Yannis Politis's research while affiliated with Hellenic Open University and other places

Publications (18)

Article
Full-text available
The concept of sustainability has gained importance over the last years and organizations worldwide are trying to adapt their strategies and their economic, environmental, and social goals in order to achieve what is called corporate sustainability. Despite its importance to organizations, there is no universally accepted approach for implementing...
Chapter
Customer satisfaction can be perceived as a multicriteria evaluation problem, where the overall satisfaction with the provided service/product depends on a set of satisfaction criteria. The main aim of the chapter is to present an overview of multiple criteria approaches for customer satisfaction measurement and analysis. In this context, the MUSA...
Article
Purpose All food safety management standards require effective control measures of food safety hazards in order to ensure that food is safe at the time of human consumption. Furthermore, ISO 22000:2005 requires a logical approach to be carried out for the selection and categorization of the control measures according to the level of effect on iden...
Article
Purpose – The purpose of this paper is to implement a multi-criteria preference disaggregation approach to measure logistics service quality (LSQ) of manufacturing companies’ supply chains. Design/methodology/approach – A total 216 Greek manufacturing companies took part in a survey with the use of a dedicated questionnaire. They were asked to ass...
Article
Full-text available
The article presents a Business Excellence Model development guide with specific reference to the hospitality industry. It demonstrates the application of the proposed methodology in selected Greek luxury hotels. Results draw from a two-stage survey, which encompassed a large number of Greek luxury hotels in cooperation with hotel managers. The fir...
Article
The multicriteria method MUSABE (MUlticriteria Self Assessment for Business Excellence) to measure and analyse an organisation's performance is presented in this paper. The MUSABE method is based on the principles of Multicriteria Analysis and assumes that the performance of an organisation on a set of discrete criteria, representing the effectiven...
Article
The Common Assessment Framework (CAF) is an easy-to-use tool to assist public-sector organizations across Europe in using quality management techniques to improve performance. It is a result of co-operation among the EU Ministers responsible for Public Administration. The CAF provides a self-assessment framework which is conceptually similar to the...
Article
Full-text available
The assessment of website quality is considered as a problem of measuring user satisfaction, in order to analyse user perceptions and preferences. The presented pilot user satisfaction survey concerns the major cellular phone service providers in Greece. The analysis is based on a multicriteria preference disaggregation approach for satisfaction be...
Article
Institutional evaluation represents one of the most modern and interesting issues of Higher Education Systems. It concerns an interactive and continuous process whose main purpose is the assessment of educational quality and the improvement of the Institutions’ internal organisation. This paper presents an original study dealing with the evaluation...
Article
Banking services constitute a highly competitive market and indicate a representative example of customer–oriented organizations. For this reason, customer satisfaction is of vital importance, offering a quantitative measure for current and future performance of these organizations. On the other hand, classifying customers according to their satisf...
Article
Customer satisfaction represents a modern approach for quality in enterprises and organisations and serves the development of a truly customer-focused management and culture. Measuring customer satisfaction offers an immediate, meaningful and objective feedback about clients’ preferences and expectations. In this way, company’s performance may be e...
Article
Institutional evaluation represents one of the most modern and interesting issues of Higher Education Systems. It concerns an interactive and continuous process whose main purpose is the assessment of educational quality and the improvement of the Institutions’ internal organisation. This paper presents an original study dealing with the evaluation...

Citations

... Satisfied patients are patients 453 whose overall satisfaction score is above the neutral level; likewise, 454 dissatisfied patients exhibit an overall satisfaction score below that 455 level. 456 Kano's model categorizes requirements according to two di-457 mensions of quality: satisfaction and requirement fulfilment [52] . 458 In general, these two dimensions do not change linearly, rather 459 there is an asymmetric non-linear relationship between them [9] . ...
... They can be used to make corrections and streamline processes carried out. The most popular method in literature is SERVQUAL [4][5][6] or six sigma tools [7]. In many analyses, customer satisfaction is defined as a quantitative variable, most often expressed as a percentage [8,9]. ...
... Chen et al. [46] consider that ISO 22000 offers a variety of potential benefits to verification organizations, including: The optimal allocation of resources within food chain organizations; the effective communication of relevant legal requirements between suppliers, customers, supervisory authorities, and other relevant institutions; a focus on prerequisite programs (PRPs), conditions, and health measures, and the planning of preventive measures to eliminate any possible failures; better documentation; and creating and building trust. In turn, Politis et al. [47] note that carrying out monitoring and control in the supply chain is a complicated issue and even the implementation of the ISO 22000 standard cannot guarantee that every organization will perform these activities correctly. There are also opinions that the ISO 22000 standard does not fully take into account the complexity of food supply chains and its implementation may not necessarily have positive effects [16]. ...
... Following either an internal approach, in which LSPs construct attributes for assessing their services, or a more objective approach, in which customers' perceptions are compared with their expectations (Thai, 2013), many scientific studies have been conducted in order to develop LSQ scales (Bienstock et al., 1997(Bienstock et al., , 2008Politis et al., 2014), to describe the relationship between LSQ and customer satisfaction (Mentzer et al., 2001, Kilibarda et al., 2016Sohn et al., 2017), or to address a particular context and perspective concerning LSQ (Thongkruer and Wanarat, 2021;De and Singh, 2021). In the conceptual framework, five items are used to define LSQ. ...
... This cluster of articles provides a theoretical foundation of measuring the organisational performance in the context of business excellence (Kanji & Wong, 1999;Politis & Siskos, 2010;Sampaio, Saraiva, & Monteiro, 2012). The unprecedented work of Kanji in developing the field of OBE much aligned within the description of both conventional and innovative approaches of achieving and measuring the business excellence performance (Hsu, 2007;Kanji, 2008b;Kanji & Wallace, 2000). ...
... Scholars nevertheless agree on the usefulness of the business idea concept for companies and management studies (Zott et al., 2011). We can also observe that the service industries are considerably more complex than other sectors, and it is hard to envision what business model should be used in the competition arena (Litos et al., 2011). ...
... This proposition has been tested in this research and there is strong logic based on statistical results that emotional intelligence mediated this relationship in the banking sector. Paradigm shift in economic activities pursuing a customer oriented theory has greatly affected the banking sector like many other business sectors (Grigoroudis, Politis, &Siskos, 2002). ...
... In this study the MUSA method was mainly used to process survey data, while the satisfaction or non-satisfaction expressed by citizens was used to classify the quality characteristics according to the Kano's model. The principles and the mathematical development of the MUSA method may be found in Siskos et al. (1998) and Siskos (2002, 2010), while several applications of the method in different domains are given in Siskos, et al. (1998), Grigoroudis, et al. (1999a, 1999b, Michelis, et al. (2001) and Siskos, et al. (2001aSiskos, et al. ( , 2001b. ...
... We can see some studies in the literature on the systematic measurement and monitoring the level of achieving program outcomes of engineering programs. For example, Politis and Siskos (2004) proposed an institutional evaluation system based on the principles of multi-criteria decision making (MCDM) analysis for the Production Engineering and Management department of the Technical University of Crete in 2004 (Politis & Siskos, 2004). Abu-Jdayil and Al-Attar (2010) proposed a curriculum assessment system using indirect and direct tools for ABET accreditation in the Chemical Engineering program. ...
... Net benefit may be difficult to assess and explain but contextual definition helps to provide tangibility. User satisfaction is understood to be the perceived difference in the expectations and the actual performance of the information system (Grigoroudis et al. 2008). In a study of IS effectiveness for e-filing of taxes, satisfaction of users were found to be essential (Chen 2010;Kar 2020;Kushwaha et al 2021). ...