Polese, Francesco; Vesci, Massimiliano; Troisi, Orlando; … - In: International Journal of Quality and Service Sciences 11 (2019) 1, pp. 104-126
Purpose: The purpose of this paper is to reconceptualize Total Quality Management (TQM) in the light of service ecosystem view through the identification of dimensions underlying both the approaches and a clarification of the relationship between the two theories. Design/methodology/approach:...