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This study investigates the quality of higher education institutes’ (HEIs’) administrative services by assessing student satisfaction in the context of Total Quality Management (TQM). Differences between students’ perceptions and expectations of administrative service quality are examined and discussed. A questionnaire survey was developed employing the SERVQUAL service quality model, the results of which were further enhanced by the application of importance-performance analysis (IPA). All five dimensions of the model were explored (reliability, assurance, tangibles, empathy, and responsiveness) with data from the 104 students from five Greek HEIs who participated in the survey. The results of the IPA complemented the survey research by enabling recommendations for importance and performance. The study’s findings indicate that students’ expectations are not met by the administrative services provided at the time of examination. A gap is observed between perceptions and expectations on all dimensions, indicating the necessity to make improvements to enhance service quality.

The purpose of this paper is to highlight the application of TQM in primary education (PE) by exploring teachers’ views and, more specifically, by examining the impact of their demographic data on their attitude towards TQM. A study was conducted among teachers in Greek public primary schools with the aim being to investigate their views on seven TQM parameters. The study used a structured questionnaire that was positively evaluated for validity and reliability. In total, 2088 completed questionnaires were collected, and non-parametric tests were employed. The results reveal statistically significant differences among groups of respondents based on gender, job–position, educational level, age, and years of experience in PE, as well as geographical location of the school. The study provides real-time empirical evidence of TQM in PE, enriching the existing literature, which lacks empirical and validated data from the PE level. The data revealed by the study indicate differences in perception of the TQM concept and its application among the participants, and their response should be further analysed to explore the reasons that generate them and, thus, facilitate the initiation of TQM practices within a PE school environment.

Purpose Primary education (PE) forms the foundation of high-quality education systems, but it is often underestimated. This paper aims to develop and empirically validate a measurement instrument to study the current stage of total quality management (TQM) implementation in PE. Design/methodology/approach This study developed a seven-dimensional and a 37-item instrument administered to education professionals at public PE institutions in Greece to determine the current stage of TQM implementation at their institution; 2,088 responses were received in total. Principal component analysis, confirmatory factor analysis and structural equation modeling were adopted to test the research instrument. Findings The findings supported the validity and reliability of the instrument and demonstrated that the proposed measures represent actual dimensions that can be used to explore the implementation of TQM in PE. Results also showed that the respondents rated highly the positive impact that TQM can have on their schools, although nonhuman resources have been found inadequate and problematic. Practical implications The field of TQM in PE lacks empirical evidence; this paper provides deep insight into the elements that demonstrate the perception and status of TQM implementation and can support quality implementation plans. Originality/value This study adds value to the TQM literature by developing an instrument for use in PE educational institutions and validating it in a real environment. Practitioners and researchers are thus supplied with the means to facilitate TQM practices, identify weaknesses and opportunities and contribute to social empowerment.

Education is a valuable asset that contributes much to economic growth and social development. Due to the economic downturn of the last decade, education is under increased pressure to deliver quality, improve efficiency and reduce costs, while adhering to stakeholders’ expectations. Lean thinking (LT) is an approach that aims to improve processes and customer satisfaction, while managing costs and demands for continuous improvement. The beneficial implementation of LT in the manufacturing sector led this concept to evolve into a managerial paradigm with wider applicability to various sectors and practices, including education. The present study undertook a systematic literature review (SLR) of LT in education (LTE) to document its implementation. The SLR used a number of search criteria, resulting in a total of 47 scholarly articles, published from 2003 to mid-2018 in 20 scientific journals, being identified for further examination and discussion. The study produced a comprehensive mapping of recent trends and content of the literature on LTE from various methodological and empirical perspectives. This approach enabled the selected articles to be classified and compared according to relevant features such as publication data, timeline distribution, geographic base of operations, tools, keywords and results. It also oriented the LTE literature within two frameworks to document (a) the maturity of the given study in the research lifecycle and (b) the evolution of LTE research over time. The articles reviewed were thoroughly examined, enabling us to identify limitations or deficiencies that could indicate future research directions.

Purpose Primary and secondary education (P&SE) is fundamentally important for achieving a high-quality education system. P&SE delivers more extensive social returns than higher education and is perhaps the most important locus where core values are established and the foundation for educational super-systems. The purpose of this paper is to develop a structured approach for the implementation of total quality management (TQM) in P&SE and validate it empirically. Design/methodology/approach A 7-dimensioned and a 66-itemed instrument was developed and administered to education professionals at Greek P&SE institutions to measure TQM implementation at present and its potential for the future. The measures were tested for validity and reliability. Findings The findings confirmed that the instrument developed is both valid and reliable. The factors of TQM identified for P&SE were leadership, student focus, continuous improvement, process control and involvement, education and training, measurement and evaluation, and change management. Practical implications P&SE institutions can employ the instrument developed to guide their implementation of TQM practices. Researchers and practitioners can use it to build models to relate facilitating practices to quality performance while enhancing social empowerment and contributing to economic growth, particularly at times of economic difficulty. Originality/value The present study adds value to the existing literature by investigating the unexplored field of TQM in P&SE at a time of economic downturn by offering researchers and practitioners a starting point to identify areas that require further support and improvement or have potential efficiency gain.

Purpose The purpose of this paper is to respond to the increasing demands that education currently faces and develop a structured approach for the implementation of lean thinking (LT) in primary and secondary education (P&SE) and empirically validated it. Design/methodology/approach An extended literature review was conducted of studies on LT in education, service and manufacturing, in which a preliminary list was formed of LT dimensions, which were subsequently reviewed by a focus group. An instrument was generated, which was distributed to 1,400 education professionals, and 394 replies were received. The measures were tested for validity and reliability. After the first round of analyses, measures were tested further to strengthen the proposed instrument. Findings The findings confirmed that the instrument developed is both valid and reliable and that the proposed measures consist actual dimensions of LT in P&SE. A number of success factors that would be required for LT initiatives to be implemented effectively within the P&SE context in a holistic perspective were revealed. Practical implications Although a number of studies have been developed on LT in the manufacturing or service sector, its implementation in education and particularly in P&SE remains scant. The instrument developed provides sufficient knowledge of which are the most important dimensions to consider when pondering LT in education. Originality/value While LT has been the subject of previous research in education, this study represented the first look at lean in P&SE and was the first of its kind to develop and validate in a real environment a lean implementation instrument for use in educational institutions. Researchers and practitioners can use the proposed instrument to build models of facilitating practices to improve performance while contributing to economic growth and enhancing social empowerment.

Purpose The purpose of this paper is to investigate the motives for obtaining an ISO 9000-certified quality management system in small and medium enterprises (SMEs) and whether such motives differ between large companies and SMEs. Design/methodology/approach This study employed a qualitative approach, using multiple case studies. The primary research consisted of interviews with top and middle managers in four organizations and was complemented with direct observation and documental analysis. Findings The research findings confirmed the existing literature. The most common motivations for certification came from external pressure such as customer demand and ability to participate in public tender. It therefore validates that the classification of motives adopted for large companies is also appropriate for SMEs. The research also brought to light one implication of ISO certification that has escaped mention in the literature, namely, the distinction between primary and secondary motives. That is, companies driven by externally-driven motives to pursue ISO 9000 certification appreciated other benefits once they realized the full potential of the standard, leading to additional motivations. Practical implications The study was restricted to a single region of Greece and a single sector, food and beverage industry. This study may provide key insight for managers to understand and appropriately evaluate motives for ISO 9000 certification and to save them from misinterpretation and hasty conclusions. Originality/value Because the data gathered were longitudinal, this study offered a deep understanding of the true motives for ISO 9000 certification.

Purpose The purpose of this paper is to synthesize and evaluate the available literature with respect to critical success factors (CSFs) for sustainable construction (SC). Design/methodology/approach A systematic literature review (SLR) was undertaken to assist in the identification of the most pertinent papers from three publishers: Emerald, Elsevier and Wiley. The literature findings were assessed and presented relative to publication, author and contents as determined by review. Findings The SLR was conducted using a number of search criteria. A final set of 31 publications were detected for further examination. The characteristics in terms of publications, authors and contents of the extracted publication set were examined and discussed. A total of 35 factors were identified, distributed in five research categories. The frequency of the extracted factors within the publication set was investigated and enabled valuable quantitative and qualitative observations of current trends for SC. Interestingly, all research categories were represented in the top-counted factors, demonstrating a holistic perception of SC. Given the publication set, in most aspects, the research area examined seems to demonstrate features of an emerging field, which is not yet well established. Research limitations/implications SLR cannot ensure that all pertinent publications were identified, because it was tailored to a number of search criteria, although certain actions were taken to moderate this limitation. However, the outcome adequately identifies trends and offers valuable information and knowledge for SC and its successful implementation. Originality/value The present study presents a broad list of factors for SC, integrated from a variety of disciplines and stakeholders. The findings, therefore, provide a valuable reference for both construction professionals and practitioners attempting to implement SC. Furthermore, the list can be of use to academic scholars for further empirical work and basis for future research.

Purpose The purpose of this paper is to explore the association between ISO 9000 certification and business performance for small-to-medium enterprises in the food and beverage (F&B) industry. Design/methodology/approach The research employed a qualitative approach based on case studies to investigate in depth how companies perceive ISO 9001. More specifically, four enterprises were examined, and a total of 26 semi-structured in-depth interviews were conducted with top and middle managers from the companies. Questions were validated by experts and through pilot interviews. In total, 45 documents of a broad range related to the quality management system were examined. Personal observation and non-structured consultation with personnel were also used to evaluate the possible impacts and livelihood outcomes. Findings Research findings showed that the certified companies in the F&B industry gain a number of both internal and external benefits, including: quality awareness, increased productivity, increased personnel participation and efficiency, improved image and penetration into new markets. Regarding the financial benefits of certification, the findings are not as convincing, as one company reported no financial benefits, and the rest reported that financial benefits are indirect and intangible. Conclusively, it can be said that SMEs that wish to pursue certification should certainly expect benefits. Practical implications Although many studies have concentrated on analyzing the impact of the implementation of ISO 9001 certification, there is still a clear need for research in specific sectors. Practicing managers and researchers will be able to examine findings in order to evaluate benefits and weaknesses from certification, thereby identifying and acting before and after certification. Originality/value Although the F&B industry has shown a great preference for the ISO 9000 standard and has adopted it extensively, scant empirical evidence has been recorded on the subject. This paper contributes to a better understanding of the benefits for implementing the ISO 9001 certification and to the analysis of its application to the ever-important F&B industry in Greece, a country whose economy is particularly supported by SMEs and has been severely hit by the economic crisis. Researchers will therefore further their knowledge, understand benefits but also acknowledge weaknesses.

Several studies have analysed obstacles to ISO 9001 certification, however there remains a clear need for empirical research, particularly for small-to-medium enterprises (SMEs). This paper explore...

The beneficial properties of the flavanones hesperidin and naringin as feed additives in poultry have lately been under investigation. In broilers, both flavanones have been shown to exhibit antioxidant properties while their individual effects on fatty acid (FA) composition and the underlying molecular mechanisms of their activity have not been explored. Here, we studied their effects on broiler meats’ FA profiles and on the expression of genes related to lipid metabolism, antioxidant defense and anti-inflammatory function. The experimental design comprised six treatment groups of broilers, each supplemented from day 11 until slaughter at 42 days with hesperidin, naringin or vitamin E, as follows: the E1 group received 0.75 g of hesperidin per kg of feed, E2 received 1.5 g hesperidin/kg feed, N1 received 0.75 g naringin/kg feed, N2 received 1.5 g naringin/kg feed, vitamin E (VE) received 0.2 g a-tocopheryl acetate/kg feed, and the control group was not provided with a supplemented feed. The VE treatment group served as a positive control for antioxidant activity. An analysis of the FA profiles of the abdominal adipose tissue (fat pad), major pectoralis (breast) and biceps femoris (thigh) muscles showed that both hesperidin and naringin had significant effects on saturated FA (SFA), polyunsaturated FA (PUFA) and omega n-6 content. Both compounds reduced SFA and increased PUFA and n-6 content, as well as reducing the atherogenicity and thrombogenicity indices in the breast muscle and fat pad. The effects on the thigh muscle were limited. An analysis of gene expression in the liver revealed that naringin significantly increased peroxisome proliferator-activated receptor alpha (PPARα), Acyl-CoA oxidase 1 (ACOX1) and glutathione disulfide reductase (GSR) expression. In the breast muscle, both hesperidin and naringin increased fatty acid synthase (FASN) expression and hesperidin increased the expression of adiponectin. In brief, both hesperidin and naringin supplementation beneficially affected FA profiles in the breast meat and fat pad of broiler chicken. These effects could be attributed to an increase in FA β-oxidation since the increased expression of related genes (PPARα and ACOX1) was observed in the liver. Furthermore, the antioxidant activity of hesperidin and naringin previously observed in the meat of broilers could be attributed, at least partly, to the regulation of antioxidant defense genes, as evidenced by the increased GSR expression in response to naringin supplementation.

Total Quality Management (TQM) practices are well established in higher education. However, their application in primary and secondary schools is less well established. This study aimed to critically review and discuss different applications of TQM in primary and secondary schools by presenting critical perspectives from the literature. The study analysed and critically reviewed specific applications and the impact of their implementation. Thus, theoretical constructs and propositions were based on empirical evidence. The majority of schools used certain principles of TQM but did not follow a holistic approach. The adoption of TQM in schools improved learning outcomes, empowered personnel, and promoted a culture of continuous improvement. The obstacles encountered were mainly related to mentality or culture. However, the preliminary results are encouraging. This study contributes to increasing the understanding of TQM concepts in the education sector, and raises useful points for education stakeholders (including policymakers) aiming to improve education quality.

Purpose – The purpose of this paper is to examine the topic of sustainable construction and provide an adequate discussion of the current thinking. Achieving a balance between economic, social and ecological aims is a challenge. Managing and implementing sustainability requires the commitment of all stakeholders and new ways of working, thinking and learning. Design/methodology/approach – The methodology of this study consists of a literature review in the research field of sustainable construction and its associated impacts upon the climate, waste production and energy, materials and water usage. The aim is not to provide an in-depth, detailed analysis of specific processes and cases in the construction sector, but to present the need for rethinking sustainable construction in comprehensive terms. Findings – The paper provides insights about the importance of sustainable construction. It suggests that all stakeholders at all stages should commit to sustainability to enable change in perception to start with. Research limitations/implications – Further investigation on methods and techniques and interviews to construction companies will suggest a consistent framework for implementation “real-time”. Practical implications – The paper highlights the importance of a coordinated supply chain action in the construction sector and emphasizes the need for construction companies to train and invest in resource- efficient building methods and practices. This will manage the balance between stability and change. Originality/value – This paper demonstrates the need to study further how resources efficiency can be adopted in the construction sector to further enable sustainability.

PurposeThe aim of the present study is to contribute to the discussion introducing the concept of social capital as a significant parameter influencing students' perceptions concerning greening initiatives in HEIs.Design/methodology/approachA theoretical analysis is presented concerning the possible links of social capital components with students' perceptions on environmental management initiatives. Furthermore, the results of an empirical study are presented exploring these issues from the perspective of students, both through quantitative and qualitative social research methods.FindingsThe empirical study reveals that students' social capital is connected with their perceptions for the environmental management of the university.Social implicationsThe paper underlines the importance of examining and taking into consideration social factors prior to the implementation of environmental management initiatives in HEIs, in order to increase their effectiveness.Originality/valueThe paper is a first attempt to empirically explore the influence of students' social capital on their perceptions for environmental management initiatives in higher education institutions.

This paper puts forward a theoretical framework for regional classifications and rankings based on the development of environmental indices. This framework can be used to classify European Union countries according to the extent to which they are influenced by supply-side (producer) and demand-side (consumer) responses to their specific bundle of economic and environmental attributes. This kind of classification is useful because it provides information about the relative attractiveness to producers and consumers of the combination of economic and environmental attributes indigenous to each region. It, therefore, has implications for the design and focus of the regional and environmental policies of the European Union. The analysis identifies 4 groups of countries with similar characteristics (high productivity, low productivity, high amenity, low amenity) and the appropriate mix of environmental and regional policies for each one of them.

We utilized data from the National Maternal and Infant Health Survey (NMHIS) to analyze the risk of SIDS and other infant deaths among women who smoke during pregnancy adjusting for potentially modifiable risk factors such as secondhand smoke exposure and breastfeeding. The following variables were assessed with respect to risk for SIDS and other infant deaths: smoking exposure, level of education, infant and maternal age, infant and maternal birthweight, maternal BMI, gender, secondhand smoke exposure, breast feeding, prenatal vitamins, WIC, multiple gestation, sleep apnea monitor prescription, sleep apnea incidents and maternal alcohol use. Univariate analysis and multivariate logistic regression were performed to identify variables significantly associated with the odds of mortality from SIDS. Analysis utilized weighted estimates using SUDAAN 9.0.0 to adjust for design effects. A p-value

This paper aims to investigate an important aspect of quality management in education - teacher leadership styles - as practiced by Greek secondary education teachers. A survey questionnaire was used based on a model developed by Giannias and Sfakianaki in 2016, which progresses the research originally undertaken by Blake and Mouton. A sample of 138 teachers provided their perceptions on the leadership styles they adopt. The study integrates leadership and quality management theories and explores teacher leadership styles in the Greek secondary educational system. Teachers can use their personal results for self-assessment and reflection as part of the total quality management process.

Amenities are goods and services that make certain locations attractive for living and working. Quality of life on the other hand can be perceived as an expression of well-being and its importance is demonstrated by a number of publications that have been developed and rank quality of life across cities and states based on their observable characteristics. Amenities’ assessments are employed in order to produce an index to rate quality of life. It is increasingly accepted that well- being cannot be entirely based on measures of income, wealth and consumption. Other indicators more qualitative (i.e. environment) should be considered. In the broader context, quality of life measures traditional economic goods such as food and accomodation but also more qualitative factors such as environmental and social (i.e. fresh air, low criminality). Environmental factors located in a given place can be considered as part of the wealth of the region in which they are located. A classification of the effects of environmental quality on consumers’ utility and producers’ costs that is based on housing prices and income differentials is useful because it provides information about the relative attractiveness to them of the total bundle of environmental and other attributes indigenous to each region. A theory is presented for this kind of analysis and classifications producing a qualitative evaluation of cities. The methodology used a number of Canadidan cities as a case study. An amenity-productivity classification was produced and cities were eventually classified as Low/High Amenity and Low/High Productivity providing useful information as to their relative attractiveness to firms and households.

This paper aims to present the selection process of school heads in primary and secondary education in Greece for the period of 2011-2015 with reference to the law (3848/2010). In interviews with heads, their opinions and suggestions for improving the system were recorded. Seventy-eight people from almost all the Greek regional directorates took part in the research. Potential heads were evaluated on the basis of a number of criteria including an interview. The research drew some interesting comments. Almost all the participants agreed on the necessity for an interview in the evaluation of a candidate's personality, and if possible, for the candidate's psychological profile to be identified. Nevertheless, they expressed their concerns regarding the way in which interviews are currently conducted. Respondents also emphasised the importance of ongoing training for heads in educational organisation and administration as part of their continuous improvement process.

The concept of corporate social responsibility (CSR) and the provision of environmental and social performance information have gained momentum over the past decade. In this respect, the practice of organisational accountability has expanded to include aspects of non-financial nature and issues that can enhance the transparency of business activities and empower stakeholders' decision making. In this paper, we attempt to shed light on the status of CSR reporting of the building and construction industry. Focusing on the UK, we benchmark the CSR reports of building and construction firms against the de facto standard for non-financial reports: the global reporting initiative guidelines. Findings indicate that the CSR reporting practices of assessed UK building and construction firms are lacking in key respects, leave much to be desired and have plenty of room for improvement.

Do organizations certified under the Eco-Management and Audit Scheme (EMAS) effectively discharge their environmental accountability through their statements? Is the EMAS statement a step forward for the transparency of environmental management and the empowerment of organizational stakeholders' decision-making? Drawing from the Greek EMAS registry we apply an evaluation method for the completeness and materiality of environmental statements. While the latest version of the EMAS Regulation has introduced a set of forward-looking - yet challenging - improvements, the application of the standard should be closely examined. With this in mind, the key objective of this research note is to provide - from a descriptive standpoint - insights on the content of EMAS-based environmental accountability and a basis for future research as well as fruitful policy debate.

University rankings have a long history and have been based on a number of criteria, the most important of which is research output and quality. There is a lot of discussion on the controversy that surrounds all the methods developed and whether research should be the only factor to examine. The present paper presents a methodology for ranking universities based on research using as criterion the different academic positions in a university i.e. professors, assistant professors, and uses the Greek departments of economics as a case study. The results are evaluated in the context of each position but also on a departmental level (all academic positions) producing useful conclusions for the present and future status of the institutes. Decision-makers can use the results as guidance to assess their present status and to identify if and how they want to improve.

A large number of old and abandoned buildings are under restoration with a view to accommodate new functions, while some others have already been consolidated and reconstructed. The decision whether to interfere and to what extent to an existing building is a complex issue which should take into consideration the broad range of all sustainability concerns. This means that the decision should examine not only a number of environmental factors but also social and economic indicators as well as maintenance in terms of cost, time, quality and performance within an acceptable range. This paper explores the relationships between financial, environmental and social parameters associated with building adaptive reuse or demolition and reconstruction. A weighted decision support tool (WDST) has been developed and discussed in this context. This tool can assist in the transformation of the traditional empirical decision-making processes of building stakeholders, towards more sustainable, profitable and cultural respectful practices.

Different methodologies for the assessment of universities have been developed over the years using criteria such as research, teaching and social input, which have been an issue of controversy. University rankings have received a lot of criticism but are still very popular for a number of parties such as academics, students, parents, funders, employers and society. Greek universities have not been ranked, up to date. The present paper presents a methodology for ranking universities based on research and education and uses the Greek departments of economics as a case study. The results allow the interested party to judge the overall performance (research and education) of the department or the research/education performance accordingly depending on the party’s needs.

Placing a sanitary waste management landfill (SWML) has long been a controversial issue and often creates strong public reactions. It is clear that the spatial variability of components and impacts is inherently connected to the process of site selection. The present research initially aims to provide decision-makers with a spatial methodology for the early stages of planning when a number of alternative locations are considered. Geographical information systems (GIS) are being used which can serve as a platform providing to all parties involved in such a process with thematic maps excluding areas unsuitable for SWML. The methodology further assists the decision making at the later stages of planning, when the subjectivity of factors assigned by both planners and consultants is being tested. The methodology allows the sensitivity of the apparent 'best' option to the allocation of weightings to be explored criticising eventually the outcome of conducted studies. Although European legislations have been taken into consideration, the principal motivation of the present research is to examine how the proposed methodology relates to current Greek procedures for siting a SWM landfill. The application of the methodology is illustrated using a case study which is a SWM landfill in West Attica, Greece.

This paper describes a geographical information system (GIS)-based prediction and quantification framework for the environmental impact assessment (EIA) of road schemes. The key feature of the framework is that it accounts for the spatial variability of environmental components and potential impacts. Spatial impact functions, embedded within a GIS, have been developed for the prediction of road noise, air quality, visual impact and direct loss. A quantitative cumulative impact score is derived for each alternative option through the application of weightings to the predicted impacts, thus enabling alternatives to be compared rapidly and objectively. The framework incorporates a route optimisation tool based on Monte-Carlo simulation. The sensitivity of the apparent ‘best’ option to the allocation of impact weightings has been explored. The application of the framework is illustrated using two case studies—the A50 (A564) Doveridge Bypass and the A69 Haltwhistle Bypass. A discussion on the relevance of the methodology in the context of current UK procedures for road EIA is presented.