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

Mahmoud M. Yasin (Department of Management and Marketing, College of Business, East Tennessee State University, Johnson City, Tennessee, USA)
Jafar Alavi (Department of Economics, Finance and Urban Studies, College of Business, East Tennessee State University, Johnson City, Tennessee, USA)
Murat Kunt (Department of Management and Marketing, College of Business, East Tennessee State University, Johnson City, Tennessee, USA)
Thomas W. Zimmerer (College of Business, Saint Leo University, Saint Leo, Florida, USA)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 October 2004

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.

Keywords

Citation

Yasin, M.M., Alavi, J., Kunt, M. and Zimmerer, T.W. (2004), "TQM practices in service organizations: an exploratory study into the implementation, outcome and effectiveness", Managing Service Quality: An International Journal, Vol. 14 No. 5, pp. 377-389. https://doi.org/10.1108/09604520410557985

Publisher

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Emerald Group Publishing Limited

Copyright © 2004, Emerald Group Publishing Limited