This paper presents a comparative study on the relationship between implementing total quality management (TQM) and organisational characteristics (size, type of industry, type of ownership, and degree of innovation) in a newly industrialised country in South East Asia. Vietnam has become the 150th member of the World Trade Organisation (WTO) since January 2007, and this is the first empirical ...

He co-authored a text on Distance Education. His current research interests include entrepreneurship, the experience economy, nature tourism, and human resource management issues in the service industries.

Document Summary) In recent research on service quality it has been argued that the relationship between perceived service quality and service loyalty is an issue which requires conceptual and empirical elaboration through replication and extension of current knowledge. A study focuses on the refinement of a scale for measuring service loyalty dimensions and the relationships between dimensions...

/RÉSUMÉ The paper looks at patterns of regulation in service industries and explores their implications for service performance. Focusing on restrictions to market mechanisms, a map of the state of service regulation in OECD countries is provided, based on data recently collected and summarised by the OECD. The paper also surveys the available crosscountry empirical evidence on the effects of r...