Research

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20 pages, 898 KiB

Open AccessArticle

Complex Customer Loyalty Measurement at Closed-Loop Quality Management in B2B Area—Czech Example

by Jaroslav Nenadál, David Vykydal and Eva Tylečková

Sustainability 2021, 13(5), 2957; https://doi.org/10.3390/su13052957 - 09 Mar 2021

Cited by 6 | Viewed by 4058

The main objective of this article is to present our proposal of complex customer loyalty measurement within external feedback loops as a response of Industry 4.0 concept in the area of advanced quality management for business-to-business (B2B) relationships, as customer loyalty and organisational [...] Read more.

The main objective of this article is to present our proposal of complex customer loyalty measurement within external feedback loops as a response of Industry 4.0 concept in the area of advanced quality management for business-to-business (B2B) relationships, as customer loyalty and organisational sustainability are two critical factors for long-term success. To reach the goal, deep literature analysis, special field research, interviews with specialists, and development of a new model of closed-loop quality management systems, which are created for Quality 4.0 environment, were used. A new term, complex customer loyalty, is introduced, and twelve basic steps of its measurement are briefly explained, including a set of loyalty indicators, all regarding specific characteristics of B2B context. Special research confirmed that only about 15% of Czech organisations use some systematic approach to customer loyalty measurement within B2B area. In the majority of Czech B2B organisations, closed-loop quality management systems are mostly in early phases of their development. However, there is no doubt that complex customer loyalty measurement will be an important part of these systems. The proposals presented in this article are mostly universal and should be applied not only to Czech companies. Full article

(This article belongs to the Special Issue Quality Management and Standardization for Sustainability)

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23 pages, 1237 KiB

Open AccessArticle

Measuring Territorial Social Responsibility and Sustainability Using the EFQM Excellence Model

by Dalilis Escobar Rivera, Maria Rosa Terradellas Piferrer and Maria Helena Benito Mundet

Sustainability 2021, 13(4), 2153; https://doi.org/10.3390/su13042153 - 17 Feb 2021

Cited by 11 | Viewed by 3735

Abstract

Sustainability and social responsibility are goals that are currently aimed for by companies, entities and institutions as well as national and international agendas. In a globalized and highly connected world, the achievement of both goals must be pursued. This means more than mere [...] Read more.

Sustainability and social responsibility are goals that are currently aimed for by companies, entities and institutions as well as national and international agendas. In a globalized and highly connected world, the achievement of both goals must be pursued. This means more than mere compliance with agendas approved by national and international agencies; it means that all of these entities, each in their own field and area of responsibility, become co-responsible for their own social, environmental and economic situation. Because of this co-responsibility, their decisions and activities must contribute to the deployment of a jointly responsible and sustainable model of innovation, development and social transformation. In this context, this article aims to propose a model based on the principles of total quality management that will make it possible to explore the degree of territorial social responsibility and sustainability linked to the companies and institutions of a territory. The validity of this model is based on the application of the model of the European Foundation for Quality Management (EFQM) and its applicability to all types of organizations. The empirical validation was carried out in the specific region of Girona (Spain) with the participation of the University Social Responsibility (USR) Chair of the University of Girona (UdG). Full article

(This article belongs to the Special Issue Quality Management and Standardization for Sustainability)

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21 pages, 1223 KiB

Open AccessArticle

Sustainable Quality Management Systems in the Current Paradigm: The Role of Leadership

by Cláudia Sousa Silva, José Magano, Ana Matos and Teresa Nogueira

Sustainability 2021, 13(4), 2056; https://doi.org/10.3390/su13042056 - 14 Feb 2021

Cited by 16 | Viewed by 6942

Abstract

This study supports the proposition that sustainability’s integration into Quality Management Systems (QMS) could be a viable pathway to the development of the Emergency paradigm, in which leadership plays a crucial role. A Systematic Literature Review (SLR) was performed in order to deepen [...] Read more.

This study supports the proposition that sustainability’s integration into Quality Management Systems (QMS) could be a viable pathway to the development of the Emergency paradigm, in which leadership plays a crucial role. A Systematic Literature Review (SLR) was performed in order to deepen leadership’s relationship with Quality Management (QM) from an evolutionary perspective. An exploratory survey was then conducted to assess quality managers’ perceptions of sustainability’s integration into QMS and their leadership styles, using the 5X Short Leader Form MLQ instrument. The results indicate that leadership is a critical element of QMS performance, enhancing transformational leadership, which appears to be the dominant self-perceived style of the quality managers who participated. Nevertheless, these practitioners recognise the difficulties in committing all employees to the sustainability journey. The theoretical and managerial implications give rise to this work. The SLR results could be a useful database to support future QM and Leadership research. The organisations could follow the suggested pathway to evolve their QMS to support solutions to some of the current challenges. At the same time, quality managers could reflect on their future professional challenges. This work has taken a step forward, indicating sustainable quality management systems as a viable pathway to explore QM knowledge regarding the Emergency paradigm, and thus enhancing leadership’s role. Full article

(This article belongs to the Special Issue Quality Management and Standardization for Sustainability)

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10 pages, 288 KiB

Open AccessArticle

University Teachers’ Conceptions of the University and the Place of Sustainability

by Elisa Chaleta, Margarida Saraiva, Luís Sebastião, Marília Cid, António M. Diniz, Fátima Leal, Paulo Quaresma and Luís Rato

Sustainability 2021, 13(4), 1955; https://doi.org/10.3390/su13041955 - 11 Feb 2021

Cited by 6 | Viewed by 1776

Abstract

In this phenomenographic qualitative research, the aim is to learn about the conceptions of university professors about the university. The study was carried out with 20 university professors: 10 from the School of Social Sciences and 10 from the School of Science and [...] Read more.

In this phenomenographic qualitative research, the aim is to learn about the conceptions of university professors about the university. The study was carried out with 20 university professors: 10 from the School of Social Sciences and 10 from the School of Science and Technology of University of Évora with an average age of 54 years and over 20 years of professional activity. The data were collected through open questionnaires and then submitted to thematic and categorical content analysis. The conceptions of the university appear, in the voice of the teachers, centered on two main aspects. The first and more mentioned concerns the conception of the university as a space of production and diffusion of scientific knowledge, which refers to quality factors of higher education. The second brings out the conception of the university as a space of relationship with society together with underlying concerns for human development, cooperation, and the design of a more sustainable world. Full article

(This article belongs to the Special Issue Quality Management and Standardization for Sustainability)

20 pages, 1032 KiB

Open AccessArticle

On the Convergence of Collaborative and Social Economy: A Quality Model for the Combined Effects

by Pierina Moreno Chacón, Rejina M. Selvam and Frederic Marimon

Sustainability 2021, 13(4), 1907; https://doi.org/10.3390/su13041907 - 10 Feb 2021

Viewed by 1959

Abstract

This article has two aims: the first is to propose a definition for social collaborative companies that encompasses their main characteristics, and once the companies to which we refer is settled, the second aim is to propose a quality model for social collaborative [...] Read more.

This article has two aims: the first is to propose a definition for social collaborative companies that encompasses their main characteristics, and once the companies to which we refer is settled, the second aim is to propose a quality model for social collaborative companies. These companies are of a particular type based on a collaborative business model and with a social focus as part of their mission. They employ a democratic style of governance, whether or not they are cooperatives, and operate through a platform in the collaborative environment. The quality model has three main categories: management, operations, and continuous improvement in a cyclical manner to ensure continuous improvement. The findings may be interesting for academics due to the fact that it is the first attempt to provide a quality model for these social collaborative companies and provide a conceptual framework for these organizations. Additionally, some managerial implications can be evident, such as when (i) the framework functions as a management guide for excellence, (ii) a tool for benchmarking, and (iii) a tool for internal and external communication. Full article

(This article belongs to the Special Issue Quality Management and Standardization for Sustainability)

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10 pages, 1194 KiB

Open AccessArticle

Higher Education and Sustainable Development Goals (SDG)—Potential Contribution of the Undergraduate Courses of the School of Social Sciences of the University of Évora

by Elisa Chaleta, Margarida Saraiva, Fátima Leal, Isabel Fialho and António Borralho

Sustainability 2021, 13(4), 1828; https://doi.org/10.3390/su13041828 - 08 Feb 2021

Cited by 52 | Viewed by 7428

Abstract

In this work we analyzed the mapping of Sustainable Development Goals in the curricular units of the undergraduate courses of the School of Social Sciences at the University of Évora. Of a total of 449 curricular units, only 374 had students enrolled in [...] Read more.

In this work we analyzed the mapping of Sustainable Development Goals in the curricular units of the undergraduate courses of the School of Social Sciences at the University of Évora. Of a total of 449 curricular units, only 374 had students enrolled in 2020/2021. The data presented refer to the 187 course units that had Sustainable Development Goals in addition to SDG4 (Quality Education) assigned to all the course units. Considering the set of curricular units, the results showed that the most mentioned objectives were those related to Gender Equality (SDG 5), Reduced Inequalities (SDG 10), Decent Work and Economic Growth (SDG 8) and Peace, Justice and Strong Institutions (SDG 16). Regarding the differences between the departments, which are also distinct scientific areas, we have observed that the Departments of Economics and Management had more objectives related to labor and economic growth, while the other departments mentioned more objectives related to inequalities, gender or other. Full article

(This article belongs to the Special Issue Quality Management and Standardization for Sustainability)

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16 pages, 299 KiB

Open AccessArticle

Quality Assessment of the Services Delivered by a Court, Based on the Perceptions of Users, Magistrates, and Court Officials

by Patrícia Moura e Sá, Maria João Rosa, Gonçalo Santinha and Cátia Valente

Sustainability 2021, 13(2), 504; https://doi.org/10.3390/su13020504 - 07 Jan 2021

Viewed by 2216

Abstract

This paper aims to measure the quality of the services delivered by a court by assessing the satisfaction of court users and service providers, i.e., magistrates and court officials. For that purpose, a case study was carried out and data were collected by [...] Read more.

This paper aims to measure the quality of the services delivered by a court by assessing the satisfaction of court users and service providers, i.e., magistrates and court officials. For that purpose, a case study was carried out and data were collected by means of a questionnaire based on the SERVPERF instrument, in which perceived service quality is measured, considering court users, magistrates, and court officials’ perceptions of post-service performance. One hundred and fifty-eight questionnaires were successfully returned. An in-depth interview was later conducted to the court administrator to gain a richer understanding of the results achieved and ask follow-up questions. Overall, findings revealed that court users, magistrates, and court officials clearly have a positive view of the services provided, although improvement is needed, particularly in the court’s facilities and technological equipment. The current research sheds some light on the potentialities and difficulties of assessing service quality in the judiciary and contributes to the validation of the SERVPERF instrument in this context. Full article

(This article belongs to the Special Issue Quality Management and Standardization for Sustainability)

11 pages, 3994 KiB

Open AccessArticle

Categorizing Quality Determinants in Mining User-Generated Contents

by Federico Barravecchia, Luca Mastrogiacomo and Fiorenzo Franceschini

Sustainability 2020, 12(23), 9944; https://doi.org/10.3390/su12239944 - 27 Nov 2020

Cited by 10 | Viewed by 1749

Abstract

User-Generated Contents (UGCs) are gaining increasing popularity as a source of valuable information for companies to manage the quality of their products, services and Product-Service Systems (PSS). This paper aims at proposing a novel approach to identify and categorize quality determinants through the [...] Read more.

User-Generated Contents (UGCs) are gaining increasing popularity as a source of valuable information for companies to manage the quality of their products, services and Product-Service Systems (PSS). This paper aims at proposing a novel approach to identify and categorize quality determinants through the analysis of an extensive database of UGCs. In detail, this paper applies a topic modeling algorithm (Structural Topic Model) to identify quality determinants and introduces the Mean Rating Proportion measurement for their classification into three categories: negative, positive and neutral quality determinants. The application of the proposed methodology is exemplified through the analysis of a PSS case study (car-sharing). Full article

(This article belongs to the Special Issue Quality Management and Standardization for Sustainability)

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15 pages, 499 KiB

Open AccessArticle

OSS-Qual: Holistic Scale to Assess Customer Quality Perception When Buying Secondhand Products in Online Platforms

by Neus Vila-Brunet and Josep Llach

Sustainability 2020, 12(21), 9256; https://doi.org/10.3390/su12219256 - 07 Nov 2020

Cited by 6 | Viewed by 2398

Abstract

Online secondhand markets have been growing substantially over the last decade and are expected to grow further. In order to effectively promote the growth of online secondhand markets, this paper designs and validates a scale to assess customer perception of the service quality [...] Read more.

Online secondhand markets have been growing substantially over the last decade and are expected to grow further. In order to effectively promote the growth of online secondhand markets, this paper designs and validates a scale to assess customer perception of the service quality of secondhand products purchased via online platforms. Complementarily, the paper assesses how each of the different dimensions that configure the scale contributes to explaining the fulfillment of customers’ expectations. The scale is defined by 23 items and is arranged in 5 dimensions from the literature on online commerce as well as on the sharing economy. A sample of 200 questionnaires is used for exploratory factor analysis. A second sample of 507 users is used for confirmatory factor analysis. The quality perceived by online customers of secondhand products depends on the quality of the interactions that they have with the website, with the vendor, and with the product. The dimension that contributes the most to customer fulfillment of expectations is product quality. Findings identify the items that contribute the most to quality perception and fulfillment of expectations, facilitating the development of more effective strategies for platform owners and vendors who want to attract and retain customers of secondhand products. Complementarily, these findings are useful to businesses and governments that want to promote a more sustainable economy by reducing consumption of new products and promoting reutilization of existing ones. Full article

(This article belongs to the Special Issue Quality Management and Standardization for Sustainability)

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24 pages, 1071 KiB

Open AccessArticle

Sustainable Management Systems Standards (SMSS): Structures, Roles, and Practices in Corporate Sustainability

by Cláudia Silva, José Magano, Anna Moskalenko, Teresa Nogueira, Maria Alzira Pimenta Dinis and Hélder Fernando Pedrosa e Sousa

Sustainability 2020, 12(15), 5892; https://doi.org/10.3390/su12155892 - 22 Jul 2020

Cited by 17 | Viewed by 4710

Abstract

Companies need to develop more sustainable management models to support a strategy focused on the environment and society, preventing the sole ambition to maximize economic profits. Several specific tools and frameworks have been developed for the implementation of sustainability management. However, the isolated [...] Read more.

Companies need to develop more sustainable management models to support a strategy focused on the environment and society, preventing the sole ambition to maximize economic profits. Several specific tools and frameworks have been developed for the implementation of sustainability management. However, the isolated adoption of new management practices could increase bureaucracy and constrain the development of an effective and systematic sustainability strategy. Based on the development of four case studies of relevant companies based in Portugal, this research presents a cyclical process with the structures, inputs and outputs, and roles in embodying sustainability in Integrated Management Systems (IMS). The originality of the work lies in the level of integration. Beyond identifying interconnection areas, it also specifies the Management Systems Standards (MSS) requirements in each area, assigning different roles in the integration process: drivers, efficient enablers, pathways, and evaluators. These four roles promote the claimed integration in a systematic cyclical process, plan–do–check–act (PDCA), to assist the consolidation of sustainability management. This research reinforces the added value of the IMS. It expands its scope, helping companies implement sustainability effectively and systematically, resulting in the presentation of Conceptual Sustainable Management Systems Standards (SMSS). Full article

(This article belongs to the Special Issue Quality Management and Standardization for Sustainability)

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Review

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30 pages, 4561 KiB

Open AccessReview

What Do We Know about Co-Working Spaces? Trends and Challenges Ahead

by Jasmina Berbegal-Mirabent

Sustainability 2021, 13(3), 1416; https://doi.org/10.3390/su13031416 - 29 Jan 2021

Cited by 32 | Viewed by 9489

Abstract

Co-working spaces (CWSs) have emerged as a distinctive phenomenon in the sharing economy. They are collaborative environments that feed innovation and creativity under the slogan “working alone together”. While policy makers and scholars were optimistic about their role in promoting entrepreneurial endeavours and [...] Read more.

Co-working spaces (CWSs) have emerged as a distinctive phenomenon in the sharing economy. They are collaborative environments that feed innovation and creativity under the slogan “working alone together”. While policy makers and scholars were optimistic about their role in promoting entrepreneurial endeavours and fostering growth, the spread of the COVID-19 across the world has drastically changed the way we work, communicate, and navigate daily life. This study offers a comprehensive review of the existing literature on CWSs. To do so, a bibliometric analysis is proposed, combining the use of traditional bibliometric tools with science mapping techniques. A total of 118 documents are reviewed and the results are presented at two different levels: (1) descriptive analysis of the status of the research on a CWS and (2) its conceptual structure (topics and trends). The study concludes with some directions for future research. Specifically, based on the recurrent topics discussed up to date in the literature, it is possible to identify four key areas—i.e., geographical location, physical space, business models and inclusive communities—that are promising for research and that may bring useful insights for defining co-working’s place in a post-pandemic society. Full article

(This article belongs to the Special Issue Quality Management and Standardization for Sustainability)

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14 pages, 1416 KiB

Open AccessEditor’s ChoiceReview

A Systematic Literature Review. Relationships between the Sharing Economy, Sustainability and Sustainable Development Goals

by Andrei Boar, Ramon Bastida and Frederic Marimon

Sustainability 2020, 12(17), 6744; https://doi.org/10.3390/su12176744 - 20 Aug 2020

Cited by 83 | Viewed by 12975

Abstract

The sharing economy is an umbrella term for different business models that seem to have a positive impact on sustainability. To achieve sustainable development, the UN has created 17 Sustainable Development Goals (SDGs) as an instrument and guide for countries and individuals. This [...] Read more.

The sharing economy is an umbrella term for different business models that seem to have a positive impact on sustainability. To achieve sustainable development, the UN has created 17 Sustainable Development Goals (SDGs) as an instrument and guide for countries and individuals. This paper sheds light on the relationships between the sharing economy, sustainability and SDGs through the content analysis of 74 papers from the database Web of Science that consider these factors through the topics of the environment, consumer values, business characteristics and urban impact regarding sectors such as mobility and accommodation. Results express that the sharing economy helps to achieve all SDGs. However, further research is needed because of the novelty of the topic and the existence of many gaps. The sharing economy has a positive effect on the dimensions of sustainability from the economic, social and environmental points of view. Full article

(This article belongs to the Special Issue Quality Management and Standardization for Sustainability)

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