The Causal Relationship on Quality‐centered Organizational Culture and Its Impact on Service Failure and Service Recovery

Abstract

The purpose of TQM (Total Quality Management)‐centered organizational culture is to enhance the efficiency of business through the proper allocation and concentration of restricted resources. In order to maximize the corporate profitability through customer satisfaction, what kind of, when and how many resources should be allocated and managed to the preventive TQM activities and corrective TQM activities have become a very important decision making factors at the point of high management. This study aims to identify the causal relationships of quality‐centered organizational culture on service quality and customer satisfaction relating to service failure in food service industry. And this study is intended to discover the factors of quality‐centered organizational culture which impacts on service recovery justice after service failure happens, and it can be helpful for the top managers to make a decision to how to form corporate structural culture.

Citation

Bae Suk, J., Hwan Chung, S., Choi, K. and Park, J. (2009), "The Causal Relationship on Quality‐centered Organizational Culture and Its Impact on Service Failure and Service Recovery", Asian Journal on Quality, Vol. 10 No. 1, pp. 37-51. https://doi.org/10.1108/15982680980000626