The TQM Journal: Volume 36 Issue 9

A multiple-case study on the adoption of customer relationship management and big data analytics in the automotive industry

Lala Hu, Angela Basiglio

This paper aims at understanding how automotive firms integrate customer relationship management (CRM) tools and big data analytics (BDA) into their marketing strategies to…

Exploring how to trigger the use of patient-reported information for quality improvement in multi-stakeholder governance

Francesca Ferrè

Value-based healthcare suggested using patient-reported information to complement the information available in the medical records and administrative healthcare data to provide…

Actual and perceived gaps in the supply and demand for marketing and communication services: an empirical analysis of the province of Bergamo

Mauro Cavallone, Andrea Pozzi, Philipp Wassler, Rocco Palumbo

The purpose of the paper is to analyze the supply and demand of marketing and communication consulting services and evaluate actual and perceived gaps.

On tasks and soft skills in operations and supply chain management: analysis and evidence from the O*NET database

Italo Cesidio Fantozzi, Sebastiano Di Luozzo, Massimiliano Maria Schiraldi

The purpose of the study is to identify the soft skills and abilities that are crucial to success in the fields of operations management (OM) and supply chain management (SCM)…

Exploring real teamwork and sustainable quality culture, focusing on top management teams

Lilly-Mari Sten, Pernilla Ingelsson, Marie Häggström

The purpose of this paper is to describe the perception of real teamwork and sustainable quality culture as well as success factors for achieving a sustainable quality culture…

Focus on processes contextualised: how QM process tools and practices can support sustainable development

Max Rosvall, Ida Gremyr

Quality management (QM) can support organisations in contributing to sustainable development. As a result of an expanding focus from customers towards stakeholders within QM, the…