TQM practices in service organizations: an exploratory study into the implementation, outcome and effectiveness
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 October 2004
Issue 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
:Emerald Group Publishing Limited
Copyright © 2004, Emerald Group Publishing Limited