volume 18, issue 3, P38-56 2014
DOI: 10.1108/mbe-12-2012-0057
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Arash Shahin, Hadi Balouei Jamkhaneh, Sayedeh Zahra Hosseini Cheryani

Abstract: Purpose – The major aim of this investigation is to propose a novel approach for evaluating the implementation of the European Quality Award, i.e. the model of European Foundation for Quality Management (EFQM). Design/methodology/approach – The EFQM model includes both enablers and results, while in the service quality gaps model, only the gaps between the organization and customer are studied. In this paper, a new approa…

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