: 8, SJR: 0.515, h-index: 38)
Intl. J. of Climate Change Strategies and Management     Hybrid Journal   (Followers: 14, SJR: 0.416, h-index: 7)
Intl. J. of Clothing Science and Technology     Hybrid Journal   (Followers: 5, SJR: 0.279, h-index: 25)
Intl. J. of Commerce and Management     Hybrid Journal   (Followers: 1)
Intl. J. of Conflict Management     Hybrid Journal   (Followers: 15, SJR: 0.763, h-index: 38)
Intl. J. of Contemporary Hospitality Management     Hybrid Journal   (Followers: 12, SJR: 1.329, h-index: 35)
Intl. J. of Culture Tourism and Hospitality Research     Hybrid Journal   (Followers: 17, SJR: 0.399, h-index: 5)
Intl. J. of Development Issues     Hybrid Journal   (Followers: 10)
Intl. J. of Disaster Resilience in the Built Environment     Hybrid Journal   (Followers: 8, SJR: 0.225, h-index: 7)
Intl. J. of Educational Management     Hybrid Journal   (Followers: 5, SJR: 0.424, h-index: 32)
Intl. J. of Emergency Services     Hybrid Journal   (Followers: 5, SJR: 0.179, h-index: 1)
Intl. J. of Emerging Markets     Hybrid Journal   (Followers: 4, SJR: 0.199, h-index: 5)
Intl. J. of Energy Sector Management     Hybrid Journal   (Followers: 3, SJR: 0.25, h-index: 12)
Intl. J. of Entrepreneurial Behaviour & Research     Hybrid Journal   (Followers: 5, SJR: 0.694, h-index: 28)
Intl. J. of Event and Festival Management     Hybrid Journal   (Followers: 6, SJR: 0.32, h-index: 8)
Intl. J. of Gender and Entrepreneurship     Hybrid Journal   (Followers: 5, SJR: 0.638, h-index: 6)
Intl. J. of Health Care Quality Assurance     Hybrid Journal   (Followers: 10, SJR: 0.352, h-index: 32)
Intl. J. of Health Governance     Hybrid Journal   (Followers: 26, SJR: 0.277, h-index: 15)
Intl. J. of Housing Markets and Analysis     Hybrid Journal   (Followers: 9, SJR: 0.201, h-index: 5)
Intl. J. of Human Rights in Healthcare     Hybrid Journal   (Followers: 9, SJR: 0.13, h-index: 2)
Intl. J. of Information and Learning Technology     Hybrid Journal   (Followers: 7)
Intl. J. of Innovation Science     Hybrid Journal   (Followers: 9, SJR: 0.173, h-index: 5)
Intl. J. of Intelligent Computing and Cybernetics     Hybrid Journal   (Followers: 3, SJR: 0.258, h-index: 10)
Intl. J. of Intelligent Unmanned Systems     Hybrid Journal   (Followers: 4, SJR: 0.145, h-index: 2)
Intl. J. of Islamic and Middle Eastern Finance and Management     Hybrid Journal   (Followers: 8)
Intl. J. of Law and Management     Hybrid Journal   (Followers: 2, SJR: 0.107, h-index: 2)
Intl. J. of Law in the Built Environment     Hybrid Journal   (Followers: 4, SJR: 0.111, h-index: 2)
Intl. J. of Leadership in Public Services     Hybrid Journal   (Followers: 16)
Intl. J. of Lean Six Sigma     Hybrid Journal   (Followers: 7, SJR: 0.562, h-index: 15)
Intl. J. of Logistics Management     Hybrid Journal   (Followers: 13, SJR: 0.998, h-index: 15)
Intl. J. of Managerial Finance     Hybrid Journal   (Followers: 6, SJR: 0.212, h-index: 11)
Intl. J. of Managing Projects in Business     Hybrid Journal   (Followers: 2)
Intl. J. of Manpower     Hybrid Journal   (Followers: 2, SJR: 0.354, h-index: 37)
Intl. J. of Mentoring and Coaching in Education     Hybrid Journal   (Followers: 25)
Intl. J. of Migration, Health and Social Care     Hybrid Journal   (Followers: 10, SJR: 0.261, h-index: 5)
Intl. J. of Numerical Methods for Heat & Fluid Flow     Hybrid Journal   (Followers: 11, SJR: 0.594, h-index: 32)
Intl. J. of Operations & Production Management     Hybrid Journal   (Followers: 19, SJR: 2.198, h-index: 94)
Intl. J. of Organizational Analysis     Hybrid Journal   (Followers: 3, SJR: 0.222, h-index: 11)
Intl. J. of Pervasive Computing and Communications     Hybrid Journal   (Followers: 4, SJR: 0.165, h-index: 9)
Intl. J. of Pharmaceutical and Healthcare Marketing     Hybrid Journal   (Followers: 4, SJR: 0.304, h-index: 12)
Intl. J. of Physical Distribution & Logistics Management     Hybrid Journal   (Followers: 11, SJR: 1.694, h-index: 66)
Intl. J. of Prisoner Health     Hybrid Journal   (Followers: 10, SJR: 0.254, h-index: 10)
Intl. J. of Productivity and Performance Management     Hybrid Journal   (Followers: 6, SJR: 0.785, h-index: 31)
Intl. J. of Public Sector Management     Hybrid Journal   (Followers: 24, SJR: 0.272, h-index: 37)
Intl. J. of Quality & Reliability Management     Hybrid Journal   (Followers: 8, SJR: 0.544, h-index: 63)
Intl. J. of Quality and Service Sciences     Hybrid Journal   (Followers: 2, SJR: 0.133, h-index: 1)
Intl. J. of Retail & Distribution Management     Hybrid Journal   (Followers: 6, SJR: 0.543, h-index: 36)
Intl. J. of Service Industry Management     Hybrid Journal   (Followers: 2)
Intl. J. of Social Economics     Hybrid Journal   (Followers: 8, SJR: 0.227, h-index: 25)
Intl. J. of Sociology and Social Policy     Hybrid Journal   (Followers: 47, SJR: 0.361, h-index: 5)
Intl. J. of Sports Marketing and Sponsorship     Hybrid Journal   (Followers: 1)
Intl. J. of Structural Integrity     Hybrid Journal   (Followers: 2, SJR: 0.325, h-index: 8)
Intl. J. of Sustainability in Higher Education     Hybrid Journal   (Followers: 12, SJR: 0.616, h-index: 29)
Intl. J. of Tourism Cities     Hybrid Journal   (Followers: 2)
Intl. J. of Web Information Systems     Hybrid Journal   (Followers: 6, SJR: 0.208, h-index: 13)
Intl. J. of Wine Business Research     Hybrid Journal   (Followers: 6, SJR: 0.196, h-index: 12)
Intl. J. of Workplace Health Management     Hybrid Journal   (Followers: 11, SJR: 0.358, h-index: 8)
Intl. Marketing Review     Hybrid Journal   (Followers: 16, SJR: 1.076, h-index: 57)
J. for Multicultural Education     Hybrid Journal   (Followers: 3, SJR: 0.124, h-index: 11)
J. of Accounting & Organizational Change     Hybrid Journal   (Followers: 5, SJR: 0.346, h-index: 7)
J. of Accounting in Emerging Economies     Hybrid Journal   (Followers: 7)
J. of Adult Protection, The     Hybrid Journal   (Followers: 15, SJR: 0.291, h-index: 7)
J. of Advances in Management Research     Hybrid Journal   (Followers: 3)
J. of Aggression, Conflict and Peace Research     Hybrid Journal   (Followers: 49, SJR: 0.177, h-index: 9)
J. of Agribusiness in Developing and Emerging Economies     Hybrid Journal   (Followers: 1)
J. of Applied Accounting Research     Hybrid Journal   (Followers: 16, SJR: 0.22, h-index: 5)
J. of Applied Research in Higher Education     Hybrid Journal   (Followers: 51)
J. of Asia Business Studies     Hybrid Journal   (Followers: 2, SJR: 0.115, h-index: 1)
J. of Assistive Technologies     Hybrid Journal   (Followers: 19, SJR: 0.215, h-index: 6)
J. of Business & Industrial Marketing     Hybrid Journal   (Followers: 8, SJR: 0.664, h-index: 48)
J. of Business Strategy     Hybrid Journal   (Followers: 12, SJR: 0.381, h-index: 17)
J. of Centrum Cathedra     Open Access  
J. of Children's Services     Hybrid Journal   (Followers: 5, SJR: 0.167, h-index: 9)
J. of Chinese Economic and Foreign Trade Studies     Hybrid Journal   (Followers: 1, SJR: 0.188, h-index: 4)
J. of Chinese Entrepreneurship     Hybrid Journal   (Followers: 3)
J. of Chinese Human Resource Management     Hybrid Journal   (Followers: 7, SJR: 0.112, h-index: 3)
J. of Communication Management     Hybrid Journal   (Followers: 7, SJR: 0.735, h-index: 6)
J. of Consumer Marketing     Hybrid Journal   (Followers: 18, SJR: 0.613, h-index: 62)
J. of Corporate Real Estate     Hybrid Journal   (Followers: 3, SJR: 0.633, h-index: 5)
J. of Criminal Psychology     Hybrid Journal   (Followers: 122, SJR: 0.13, h-index: 1)
J. of Criminological Research, Policy and Practice     Hybrid Journal   (Followers: 54)
J. of Cultural Heritage Management and Sustainable Development     Hybrid Journal   (Followers: 11, SJR: 0.109, h-index: 5)
J. of Documentation     Hybrid Journal   (Followers: 187, SJR: 0.936, h-index: 50)
J. of Economic and Administrative Sciences     Hybrid Journal   (Followers: 3)
J. of Economic Studies     Hybrid Journal   (Followers: 10, SJR: 0.498, h-index: 26)
J. of Educational Administration     Hybrid Journal   (Followers: 7, SJR: 0.848, h-index: 36)
J. of Engineering, Design and Technology     Hybrid Journal   (Followers: 17, SJR: 0.173, h-index: 10)
J. of Enterprise Information Management     Hybrid Journal   (Followers: 5, SJR: 0.433, h-index: 38)
J. of Enterprising Communities People and Places in the Global Economy     Hybrid Journal   (Followers: 1, SJR: 0.212, h-index: 8)
J. of Entrepreneurship and Public Policy     Hybrid Journal   (Followers: 9)
J. of European Industrial Training     Hybrid Journal   (Followers: 2)
J. of European Real Estate Research     Hybrid Journal   (Followers: 3, SJR: 0.52, h-index: 7)
J. of Facilities Management     Hybrid Journal   (Followers: 3)
J. of Family Business Management     Hybrid Journal   (Followers: 6)
J. of Fashion Marketing and Management     Hybrid Journal   (Followers: 13, SJR: 0.529, h-index: 30)
J. of Financial Crime     Hybrid Journal   (Followers: 344, SJR: 0.158, h-index: 5)
J. of Financial Economic Policy     Hybrid Journal  
J. of Financial Management of Property and Construction     Hybrid Journal   (Followers: 8, SJR: 0.234, h-index: 1)
J. of Financial Regulation and Compliance     Hybrid Journal   (Followers: 9)
J. of Financial Reporting and Accounting     Hybrid Journal   (Followers: 11)
J. of Forensic Practice     Hybrid Journal   (Followers: 49, SJR: 0.225, h-index: 8)
J. of Global Mobility     Hybrid Journal   (Followers: 1)
J. of Global Responsibility     Hybrid Journal   (Followers: 4)
J. of Health Organisation and Management     Hybrid Journal   (Followers: 23, SJR: 0.67, h-index: 27)
J. of Historical Research in Marketing     Hybrid Journal   (Followers: 3, SJR: 0.376, h-index: 8)
J. of Hospitality and Tourism Technology     Hybrid Journal   (Followers: 4, SJR: 0.672, h-index: 10)
J. of Human Resource Costing & Accounting     Hybrid Journal   (Followers: 5)
J. of Humanitarian Logistics and Supply Chain Management     Hybrid Journal   (Followers: 13)

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Journal Cover International Journal of Quality & Reliability Management
  [SJR: 0.544]   [H-I: 63]   [8 followers]  Follow
    
   Hybrid Journal Hybrid journal (It can contain Open Access articles)
   ISSN (Print) 0265-671X
   Published by Emerald Homepage  [335 journals]
  • Lean Six Sigma for public sector organizations: is it a myth or
           reality'
    • Pages: 1402 - 1411
      Abstract: International Journal of Quality & Reliability Management, Volume 34, Issue 9, Page 1402-1411, October 2017.
      Purpose Lean Six Sigma (LSS) as a process excellence has been widely adopted in both manufacturing and service organizations; however, its application in the public sector has not been widely explored. Is LSS still a myth or reality in our public sector organizations' The purpose of this paper is to make an attempt to debate about the use of LSS and its potential applications in the public sector context. Design/methodology/approach The initial approach is to critically evaluate the role of LSS in various public sector contexts, followed by showcasing four case studies from four different public sector settings: higher education, police service, public hospital and local government. Findings LSS methodology can be embraced by all public sector organizations to create efficient and effective processes to provide enhanced customer experience and value at reduced operational costs. Research limitations/implications This paper seeks to contribute to and broaden the limited body of evidence of the applicability of LSS to public sector organizations and identifies areas for further research and review. Practical implications LSS will continue to grow across many public sector organizations in Europe and other parts of the world over the forthcoming years. However, what will eventually determine if LSS is viewed by public sector organizations as just a passing management fad or not largely depends on the leadership and success of its execution. If LSS is deployed in its true sense across the public sector organizations at a global level, the hard cash savings generated can reach several billions. Originality/value The paper yields an immense value to both research scholars and practitioners who are engaged in the introduction of LSS as a business process improvement strategy to achieve and sustain competitive advantage. Moreover, this paper makes an attempt to dispel the myth of LSS which have been quite prevalent in many public sector organizations around us today.
      Citation: International Journal of Quality & Reliability Management
      PubDate: 2017-10-17T11:01:24Z
      DOI: 10.1108/IJQRM-08-2016-0127
       
  • Analyzing the causes of delay in development projects by fuzzy analysis
    • Pages: 1412 - 1430
      Abstract: International Journal of Quality & Reliability Management, Volume 34, Issue 9, Page 1412-1430, October 2017.
      Purpose The purpose of this paper is to identify and prioritize the causes of delay in development projects and present strategies to reduce the delay. Design/methodology/approach The discussion includes the failure mode and effects analysis (FMEA) method for converting survey data, fuzzy risk priority number (FRPN) for prioritizing the delay factors, and the proposed solutions to reduce the delay of projects. Findings The research provided prioritized delay factors to show the importance of each delay factor in the projects by analyzing the survey data. Results show that lack of proper contract price to win the tender has the most impact on the delay of development project between delay factors. Originality/value This study offered some guidelines for people who are involved with contracts and development projects, so that they can use these suggestions to prevent possible factors that may cause delay in projects. This paper also demonstrated a process of analyzing the data which was provided by FMEA and FRPN methods.
      Citation: International Journal of Quality & Reliability Management
      PubDate: 2017-10-17T11:02:19Z
      DOI: 10.1108/IJQRM-08-2016-0134
       
  • Quality in bank service encounters
    • Pages: 1431 - 1450
      Abstract: International Journal of Quality & Reliability Management, Volume 34, Issue 9, Page 1431-1450, October 2017.
      Purpose The purpose of this paper is to discuss the need to evaluate perception-based quality in service encounters. It sets out to diagnose potential mismatches in how customers and front-line employees perceive quality in high-involvement service settings, based on the premise that any initiative toward quality enhancement in service encounters is advisable only when employees and customers evaluate quality utilizing common perceptual structures. Design/methodology/approach The study utilizes invariance analysis. The survey involved 165 bank branches and 1,522 respondents (463 front-line employees and 1,059 customers) and operationalized the same set of questions for both groups of participants. Multisample confirmatory factor analysis tested a series of measurement models. Findings Results revealed equivalence for tangibles, responsiveness and assurance but also mismatches between customers and front-line employees perceptions of reliability and empathy. Practical implications Findings add to current knowledge of how both groups of participants evaluate quality in service encounters and are discussed with reference to managerial consequences for perception-based quality mismatches. Originality/value So far only a few studies have simultaneously examined front-line employees’ and customers’ perceptions of service quality in service encounters. Unlike previous research designs, this study addresses the critical aspect of potential mismatches in how customers and employees perceive service quality, and presents a methodological procedure to detect them.
      Citation: International Journal of Quality & Reliability Management
      PubDate: 2017-10-17T11:02:21Z
      DOI: 10.1108/IJQRM-04-2016-0049
       
  • Modelling critical risk factors for Indian construction project using
           interpretive ranking process (IRP) and system dynamics (SD)
    • Pages: 1451 - 1473
      Abstract: International Journal of Quality & Reliability Management, Volume 34, Issue 9, Page 1451-1473, October 2017.
      Purpose The purpose of this paper is to employ an integrated approach of interpretive ranking process (IRP) and system dynamics (SD) for modelling the key risk factors for a typical construction project. Design/methodology/approach The risk parameters and performance measures applicable in the construction industry have been identified through extensive literature review and discussions with experts from the construction industry. Based on the literature review, a questionnaire was designed and 64 responses were considered. The list of 20 risk parameters and 32 performance measures relevant for a construction industry is reduced to five risk factors and five performance measure factors using factor analysis. IRP modelling is employed to examine the contextual relationships among risk factors and to rank them with respect to performance measure factors. Subsequently, the results of IRP model were utilised as inputs to SD analysis. The SD analysis is conducted for two models, namely, risk factor model and risk variable model to understand the impact of interventions offered by project management team on risk reduction and mitigation. Findings The developed IRP model shows that the risk factor dimension “construction management” has a high likeliness to occur during the construction phase. Research limitations/implications The research demonstrates an application of proposed approach for a typical construction environment and hence the results cannot be generalised. Originality/value This research addresses real life complexities in construction project by modelling critical risk factors using an integrate approach of IRP and SD. The proposed approach would facilitate project managers to devise appropriate risk mitigation strategies for a construction project.
      Citation: International Journal of Quality & Reliability Management
      PubDate: 2017-10-17T11:02:49Z
      DOI: 10.1108/IJQRM-09-2015-0140
       
  • The relationship between innovation and total quality management and the
           innovation effects on organizational performance
    • Pages: 1474 - 1492
      Abstract: International Journal of Quality & Reliability Management, Volume 34, Issue 9, Page 1474-1492, October 2017.
      Purpose The purpose of this paper is to analyze the relationship between innovation and total quality management (TQM), and also to identify the effects of innovation on organizational performance. This research proposes a conceptual model that intends to study several research hypotheses. Design/methodology/approach The data were obtained through an online questionnaire, sent to small- and medium-sized Portuguese companies, having being conducted the study based on responses received from 287 valid questionnaires, and using a multivariate statistical analysis for statistical development. Findings The findings indicate that companies that adopt strategies of process innovation get improvements in their performance, both operationally and financially, while product innovation only provides improvements in the financial performance of organizations. It was also found that TQM practices encourage the definition of innovation strategies of products and processes. On the other hand, it was found that only companies that adopt innovation strategies of their processes promote the adoption of TQM practices, and there is a statistically significant relationship between product innovation and the implementation of TQM practices. Originality/value This research analyzed the dimensions studied in different aspects. It considered product innovation and process innovation, and with respect to performance, this dimension was analyzed through two different perspectives, namely, financial performance and operational performance. This research also provides a particular contribution to the literature with the analysis of the interdependencies between innovation and TQM in small- and medium-sized Portuguese companies.
      Citation: International Journal of Quality & Reliability Management
      PubDate: 2017-10-17T11:02:08Z
      DOI: 10.1108/IJQRM-02-2016-0025
       
  • Fuzzy inference system application for failure analyzing in automobile
           industry
    • Pages: 1493 - 1507
      Abstract: International Journal of Quality & Reliability Management, Volume 34, Issue 9, Page 1493-1507, October 2017.
      Purpose Nowadays, quality is one of the most important key success factors in the automobile industry. Improving the quality is based on optimizing the most important quality characteristics and usually launched by highly applied techniques such as failure mode and effect analysis (FMEA). According to the literature, however, traditional FMEA suffers from some limitations. Reviewing the literature, on one hand, shows that the fuzzy rule-base system, under the artificial intelligence category, is the most frequently applied method for solving the FMEA problems. On the other hand, the automobile industry, which highly takes advantages of traditional FMEA, has been deprived of benefits of fuzzy rule-based FMEA (fuzzy FMEA). Thus, the purpose of this paper is to apply fuzzy FMEA for quality improvement in the automobile industry. Design/methodology/approach Firstly, traditional FMEA has been implemented. Then by consulting with a six-member quality assurance team, fuzzy membership functions have been obtained for risk factors, i.e., occurrence (O), severity (S), and detection (D). The experts have also been consulted about constructing the fuzzy rule base. These evaluations have been performed to prioritize the most critical failure modes occurring during production of doors of a compact car, manufactured by a part-producing company in Iran. Findings Findings indicate that fuzzy FMEA not only solves problems of traditional FMEA, but also is highly in accordance with it, in terms of some priorities. According to results of fuzzy FMEA, failure modes E, pertaining to the sash of the rear right door, and H, related to the sash of the front the left door, have been ranked as the most and the least critical situations, respectively. The prioritized failures could be considered to facilitate future quality optimization. Practical implications This research provides quality engineers of the studied company with the chance of ranking their failure modes based on a fuzzy expert system. Originality/value This study utilizes the fuzzy logic approach to solve some major limitations of FMEA, an extensively applied method in the automobile industry.
      Citation: International Journal of Quality & Reliability Management
      PubDate: 2017-10-17T11:02:52Z
      DOI: 10.1108/IJQRM-03-2016-0026
       
  • Assessing customer satisfaction and loyalty in the retail sector
    • Pages: 1508 - 1529
      Abstract: International Journal of Quality & Reliability Management, Volume 34, Issue 9, Page 1508-1529, October 2017.
      Purpose The effects of customer satisfaction on loyalty have been widely discussed by the academic community. Although the results of the studies reported in the literature are often contradictory, the existence of a relationship between satisfaction and loyalty is acknowledged, despite the influence of moderators and constraints of various kinds. The purpose of this paper is to discuss this relationship in the specific context of the retail sector, since this sector presents major challenges in terms of competition, and efforts placed on customer satisfaction and loyalty are more evident. Design/methodology/approach A survey based on the European Customer Satisfaction Index (ECSI) model was applied to a retail store in Portugal. This model has its roots in Switzerland, where in 1989, Claes Fornell developed a new complementary method for measuring the overall quality of companies’ output, through the calculation of an aggregated customer satisfaction index. The proposed model is based on a set of causal relationships established between a set of constructs. The ultimate goal is to calculate both satisfaction and loyalty indexes as well as to estimate the relationship between both constructs. Structural equation modelling, based on a partial least squares (PLS) estimation methodology, is the statistical technique used to estimate the model parameters, as well as to compare the aggregated indexes. PLS is based on the principles of linear regression and combines multiple regression aspects with factor analysis, in order to estimate a series of interrelated relationships. Findings The results confirm a positive influence of satisfaction on customers’ loyalty to the retail store. The study also shows the importance of the image construct, due to its strong direct effects on satisfaction, which makes it essential for influencing the loyalty index, both directly and indirectly. The impact of the image construct is also evident on the expectations, as the latter has shown a considerable direct effect on perceived quality. Research limitations/implications The study is based on a single case study of a Portuguese sports retail store. In future it would be interesting to study a representative sample of the whole retail sector. Practical implications The study is useful for the specific retail store where it was undertaken to help it devise better customer service, in order to increase satisfaction and loyalty. It is also useful for the entire network of stores for that retailer and other retail chains. Social implications The systematic application of customer surveys to whole sectors of the economy would improve competition, customer service and, ultimately, contribute to development and economic growth. Originality/value The ECSI has been applied to various industry sectors in different countries, including Portugal. It has never been used in the context of the Portuguese retail sector and it adds to the discussion on the relationship between satisfaction and loyalty, which is a pertinent topic of interest for researchers in quality management.
      Citation: International Journal of Quality & Reliability Management
      PubDate: 2017-10-17T11:02:03Z
      DOI: 10.1108/IJQRM-03-2015-0039
       
  • An empirical investigation of critical success factors influencing the
           successful TQM implementation for firms with different strategic
           orientation
    • Pages: 1530 - 1550
      Abstract: International Journal of Quality & Reliability Management, Volume 34, Issue 9, Page 1530-1550, October 2017.
      Purpose It has been found that critical success factors (CSFs) are responsible for successful implementation of total quality management (TQM) system. The purpose of this paper is to make a comparative analysis of the importance of 20 TQM CSFs to the strategic choices of the firms such as innovators, prospectors, and defenders. Design/methodology/approach From extant literature review on TQM, 20 CSFs have been carried out. The empirical data for this study was drawn from a survey of 111 firms in India. One-way ANOVA approach has been applied for analysis. Findings The findings of the research show that the CSFs hold importance for different firm’s strategy. From these 20 CSFs, some CSFs may be critically important for all three types of firm, while others have their significant roles for innovators, prospectors, and defenders individually which are better prepared for TQM implementation. Practical implications The results of this study present the importance of knowing the appropriate CSFs to a strategy of the firms. The emphasis on CSFs will help organizations in accepting and rejecting TQM practices when they try to implement TQM and it is equally important in a global context. Apparently, it is evident that if there is a mismatch of strategy and CSFs with TQM practices it may interrupt the smooth operations of the company. Originality/value This research can be useful for those firms who are in the starting phase of TQM implementation with consideration of CSFs. Moreover, this research also attempts to inspire managers to consider the appropriate CSFs for implementing TQM effectively in their firms.
      Citation: International Journal of Quality & Reliability Management
      PubDate: 2017-10-17T11:01:32Z
      DOI: 10.1108/IJQRM-09-2016-0157
       
  • Schedule and cost overrun analysis for R&D projects using ANP and
           system dynamics
    • Pages: 1551 - 1567
      Abstract: International Journal of Quality & Reliability Management, Volume 34, Issue 9, Page 1551-1567, October 2017.
      Purpose Schedule and cost overrun analysis for a typical research & development (R&D) project is necessary to identify and mitigate the non-feasible alternatives at the design stage. Typically, this should include an analysis of technological and economic factors of R&D project. This paper aims to discuss these issues. Design/methodology/approach This research proposes an integrated analytic network process (ANP) and reusable system dynamics (SD) model for a quick and strategically consistent decision making. The technological and economic factors of R&D project were first identified and compiled through a systematic literature review. An ANP model was first developed for calculating Risk Priority Index (RPI) for set of technological and economic factors. The computed RPI are considered as an input to SD models. Two SD models (technological and economic) are developed to undertake a detailed investigation on effect of individual factor on schedule and cost overrun. The approach is exemplified for a case of government R&D project in India. Findings ANP identifies “Testing & qualification facility” and “Raw material availability” as the highest RPI factors. A detailed sensitivity analysis of SD models suggests that technological factors such as “Design Changes,” “Hidden Activities,” and “Lack of Expertise” and economic factors such as “Project delays,” “Unexpected incidents” and “Conflicts” have the highest influence on schedule and cost overrun. Practical implications The outcomes of this research can help managers to estimate the severity of various technological and economic factors on cost and schedule overrun and develop an adequate risk mitigation contingency plan. Originality/value In case of R&D projects where systems are being developed for the first time, changes are inevitable, and hence schedule and cost management plays a very important role in its success. This paper proposes an integrated reusable approach of ANP and SD for analyzing the influence of technological and economic factors on schedule and cost overrun of R&D project.
      Citation: International Journal of Quality & Reliability Management
      PubDate: 2017-10-17T11:02:57Z
      DOI: 10.1108/IJQRM-04-2016-0050
       
  • Interpretive structural modeling for integrating quality management in
           manufacturing and service counterparts
    • Pages: 1568 - 1591
      Abstract: International Journal of Quality & Reliability Management, Volume 34, Issue 9, Page 1568-1591, October 2017.
      Purpose The purpose of this paper is to identify and rank the contextual relationship among the quality management (QM) constructs for manufacturing and its related service organizations providing integrated value bundles, which has got limited research attention. Design/methodology/approach The QM constructs of manufacturing and services are selected by performing the citation analysis. Studies related to manufacturing and service are selected by reviewing their citations index in the three major research databases namely ProQuest, Scopus and Google Scholar. The subjective responses from both industry and academia are taken in order to gain better understanding of the contextual relationship among the QM constructs. Finally, an integrated model is proposed using Micmac analysis and Interpretive Structural Modeling (ISM). Findings The citation analysis lead to identification of 12 QM constructs: top management commitment, supplier relationship management, human resource management, strategic focus, customer focus, quality of information sharing, process management, servicescape, employee involvement, service quality, supply chain flexibility and customer satisfaction. The expert opinions of executives in the automotive industry and academia resulted in the development of contextual relationships among the identified QM constructs for the development of an ISM model, which is a major contribution of this study. Originality/value The unique focus of this study is on analyzing the contextual relationship among QM aspects in manufacturing and services as clubbed offering. The researchers in the existing literature have so far differentiated between manufacturing and services but this study integrates the QM constructs for manufacturing and its associated services through expert feedback and proposes an ISM model.
      Citation: International Journal of Quality & Reliability Management
      PubDate: 2017-10-17T11:00:54Z
      DOI: 10.1108/IJQRM-11-2015-0169
       
  • Structural equation modeling for validating impact of 5S implementation on
           business excellence of manufacturing organizations
    • Pages: 1592 - 1615
      Abstract: International Journal of Quality & Reliability Management, Volume 34, Issue 9, Page 1592-1615, October 2017.
      Purpose The purpose of this paper is to deploy structural equation modeling (SEM) technique to empirically validate the interrelationships amongst significant variables of 5S implementation and business excellence performance parameters (BEPP) in SEM_5S model. Design/methodology/approach The confirmatory factor analysis approach is utilized to generate the effective SEM_5S model by using AMOS 20.0 (analysis of moment structures) software. The data have been collected from different manufacturing organizations that have successfully deployed the 5S program by using well-designed questionnaire for the evaluation of SEM_5S model. Findings SEM of 5S various parameters has established that attributes like top management involvement initiatives, employee involvement initiatives, basic 5S initiatives (BFSI) and fifth S initiatives (Shitsuke) should be holistically emphasized during the implementation of 5S program, leading to attainment of high level of melioration in the BEPP. SEM has been deployed to evaluate the original and modification indices of the model, which further establishes the improvement in SEM’s effectiveness. The model establishes the significant impact of 5S implementation on business excellence of manufacturing organizations. Originality/value The outcomes of the study will help the organizational managers, HR executives and practitioners from manufacturing organizations to know about the significant factors which should be followed holistically to achieve overall organizational business excellence through strategic 5S initiatives.
      Citation: International Journal of Quality & Reliability Management
      PubDate: 2017-10-17T11:01:43Z
      DOI: 10.1108/IJQRM-08-2016-0129
       
  • Reliability analysis of CNC turning center based on the assessment of
           trends in maintenance data
    • Pages: 1616 - 1638
      Abstract: International Journal of Quality & Reliability Management, Volume 34, Issue 9, Page 1616-1638, October 2017.
      Purpose The paper presents reliability, maintainability and life cycle cost (LCC) analysis of a computerized numerical control (CNC) turning center which is manufactured and used in India. The purpose of this paper is to identify the critical components/subsystems from reliability and LCC perspective. The paper further aims at improving reliability and LCC by implementing reliability-improvement methods. Design/methodology/approach This paper uses a methodology for the reliability analysis based on the assessment of trends in maintenance data. The data required for reliability and LCC analysis are collected from the manufacturers and users of CNC turning center over a period of eight years. ReliaSoft’s Weibull++9 software has been used for verifying goodness of fit and estimating parameters of the distribution. The LCC of the system is estimated for five cost elements: acquisition cost, operation cost, failure cost, support cost and net salvage value. Findings The analysis shows that the spindle bearing, spindle belt, spindle drawbar, insert, tool holder, drive battery, hydraulic hose, lubricant hose, coolant hose and solenoid valve are the components with low reliability. With certain design changes and implementation of reliability-based maintenance policies, system reliability is improved, especially during warranty period. The reliability of the CNC turning center is improved by nearly 45 percent at the end of warranty period and system mean time between failure is increased from 15,000 to 17,000 hours. The LCC analysis reveals that the maintenance cost, operating cost and support costs dominate the LCC and contribute to the tune of 87 percent of the total LCC. Research limitations/implications The proposed methodology provides an excellent tool that can be utilized in industries, where safety, reliability, maintainability and availability of the system play a vital role. The approach may be improved by collecting data from more number of users of the CNC turning centers. Practical implications The approach presented in this paper is generic and can be applied to analyze the repairable systems. A real case study is presented to show the applicability of the approach. Originality/value The proposed methodology provides a practical approach for the analysis of time-to-failure and time-to-repair data based on the assessment of trends in the maintenance data. The methodology helps in selecting a proper approach of the analysis such as Bayesian method, parametric methods and nonparametric methods.
      Citation: International Journal of Quality & Reliability Management
      PubDate: 2017-10-17T11:01:21Z
      DOI: 10.1108/IJQRM-08-2016-0126
       
 
 
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