Over the past twenty years, service organizations have adopted total quality management to enhance their service quality, significantly impacting business performance, customer satisfaction, and profitability. This study delves into policy development of sustainable quality management theory, benefits, and various service components, while reviewing its implementation in services industries and policy innovation. The concept of Sustainable Quality Management 4.0 (SQM 4.0) integrates sustainable management, traditional quality management, and Quality 4.0 principles to optimize resources, reduce environmental impacts, and enhance decision-making through Industry 4.0, IoT, AI, and big data analytics. The findings offer valuable framework and policy insights for managers and practitioners on quality management and service systems, providing an implementation framework for Sustainable Quality Management in the service sector. The paper outlines comprehensive elements and strategies for implementation as a SQM framework for attaining sustainable quality management in the services industry.

This study aims to elucidate the impact of marketing investment dimensions (MTS, MTOE, ROMI) on profitability indicators (ROA, ROE, GPM, OPM) and sustainable growth indicators (SGR, ARG) for service companies. The study population consisted of 135 service companies listed on the Amman Stock Exchange. A purposive sample of 55 companies was selected from this population. Financial reports and statements from 2018–2022 for these companies were analyzed to achieve the study objectives, employing appropriate statistical methods like multiple regression to test hypotheses. Previous literature shows conflicting results regarding the relationship between marketing investment dimensions and profitability/sustainable growth. Some studies found positive impacts, while others did not. This study contributes to this debate by providing statistical evidence. The results show that higher MTS, MTOE, and ROMI have a positive impact on SGR, OPM and ROA but a negative impact on GPM, ARG, and ROE. This underscores that marketing investments should be viewed in conjunction with overall operating expenses. Companies that control other expenses and increase the marketing investment proportion of total operating expenses may achieve better financial performance. Marketing investment metrics can serve as useful diagnostics and measures of effectiveness for improving marketing profitability, financial performance, and growth. In summary, this study statistically demonstrates the nuanced impacts of marketing investments on service company profitability and sustainable growth indicators. The results emphasize analyzing marketing spends in context of broader expenses and overall company financial health.

Purpose: This research aims to examine the influence of intellectual capital disclosure and the geographical location of universities on the sustainability of higher education institutions in Southeast Asia. Design/methodology/approach: This research is quantitative and uses secondary data obtained through the annual reports of universities that have the Universitas Indonesia Green Metric Rank. This research uses two stages of data analysis techniques, namely the content analysis stage to determine the number of Intellectual Capital disclosures and the hypothesis testing stage. The analysis tool uses the SPSS version 23 application. The population of this research includes all universities in Southeast Asia that are included in the UI Greenmetric World University Rankings. The sampling technique used was purposive sampling technique, which resulted in 86 analysis units of higher education institutions in Southeast Asia. Findings: The research results prove that the geographical location of universities has a negative and significant influence on Universitas Indonesia Green Metric’s performance in Southeast Asia and human capital has a positive influence on UIGM’s performance in Southeast Asia. However, the structural capital and relational capital components do not affect the UIGM performance of universities in Southeast Asia. Originality/value: The originality of the research is the use of higher education sustainability variables with UIGM proxies and modified IC indicators for universities and geographical areas that have not been widely used to see whether there are fundamental differences in the disclosure of intellectual capital for higher education institutions in Southeast Asia.

This research explores the critical influence of corporate culture on small and medium-sized enterprises’ (SMEs) crisis response abilities under varied cross-cultural environments. Amid the disruptive backdrop of the COVID-19 pandemic, SMEs globally have faced unprecedented challenges. This study addresses a gap in the existing literature by conducting a cross-cultural analysis of SMEs in China, Thailand, and Germany to understand how corporate culture affects crisis management. Utilizing a competitive cultural value model, the research categorizes corporate culture into four dimensions: group culture, development culture, hierarchy culture, and rational culture. These cultural dimensions are investigated in relation to their impact on crisis response abilities. Additionally, national cultural dimensions such as individualism and uncertainty avoidance are examined as moderating variables. The findings reveal that group and development cultures positively influence crisis response abilities, enhancing organizational resilience and adaptability. Conversely, hierarchy culture negatively affects crisis management, hindering flexible response strategies. Rational culture supports structured crisis response through goal-oriented practices. National culture significantly moderates these relationships, with individualism and high uncertainty avoidance impacting the effectiveness of organizational cultural dimensions in crisis scenarios. This study offers theoretical advancements by integrating cultural dimensions with crisis response strategies and provides practical implications for SMEs striving to enhance their resilience and adaptability in a globalized business environment.

The carbon footprint, which measures greenhouse gas emissions, is a good environmental indicator for choosing the best sustainable mode of transportation. The available emission factors depend heavily on the calculation methodology and are hardly comparable. The minimum and maximum scenarios are one way of making the results comparable. The best sustainable passenger transport modes between Rijeka and Split were investigated and compared by calculating the minimum and maximum available emission factors. The study aims to select the best sustainable mode of transport on the chosen route and to support the decision-making process regarding the electrification of the Lika railroad, which partially connects the two cities. In the minimum scenario, ferry transport without vehicles was the best choice when the transportation time factor was not relevant, and electric rail transport when it was. In the maximum scenario, the electric train and the ferry with vehicles were equally good choices. Road transportation between cities was not competitive at all. The comparison of the carbon footprint based on minimum and maximum scenarios gives a clear insight into the ratio of greenhouse gas emissions from vehicles in passenger transport. It supports the electrification of the Lika railroad as the best sustainable transport solution on the route studied.

The study sheds light on how service quality aspects affect customer satisfaction in the Saudi banking sector’s particular socio-cultural setting. Thus, the study examines the role of service quality dimensions on customer satisfaction in the banking industry of Saudi Arabia. The study examined how reliability, assurance, empathy, tangibility, and responsiveness affect customer satisfaction in the Saudi Arabian banking market using 250 bank clients. 250 Saudi bank customers completed a standardised questionnaire. These were normal bank customers with proper bank accounts. IBM SPSS correlational and multiple regression analysis investigated variable connections. The study found a significant favourable influence of reliability on customer satisfaction. However, assurance was not significant. Empathy had a significant impact on customer satisfaction. Tangibility shown a significant impact on customer satisfaction. Responsiveness was not significant. The study emphasises on reliability, empathy, and physical service delivery to boost banking customer happiness. The study found 3 of 5 service quality factors to be significant predictors. Service empathy, tangibility, and reliability greatly impacted customer satisfaction. Managers in Saudi banking should prioritize reliability, empathy, and tangibility to boost customer satisfaction. To keep customers happy, managers should monitor these service quality dimensions and adjust strategies based on feedback. Technology can improve service quality by streamlining processes and personalizing experiences.