Purpose -The purpose of this paper is to examine the critical success factors of total quality management (TQM) implementation in the United Arab Emirates (UAE) banking sector. Design/methodology/approach -Empirical case studies were collected from 250 banks in UAE that have embarked on TQM successfully. Findings -Sixteen factors were found to be critical to TQM implementation success. The factors are top management support, strategy, continuous improvement, benchmarking, customer focus, quality department, quality system, human resource management, recognition and reward, problem analysis, quality service technologies, service design, employees, services capes, service culture and social responsibility.Research limitations/implications -The paper provides a framework for future research to explore organisational excellence in making TQM happen successfully. Originality/value -This research contributes to studies of TQM and service quality in the banking sector context by considering soft issues in its implementation.

Business‐to‐business international Internet marketing (B2B IIM) has emerged as one of the key drivers in sustaining an organisation’s competitive advantage. However, market entry and communication via the Internet have affected the dynamics and traditional process in B2B commerce. Difficulties resulting from these new trends have been cited in the literature. Research into identifying what are the critical success factors for global market entry is rare. This research presents a comprehensive review in this field. The study identified 21 critical success factors applicable to most of the B2B IIM. These factors were classified into five categories: marketing strategy, Web site, global, internal and external related factors. The significance, importance and implications for each category are discussed and then recommendations are made.

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PurposeTo report on the lessons learned during the implementation of TQM principles in Air China as a response to the dramatic changes in both international and domestic markets.Design/methodology/approachThis research work is based on analysing secondary case studies in the airline industry to identify best practice and critical success factors of total quality management implementation. The use of SWOT analysis was selected in the case of Air China.FindingsAir China is the largest air carrier in China in terms of traffic volume and company assets. It own most updated fleet and competent repairs and maintenances expertise. It owns good reputation in both international and domestic market, quality service and keeps the number of loyal frequent flyers rapidly increasing. Distracted by domestic operations in term of resources, organizational concentrations and management time, the international business get to be mediocre. China airline industry is growing faster than GDP increase, and the trend will continue in next five years. Air China faces imminent aggressive competition from world leading airlines and price wars triggered by domestic player, when Civil Aviation Administration of China has to deregulate under requirement of WTO agreements.Originality/valueThis paper is a case study reporting of the strengths, weaknesses, opportunities and threat analysis technique. The paper provides empirical data to identify those factors that play key role in implementing TQM successfully within the Airlines Industry and in particular Air China.

Purpose -To provide the foundation for further research and good practice in benchmarking since it combines the best aspects of traditional and new internet marketing activities. Design/methodology/approach -A methodological triangulation approach has been adopted that uses secondary data, a mail questionnaire survey, and case studies, to collect quantitative and qualitative data. The answers of each respondent were coded into the statistical package for social science (SPSS). Frequency analysis was used for data reduction purposes and to develop an overall understanding of the survey responses and a general picture of how the sample group has responded. The initial analysis used descriptive analysis for the whole sample. Furthermore, factor, regression and path analysis were used to study the research variables and their relationships. Findings -Identification of business-to-business international internet marketing (B2B IIM) critical success factors (CSF) by a holistic literature review and a series of statistical and qualitative analysis of the relevant data. Provides information and valuable insights into the marketers' acceptance of the internet for B2B marketing activities. It has also tested the validity of the TAM and IDT in the domain of internet environment. Research limitations/implications -B2B IIM is an area of research where theory is still inadequate. This study is limited by its cross sectional nature. An additional limitation of the study is the reliance on the subjective, self-report indicators to measure the research constructs in the survey questionnaire. Another limitation to this study is in representativeness and generlisability issues. Practical implications -In terms of academic implications, it proposes factors that affect the adoption of the internet for B2B international marketing activities. A key managerial implication is the effect of internet usage on B2B IIM efficiency. Notably, it was found that the use of the internet affects B2B IIM efficiency not directly, but indirectly, through B2B marketing and customer relations activities, international marketing targeting activities and marketing performance. This means that the competitive advantage of marketing efficiency is not automatically achieved with the adoption of the internet. Originality/value -This paper offers several avenues for investigating individual factors that have a direct impact on the use of internet for international marketing purpose.