TQM practices in service organizations: an exploratory study into the implementation, outcome and effectiveness

TQM practices in service organizations: an exploratory study into the implementation, outcome and... The literature clearly indicates that service organizations are lagging behind their manufacturing counterparts in terms of the effective deployment of total quality management (TQM) practices aimed at achieving operational and strategic objectives. The objective of this study is to shed some light on the current TQM practices of service organizations. In general, the results of this study appear to confirm the reported literature findings concerning outcomes and benefits of effective TQM implementation. More importantly, the results underscore the differences in TQM implementation practices and benefits due to some industry‐specific factors. The lack of commitment to TQM implementation on the part of high percentage of the surveyed service organizations in this study is alarming. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

TQM practices in service organizations: an exploratory study into the implementation, outcome and effectiveness

Loading next page...
 
/lp/emerald-publishing/tqm-practices-in-service-organizations-an-exploratory-study-into-the-JEtEU04bLs
Publisher
Emerald Publishing
Copyright
Copyright © 2004 Emerald Group Publishing Limited. All rights reserved.
ISSN
0960-4529
DOI
10.1108/09604520410557985
Publisher site
See Article on Publisher Site

Abstract

The literature clearly indicates that service organizations are lagging behind their manufacturing counterparts in terms of the effective deployment of total quality management (TQM) practices aimed at achieving operational and strategic objectives. The objective of this study is to shed some light on the current TQM practices of service organizations. In general, the results of this study appear to confirm the reported literature findings concerning outcomes and benefits of effective TQM implementation. More importantly, the results underscore the differences in TQM implementation practices and benefits due to some industry‐specific factors. The lack of commitment to TQM implementation on the part of high percentage of the surveyed service organizations in this study is alarming.

Journal

Managing Service QualityEmerald Publishing

Published: Oct 1, 2004

Keywords: Service industries; Total quality management; Organizational effectiveness

References

  • Facilitating implementation of total quality management through information technology
    Au, G.; Choi, I.
  • The TQM paradox: relations among TQM practices, plant performance and customer satisfaction
    Choi, T.Y.; Eboch, K.
  • The impact of quality management practices on performance and competitive advantage
    Flynn, B.B.; Schroeder, R.G.; Sakakibara, S.
  • TQM impact on quality conformances and customer satisfaction: a causal model
    Forza, C.; Flipini, R.
  • TQM and Innovation: a literature review and research framework
    Prajogo, D.I.; Sohal, A.S.

You’re reading a free preview. Subscribe to read the entire article.


DeepDyve is your
personal research library

It’s your single place to instantly
discover and read the research
that matters to you.

Enjoy affordable access to
over 18 million articles from more than
15,000 peer-reviewed journals.

All for just $49/month

Explore the DeepDyve Library

Search

Query the DeepDyve database, plus search all of PubMed and Google Scholar seamlessly

Organize

Save any article or search result from DeepDyve, PubMed, and Google Scholar... all in one place.

Access

Get unlimited, online access to over 18 million full-text articles from more than 15,000 scientific journals.

Your journals are on DeepDyve

Read from thousands of the leading scholarly journals from SpringerNature, Wiley-Blackwell, Oxford University Press and more.

All the latest content is available, no embargo periods.

See the journals in your area

DeepDyve

Freelancer

DeepDyve

Pro

Price

FREE

$49/month
$360/year

Save searches from
Google Scholar,
PubMed

Create folders to
organize your research

Export folders, citations

Read DeepDyve articles

Abstract access only

Unlimited access to over
18 million full-text articles

Print

20 pages / month

PDF Discount

20% off