Does the ferry sector need soft total quality management practices? Evidence from an Italian ferry company - Torre, Teresina; Petrolo, Damiano; Pellegrini, Massimiliano Matteo; Sarti, Daria (TQM journal, 2024)
Keywords: Air travel; Case studies; Customer services; Ferries; Knowledge management; Narratives; Orientation; Quality management; Total quality; Total quality management; Ferry sector; Strategy-as-practice; Total quality management; Soft dimensions of TQM