2005),"Dynamics of service attributes: a test of Kano's theory of attractive quality"If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. AbstractPurpose -The purpose of this paper is to investigate, by reviewing the literature, the relationship between quality management and business performance with a comparison between manufacturing and service organizations. Design/methodology/approach -This meta-analytic study critically examines the literature and evaluates the business performance implications of adopting quality management principles in manufacturing and service organizations. Altogether, 14 published research studies were identified that focused on the relationship between quality management and business performance with a comparison between manufacturing and service organizations. Findings -The results show several inconsistencies in previous research when it comes to the relationship between quality management and business performance when comparing manufacturing and service organizations. Some of these inconsistencies concern the principles of supplier relationships, leadership commitment and customer orientation. The inconsistencies can be explained by a number of factors: the difference in size of the organizations included in the studies, the cultural aspect and the research design. Regarding consistencies, two quality management principles stand out in several studies as being more central for service organizations: employee management and process orientation. Practical implications -The results can provide guidance for service managers aiming to implement quality management. In addition, the paper provides guidance to researchers about methodological issues so that future research can provide more reliable and valid results. Originality/value -The paper provides a critical review of previous research on what principles of quality management should be adopted in a service organization.

Purpose – This paper aims to contribute to the debate on business excellence by comparing the business excellence models of Malcolm Baldrige, European Foundation for Quality Management and Swedish Institute for Quality. By assessing these in relation to today’s new business landscape, the authors suggest that emphasising issues such as stakeholder co-creation of value, stakeholder dialogue, service innovation, service logic, business ethics and different views on resource integration can alter the view of quality improvement from economic, social and environmental perspectives, in turn, leading to Business Excellence 2.0. Design/methodology/approach – This study examines three business excellence models and compares their adoption of the concepts of today’s new business landscape. The study focuses on whether the models’ fundamental principles and concepts are aligned with the views on sustainability, stakeholder co-creation and service innovation. Findings – The examined business excellence models do not fully respond to the requirements of today’s business landscape. To gain relevance in the private sector, the fundamental ideas of the models in terms of concepts, criteria and evaluation processes must be rethought. Such an opportunity enables the quality movement and service logic research to come together to develop new business excellence models that incorporate the challenges of today’s business landscape. Research limitations/implications – This paper illustrates the need to develop business excellence models to address the perspectives of today’s new business landscape. Practical implications – By incorporating strategies in sustainability, stakeholder co-creation and service innovation in business excellence models, organisations can deliver sustainable business growth. Originality/value – The paper sheds new light on how business excellence models can incorporate aspects of the new business landscape. It also shows how the quality movement and the ongoing service logic research can come together to develop a new business excellence model that addresses the challenges in the new business landscape.

Purpose Today’s organisations face the challenge of measuring the right things and then using those measurements as a starting point to work with improved quality. The failure to generate a shared value base is pointed out as one main cause for the inability to effectively apply quality management and lean within organisations; thus, it appears central to measure these values. However, the measuring of values and behaviours seems to be missing within both concepts. Therefore, there is a need for a tool that measures not only quality values but also behaviours that support or obstruct a quality culture. The purpose of this paper is to describe how a measuring tool which measures quality culture can be designed and structured. Design/methodology/approach A project with the aim to measure and develop quality culture started in 2015 by three Swedish universities/institutes and seven organisations. During several workshops, quality values and supportive and obstructive behaviours were developed and described. This resulted in a survey where employees of the participating organisations ranked performance and importance of the described behaviours. The results were presented and discussed in a fourth workshop. Findings A framework of behaviours and a measurement tool for a quality culture are presented in this paper. Originality/value The framework of behaviours, supporting or obstructing a quality culture, is original and may be very useful to diagnose and develop a quality culture.

Purpose -The purpose of this paper is to investigate how a quality profile can evolve over time and, in particular, how different kinds of interventions can further develop or change an existing quality profile. Design/methodology/approach -Data was collected over a five-year period, including a literature review, interviews, a document study and observations to capture the quality profile and associated interventions. The study was carried out in a service organisation in the public sector. Findings -This study shows that the quality profile can change over time due to the use of specific interventions. If a company wants to emphasise a specific quality principle, it must target the quality principle with one or more interventions. However, even if a quality principle is targeted, there is no guarantee that the quality principle will show improvement in the quality profile. Also, one main finding is that the quality profile becomes more even over time due to the internal consistency of the quality principles. Research limitations/implications -This paper sheds light on the need to study the adoption of individual quality principles and the evolution of the quality profile of an organisation. Practical implications -The results can provide insights for organisations aiming to embark on a quality programme, specifically how to design and develop a quality profile. Originality/value -This research implies that the quality profile is a recurring, general phenomenon in all quality management improvement programmes. In other words, successful implementation of quality management requires a cohesive quality profile.

Purpose -The purpose of this paper is to investigate four dimensions of how to integrate quality in the public procurement process from three perspectives. The study was carried out in the public transportation industry where service provision has been outsourced. Design/methodology/approach -An explorative case study was carried out using two data collection methods. The first involved a document study that considered the integration of quality in the public procurement process. This led to the second method, which involved conducting in-depth interviews to follow up on the procurement and the role of quality with the participants. Findings -The findings provide insights into how quality can be included in the public procurement process and, in particular, how self-assessment can be used to evaluate the "best quality practice". The quality maturity of the industry also has an influence on three dimensions: the choice of quality model, the weighting between price and quality and how the tenders perform their self-assessments.Research limitations/implications -The study focuses on one case and presents explorative findings. This has implications for future research, for which the set of procurement decisions regarding the integration of quality must be analysed. Practical implications -The integration of quality in the public procurement process involves choosing a future business partner according to the "best quality practice", not just the lowest price. Including quality in the public procurement process can help facilitate the delivery of high-quality services to customers when service provision has been outsourced. Originality/value -This study contributes to the service quality literature by empirically investigating how quality can be integrated in the public procurement process, which is a prerequisite for contracting a desired service supplier.