Citation
(2001), "A holistic model for total quality service", Measuring Business Excellence, Vol. 5 No. 4. https://doi.org/10.1108/mbe.2001.26705daf.002
Publisher
:Emerald Group Publishing Limited
Copyright © 2001, MCB UP Limited
A holistic model for total quality service
A holistic model for total quality service
G.S. Sureshchandar, C. Rajendran and R.N. Anantharaman,International Journal of Service Industry Management,(UK),Vol. 12 No. 4, 2001
Challenges the deficiencies of TQM in the context of the service environment by proposing a holistic model for total quality service. Identifies 12 critical dimensions of quality management from the service perspective. Develops a survey instrument consisting of 126 items spread over the 12 service quality dimensions; refines and validates this scale using data derived from a survey of executives within India's banking sector. Proposes and tests the validity of the hypothesis that total quality service is a 12-dimension structure consisting of the dimensions identified. Presents a descriptive model for total quality service; depicts top management commitment as the key impetus for total quality service which, in turn, drives the organizational system (comprising human resources management, service culture, etc.) and ultimately fulfils the service quality goals (i.e. employee satisfaction and customer focus). Considers the implications and limitations of this research.
Quality focus says: A theoretical article – very strong on both research and practical implications.