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Attitudes of middle managers to quality‐based organisational change

Douglas Davis (Douglas Davis is a Senior Lecturer, in the School of Management, University of Technology, Sydney, Australia.)
Thomas Fisher (Thomas Fisher is an Honorary Associate in the School of Management, University of Technology, Sydney, Australia.)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 December 2002

1966

Abstract

The paper explores some factors that may lead to middle managers in organisations holding differing views on their quality programs. In particular, it considers the possibility that differing views are related to job role. The data are from research into the beliefs and attitudes of middle managers towards quality programs in 21 Australian organisations. Findings suggest that quality specialists have more positive views of their companies’ quality programs than other job groups. There was no evidence to suggest that those in operations‐type roles have more positive views about their quality programs than those in non‐operational roles, even though the history of quality development suggests otherwise.

Keywords

Citation

Davis, D. and Fisher, T. (2002), "Attitudes of middle managers to quality‐based organisational change", Managing Service Quality: An International Journal, Vol. 12 No. 6, pp. 405-413. https://doi.org/10.1108/09604520210451885

Publisher

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MCB UP Ltd

Copyright © 2002, MCB UP Limited

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