Employee perceptions of quality: survey results

Abstract

Explores the perceptions of different dimensions of quality which employees at different levels in the organization have, and investigates how these perceptions can be aligned to increase firms’ competitive position. Uses a factor analytic approach. “Communication”, “managerial involvement”, “process improvement”, “reward and recognition” and “responsiveness to both external and internal customers’ demands” are found to be significant among the quality attributes. Indicates that considerable differences exist among the employees with regard to the question of what constitutes “quality”. Also, education and teams are found to be effective in aligning these differences.

Citation

Fatih Yavas, B. (1995), "Employee perceptions of quality: survey results", International Journal of Quality & Reliability Management, Vol. 12 No. 5, pp. 8-17. https://doi.org/10.1108/02656719510089966