Considering the increasing demand for cosmetic surgery and the number of private cosmetic surgery clinics, it is essential to measure and manage the quality of services provided by these clinics. Obtaining sufficient knowledge about the content perceived by the clients of the quality of services provided by specialized clinics can affect identifying improvement opportunities and criteria that will cause their competitive advantage, and on the other hand, it also prevents wasting resources. For this purpose, this study aims to identify, evaluate, and prioritize the criteria for quality improvement in cosmetic surgery clinics. First, the effective criteria focus on the quality of medical services have been identified by reviewing the research background. Then, the identified criteria in the case study are customized by the Delphi method, and then the DEMATEL-based analytic network process method (DANP) is applied to reveal their causal relationships between criteria and sub-criteria to determine the direct and indirect influences, and finally, all of them are prioritized. In the end, based on the obtained results and knowledge of experienced medical experts in the case study, some managerial solutions are proposed to improve the quality of the provided medical services.

The purpose of the present paper was to explore whether total quality management (TQM) mediated the influence of market orientation (MO) on organizational performance (OP). The study was conducted using a quantitative way of investigation with the help of the survey instrument as the primary tool for data collection. Firm ICT managers completed the survey, and the data collected was used to explore the pathways proposed. After having been collected, the data were screened using the SPSS 26 version, and the hypothesized correlations were tested using the same data. The results indicate that both MO and TQM had significant impacts on OP. Such a connection was also impacted by the implementation of TQM. The information and communication technology (ICT) industry is popular among developing countries and is considered as one of the most employers and tools that fasten economic progress. The results provide new insights into the relationships and impacts of MO and TQM on organizational performance to owners/managers, practitioners, and academicians in the ICT sector. The owners and managers can serve as the guidelines to make better decisions in implementing MO with TQM standards to outperform in all aspects and sustain market competition. The owners and managers are advised to develop better strategies to adopt MO and TQM plans into more effective and performance-oriented approaches. This study is the first to do empirical research on the connections between overall quality management, market orientation, and organizational performance in the ICT sector of an Arab developing country.

Hospitality industry always looks for the exhibition of positive emotions from employees’ side and employees display it through suppressing negative emotions (surface acting) or expressing positive emotions (deep acting). The aim of this study is to examine the impact of emotional labor strategies on emotional exhaustion of employees through moderating effect of perceived organizational support. The study uses a sample of 190 employees of chain hotels situated in Lahore, Pakistan. Results concludes that hotels in hospitality sector should value the emotions of frontline employees to prevent them from getting emotionally exhausted, so they could serve the customers’ productively. Similarly, if organizations develop a mechanism and system that enhance the positive perception of organizational support among employees, it will decrease the adverse consequences of emotional labor. This research could be carried out in other service sectors like education, health, banking, airlines etc. where frontline employees matter a lot for organizational image.

Implementation of quality management is very important for hospitals to improve processes, solve problems, and reduce variations and errors in service, including through the implementation of popular Total Quality Management (TQM) and Six Sigma (SS) as new quality management strategies to increase profitability, effectiveness and efficiency of the organization's operations to meet customer’s needs. This study aims to develop an integrated hospital quality management model from the practice of TQM and SS to provide synergy in improving hospital performance. The study design was cross sectional through a survey using a questionnaire on 863 respondents, namely all employees ranging from doctors to administrative personnel at 8 hospitals. The TQM and SS practice integration model identified as “Quality Management Alliance Model (QMA)” consists of 6 variable constructs, namely: Management Practice (MP); TQM Infrastructure Practice (IPTQM); SS Infrastructure Practice (IPSS); Core Practice TQM (CPTQM); Core Practice SS (CPSS); and Hospital Performance (KRS) with 12 structural equations hypothesized. Data analysis are performed using Structural Equation Model through 2 tests, namely analysis of measurement models using confirmatory factor analysis (CFA) second order approach and structural model analysis. The results of the first order confirmatory factor analysis (CFA) analysis, after issuing invalid indicators (SLF≤0.5 and t≤1.96), obtained constructs of latent variables with models fit, valid, and reliable. Then in the second order CFA analysis on the overall model after being simplified through LVS (latent variable score) the study obtained construct model fit, valid and reliable. The results of the structural model analysis obtained a model fit with 11 structural equations that are positively and significantly related (t> 1.96). This study proves that the QMA model is feasible and can be applied to measure the implementation of hospital quality management. Hospital management is recommended to implement the QMA Model optimally to improve performance.

Quality management has become inevitable and ubiquitous in higher education, especially given the increasing competition in both industry and professional orientation. To date, there has been no broad consensus about the trends and determinants in this field despite research existing for several decades now. Experts disagree on the use and impact of quality management systems in higher education, and there is a considerable geographical disparity in terms of the progress made in the field. In this article, a bibliometric analysis consisting of data from 966 articles from the Web of Science database (scanned extant literature) was to identify the most pertinent papers, sources, authors, countries, publication dynamics, and themes. It reveals a comprehensive quality management assessment in higher education. It also revealed the most prominent role of service-quality leadership in current research and quality culture, training, performance, and improvement techniques as the areas relevant for future research. Several countries need to refocus their effort on improvement in quality training and the impact of quality management in the higher education context.

The objective of this study is to investigate the relationship between supply chain linkage and business performance in the lychee supply chain in Vietnam. The study collected 395 matched samples after sample screening. Partial least squares (PLS) algorithm is used to process the data. Research results show a link between supply chain linkage and business performance. Furthermore, research shows that risk supply chain, quality management, and business strategy also impact supply chain linkages and business performance.

This study was conducted based on Davis's extended technology acceptance model (TAM) (1989) and survey data of 486 petroleum and liquefied gas enterprises in Vietnam on their intention to apply using a total quality management (TQM) system. Research results show that factors such as (1) Perception of the effectiveness of TQM; (2) Perception of the effectiveness of the convenience in using TQM; and (3) Perception of the effectiveness of TQM compared to the old system which has a positive impact on the intention to apply the total quality management system in petroleum and liquefied petroleum gas enterprises in Vietnam. Besides, the perception of decision-makers on issues related to quality management in these enterprises also has a direct influence on the perception of the TQM usability and indirect effect of the intention to use TQM application in these enterprises.

The purpose of this study is to investigate the dimensions of hotel service quality, to assess relative importance of them and to evaluate service quality of Tehran hotels in terms of guests’ perspectives. The paper examines the reliability and validity of the designed scale based on SERVQUAL model. A cross-sectional research based on SERVQUAL model conducted on nine hotels in Tehran (n=1080). Several statistical analyses such as EFA, CFA, Linear regression and t-test were applied to analyze the data. Five service quality dimensions were identified and named as “tangibles”, “problem solving”, “service supply”, “empathy” and “security”. Even though our findings confirmed five dimensional SERVQUAL constructs, some dimensions have been identified differing from SERVQUAL scale dimensions. Finding showed that the best overall service quality predictor is “tangibles” followed by “service supply”, “problem solving”, “assurance” and “empathy”.

The main purpose of article is to survey the effect of Quality Management System (QMS) on organization efficiency based on the concept of change management. The role of top organization management for QMS implementation and change management solutions to eliminate organization resistance are investigated. In this study, fourteen Deming’s principles are independent variables, organization productivity is dependent variable and the study examines six different hypotheses. Cronbach Alpha coefficient is calculated as 87.62%, which validates research questionnaire. The proposed study of this paper uses t-student to examine all six hypotheses in a case study from a firm named Aria Sanaat factory. The results of this study confirm that there are some positive effects on organizational management variables & establishing training and explanation courses & meetings.

This paper presents the development of an instrument for measuring strategic control systems (SCS). Although SCS has received considerable attention in the literature, most of the discussions, on the elements that constitute SCS, are limited to descriptive statements. Thus, the theoretical construct of SCS suffers from lack of extensive statistical validation procedures. However, there are a few authors that had initiated the development of an instrument to measure the SCS. Their small effort had also been criticized due to the inconsistency among authors in defining SCS, which would likely affect the validity of the instrument being developed. Given this lacuna, this paper has developed and validated an instrument for conceptualizing SCS, specifically under the environment of Quality Management strategy. Based on a careful and systematic process of instrument development, this paper revealed that SCS consists of two important dimensions, namely strategy implementation and strategic resource allocation. In developing this instrument, a total number of 205 respondents were involved. The findings reported in this paper would benefit future researchers in measuring SCS, particularly for survey-based research.