PurposeThis paper aims to propose and empirically test a theoretical model positing relationships among emotional intelligence (EI), creativity, proactivity, and attitudes towards entrepreneurship and entrepreneurial intent.Design/methodology/approachA questionnaire survey was completed by a random sample (n=280) of business, engineering and science students across three Greek universities. Results were based on structural equation modelling analysis.FindingsResults provide strong support for the proposition that students' creativity and proactivity fully mediate the positive effect of trait EI on attitudes towards entrepreneurship. Attitudes towards entrepreneurship fully mediated the effects of creativity and proactivity on entrepreneurial intent.Originality/valueThe paper demonstrates that EI is positively related to three important antecedents of entrepreneurial intentions and provides the literature with another important piece of the puzzle concerning entrepreneurial motivation. This evidence adds to the academic literatures on entrepreneurship and trait EI, and offers several practical implications for entrepreneurship education.

Purpose -The purpose of this paper is to provide experimental evidence supporting the view that internal service quality has a direct effect on external service quality. Design/methodology/approach -The study focuses on the restaurant industry in Greece. Waiters are considered as internal customers and kitchen personnel as internal suppliers. Inferential analysis included factor analysis on individual waiter and customer data as well as canonical correlation analysis on a restaurant level. Findings -Factor analysis of external service quality revealed six factors including product, organizational image, safety and choice, empathy, reliability as well as responsiveness. Internal service quality factors, additional to those found in external service quality research, included professionalism and internet. Canonical correlation revealed that the internal service quality dimensions of safety, reliability and internet exert a direct positive influence on the external service quality dimensions of organizational image, empathy and responsiveness. Originality/value -The paper shows that service firms should focus on internal service quality in order to improve external service quality.

Purpose The purpose of this paper is to enrich the existing literature by determining the underlying structure (latent factors) of total quality management (TQM) practices and their impact on company performance outcomes in the Greek hotel industry. Design/methodology/approach The research questions were examined using a sample of 153 top-and middle-level hotel-quality managers. Exploratory factor analyses, coupled with multiple linear regression analyses, were used to examine the extent to which elements of TQM influence hotel performance. Findings The TQM factors revealed by the present empirical research in the hotel industry are the quality practices of top management, strategic quality planning, employee quality management, customer focus and employee knowledge and education. On the other hand, the performance dimensions revealed through the present study are summarized as: financial performance, customer focused performance and service quality performance. The results also confirmed that most of the TQM elements are antecedents of hotel business performance. Practical implications Hotel managers/owners using reliable and valid frameworks comprising TQM practices and performance outcomes may better address their efforts by choosing whether to invest in company refurbishing or better train their personnel to maximize hotel performance. Originality/value The purpose of this study is to enrich the existing literature by identifying and confirming the enablers and outcomes of TQM specifically within the hospitality industry. Moreover, the relationship between the implementation of TQM practices and superior company performance is also examined due to the past contradictory results regarding this matter.

Purpose Literature refers to the key factors of total quality management (TQM) based on studies carried out in individual countries. However, few studies focus on studying the TQM factors in service companies based on multinational data. The purpose of this paper is to empirically identify the key TQM factors and their impact on internal and external customer performance measures across different countries. Design/methodology/approach The research questions regarding the TQM factors and their effects were examined using a sample of service organisations from three countries (131 from Greece, 70 from Mexico and 151 from Spain). TQM factors and their impact on employee and customer satisfaction were analysed separately for each country. Exploratory factor analyses, coupled with multiple linear regression analyses, were conducted. Findings The key TQM factors identified are common among the three participating countries and can be summarised as follows: quality practices of top management, process management, employee quality management, customer focus, and employee knowledge and education. The adoption level of these five key factors of TQM varies across service organisations in different countries. The results also confirmed that some of the TQM elements are antecedents of customer- and employee-focused performance. Practical implications Multinational service organisations may use such an instrument to evaluate TQM implementation among worldwide operations and then benchmark their performance. In addition, an understanding of similarities and differences among countries would help managers around the world to address difficulties of TQM implementation related to the country culture. Originality/value Previous studies have compared key TQM factors across different countries in manufacturing, but overall, there has been a little attempt in the literature to analyse the adoption of TQM factors among service firms, as well the relationships between quality improvement and performance across different geographical regions.

PurposeThe aim of this paper is to develop a theoretical framework and conduct an empirical study across different service sectors to investigate the inter‐relationships between organizational learning culture, employee job satisfaction and their impact on customer satisfaction. It also aims to examine an individual‐level variable (educational level) to see if it exerts possible moderating effects on the aforementioned relationships.Design/methodology/approachA structured questionnaire was used to collect data from employees in three companies that belong to different service sectors (port, supermarket and automobile repair service). A sample of 437 usable questionnaires from first line employees was collected. Regression analysis, including a moderated mediation analysis, was used to examine the relationships.FindingsThe results confirmed the mediating role of employee job satisfaction on the relationship between organizational learning culture and customer satisfaction. In addition, this study empirically supported the premise that the indirect effect of organizational learning culture on customer satisfaction via employee job satisfaction will be stronger when employee education is at a high level than when employee education is at a lower level.Originality/valueThis study highlights that when the employees are supported by their organization's culture, not only are they provided with new knowledge and skills, but they are also more likely to be satisfied by their jobs. This spurs them to offer high‐quality services that will satisfy their customers' needs.

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Purpose The purpose of this paper is to determine the current state of the Lean principles adopted by food small and medium-sized enterprises (SMEs). Design/methodology/approach The case study approach was undertaken in order to gain insights into Lean adoption. Nine Greek food SMEs certified according to the ISO 9001 quality management system (QMS) and the ISO 22000 food safety management system (FSMS) were approached. Interviews were conducted with the chief executive officers and the company managers in charge of the QMS or FSMS, based on a structured questionnaire. Findings The food SMEs participating in the present study adopt Lean principles to a high extent. However, there is room for further improvement. Research limitations/implications The fact that the data collected suggests subjective business evidence and not objective as well as the fact that only two representatives of each of the nine food SMEs were conducted, comprise the main limitations of the present study. So, the results should be considered with caution, as far as the Lean adoption in the Greek food sector is concerned. Based on these limitations, future research suggestions can be made. Practical implications Based on the present study, suggestions can be made regarding the successful adoption of Lean principles, not only for the sample SMEs but also for the whole of the food sector. More specifically, by determining the strengths and weaknesses of the food SMEs’ efforts to adopt Lean, suitable managerial initiatives can be undertaken by these companies as well as the whole sector to fully adopt Lean and derive the respective benefits. Originality/value The paper provides insights into the adoption of Lean principles in the Greek food sector. This is the first study in the field of Lean that has been carried out in the Greek food SMEs.

Purpose The purpose of this study is to determine the main total quality management (TQM) factors adopted and the respective results achieved by local authorities – municipalities. Determining the degree to which TQM influences the respective results is also an aim of the present study. Design/methodology/approach A research study was designed to be carried out in Greek local authorities – municipalities, 125 of which were approached through interviews with chief executive officers (CEOs) based on a structured questionnaire. The TQM practices and results identified in the literature were used as measured variables of the questionnaire. Descriptive statistics and linear regression analyses were applied for the purpose of the study. Findings The TQM philosophy is not highly adopted by the Greek local authorities participating in the present study. Moreover, the Greek local authorities do not seem to derive significant TQM benefits. Finally, adopting TQM strongly and positively influences, first, operational and quality performance of the local authorities; second, citizen satisfaction and society results; and third, employee satisfaction. Research limitations/implications Subjective data were collected from the CEOs of a small sample of local authorities operating in a European Union country, under circumstances of financial crisis. Based on these limitations, future research studies are recommended. Practical implications Areas for improvement are identified for a local authority to develop a robust TQM model, approach business excellence and derive significant benefits. Originality/value This is the first research study in the field of TQM to be conducted at city-level administration in Greece.