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Applicability of SERVQUAL in restaurants: an exploratory study in a Portuguese ...
Patrício, Vera; Leal, Rogério P.; Pereira, Zulema L.SERVQUAL is the most popular instrument to ascertain service quality. However, some debate exists about its ability to characterize different service environments. Furthermore, there is not a consensus about the inclusion of customer expectations in the model. The research presented in this paper intends to discuss the applicability of SERVQUAL to restaurant services and to analyze the inclusion of customer exp...
Training needs in TQM: the Portuguese perspective
Leal, Rogério P.; Oliveira, Paula; Dias, José M.; Pereira, Zulema L.A survey to assess training needs in TQM was developed in several European countries, within the framework of a Leonardo’s project named IMVOCED. Beyond a comparison of the results in each country, a global analysis was performed to design a TQM programme to be delivered by WBL (Work Based Learning). Differences were found between countries, and the Portuguese results also revealed that different approaches to ...
An integrated approach for TQM implementation in SMEs
Pereira, Zulema L.; Pedroso, Leonilde M.This paper tackles the broad issue of TQM implementation in SMEs. It includes a review of two models aimed at improving organisational performance, the EFQM Excellence Model and the Balanced Scorecard, which have been widely used in large organisations. Both models are examined as to their suitability and applicability to small and medium sized enterprises. The findings indicate that SMEs can benefit from the a...
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