Service quality is crucial to consumer loyalty. However, it is challenging to understand and meet customer expectations effectively. Translating customer feedback into actionable insights in the service industry poses difficulties, particularly without a systematic approach that balances customer requirements with business constraints and strategic objectives. This study proposes an approach that integrates customer perspectives into multi-criteria decision models by utilizing the fuzzy Kano model to capture service perceptions and minimize response uncertainty. It also uses 5W2H and PROMETHEE II to formulate service improvement actions and establish prioritizations, providing a structured framework for managerial implementation. When implemented in the food truck sector, this framework proves effective in addressing unique challenges, enhancing service quality, boosting customer satisfaction, and fostering loyalty. This study offers a valuable contribution to management by presenting a replicable model that aids managers in making strategic decisions, aligning customer perspectives with management efforts, and providing insights for continuously improving initiatives within the food service industry.

Quality control circles (QCCs) are a proven method for fostering continuous improvement through employee involvement. However, the implementation process and organizational impact of QCCs in the food industry remain underexplored. This case study evaluates the implementation of QCCs by examining the benefits and challenges perceived by employees and managers, assessing QCC alignment with ISO standards, and providing actionable recommendations to optimize QCC implementation. Using a mixed-methods approach, the employee findings indicate that QCCs promote continuous improvement, enhance productivity, foster a positive culture of quality, and strengthen engagement and responsibility for product and process quality. Employees felt that their ideas were valued and that they received constructive feedback from leadership. However, they also identified challenges related to training and resource availability. From a managerial perspective, the ISO diagnostic tool revealed a 78.28% compliance rate with the QCC program planning, quality procedures, action plans, quality management system alignment, and documentation. Non-conformities included insufficient monitoring solutions, absence of effectiveness indicators, lack of risk assessments, and insufficient resources. Although managers acknowledged benefits such as improved engagement and communication, challenges such as limited human resources, high demand, and resistance to change were also noted. This paper concludes with recommendations for enhancing future QCC cycles and for creating a structured implementation process.

Leadership in an organizational environment is responsible for enabling team members to achieve their daily objectives. Leadership has evolved continuously over time, demonstrating flexibility as a core aspect of its essence. In an organizational setting, the feedback between leaders and led has great significance, particularly for teams with shared goals. This study aims to analyze the leader’s behavior using the Johari Window tool from the subordinates’ perspective in a food company, providing feedback on the leader’s behavior to foster a more harmonious relationship. This study adopts an applied methodology with a descriptive objective and qualitative approach, utilizing the Johari Window framework to conduct a case study. Data collection involved administering questionnaires to gather insights into the behavior of both the sector leader and those being led. The results indicate that 60% of employees have different perceptions from the sector manager, concentrated in the “Blind” area, suggesting infrequent feedback exchanges. This could occur in situations in which behaviors are visible to others, but unnoticed by the leader. Therefore, communication is a critical element in the management of an organization. When practiced clearly and objectively, managers can follow paths that lead to effective and efficient decision-making.

Purpose: Food trucks are a global entrepreneurial phenomenon; however, their adoption in developing countries remains underexplored. This study explores food truck quality attributes and their impact on customer satisfaction in a cross-cultural context from the perspectives of customers and entrepreneurs.Design/methodology/approach: This research presents two independent studies from distinct perspectives. Study 1 assessed customers’ perceptions of food truck quality in the metropolises of Recife, Brazil (n = 176) and La Paz, Bolivia (n = 137), using a quantitative Kano model approach. Study 2 explored entrepreneurs’ perceptions using qualitative thematic analysis to gain an in-depth understanding of food truck development. A comprehensive analysis converged to provide insights into the factors affecting customer satisfaction and dissatisfaction.Findings: Quantitative Kano analysis revealed that the quality attributes that influence customer satisfaction with food truck services vary across contexts. However, consistent customer concerns regarding food safety and service reliability have been identified as key drivers of dissatisfaction. Qualitative thematic analysis demonstrated that entrepreneurs adopt diverse strategies for customer satisfaction and retention, tailoring their approaches to the specific contexts of their target markets. Although the food truck segment evolved differently in the two countries, a partial alignment was found between entrepreneurs’ and customers’ views.Originality/value: This study examines food truck services by exploring the drivers of customer satisfaction, dissatisfaction and entrepreneurial strategies in a cross-cultural context. By analyzing both customer and entrepreneur perspectives, this study offers an in-depth understanding of the food truck phenomenon in emerging markets, addressing regional variations and management challenges to enhance customer satisfaction and loyalty.

A pandemia da COVID-19 impulsionou as compras online, exigindo que organizações aprimorem a qualidade do serviço de seus sites. Diante da falta de conhecimento prévio sobre os fatores que satisfazem os consumidores, esta pesquisa realiza uma revisão sistemática para identificar dimensões e atributos críticos que influenciam a qualidade do serviço do site e a satisfação do consumidor em um contexto pós-pandemia. Utilizando a Teoria da Abordagem Meta-Analítica Consolidada (TEMAC), a revisão segue três fases estruturadas: preparação da pesquisa, apresentação e inter-relação dos dados, e detalhamento e integração do modelo. Essa metodologia aplica princípios bibliométricos para sintetizar os achados de 88 artigos selecionados. A análise identifica onze dimensões essenciais da qualidade do serviço do site: facilidade de uso, design/aspecto do site, pesquisa online, segurança/privacidade, personalização, eficiência, disponibilidade do sistema, confiabilidade, qualidade das informações, capacidade de resposta/garantia/confiança e entrega/cumprimento. Os resultados oferecem insights valiosos para organizações que buscam melhorar seus serviços online. Ao priorizar essas dimensões, empresas podem formular estratégias para aumentar a satisfação do consumidor, fortalecer a confiança e proporcionar uma experiência superior de compras online. Este estudo contribui para a literatura ao apresentar uma estrutura abrangente sobre qualidade do serviço do site, com implicações acadêmicas e práticas.