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- Publisher
- Emerald Publishing
- Copyright
- Copyright © 1998 MCB UP Ltd. All rights reserved.
- ISSN
- 0954-478X
- DOI
- 10.1108/09544789810222630
- Publisher site
- See Article on Publisher Site
Abstract
Research has proved that total quality management is crucial to the success of many organizations. This article points out that intensified competition and developments in a turbulent environment necessitate a shift in the quality mindset to also include providing delight to all stakeholders by offering them superior value and satisfaction beyond what is expected. Reasons for the paradigm shift are discussed, requirements for an orientation of stakeholder delight are highlighted and ways of delighting stakeholders are suggested.
Journal
The TQM Magazine – Emerald Publishing
Published: Aug 1, 1998
Keywords: Leadership; Stakeholders; TQM