The TQM Journal
Issue(s) available: 76 – From Volume: 20 Issue: 1, to Volume: 32 Issue: 4
Category:
Managing Quality
Volume 32
Volume 31
Volume 30
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Issue 6 2018
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Issue 4 2018 Kaizen: An Ancient Operational Innovation Strategy for Organizations Of The XXI Century
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Issue 3 2018
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Issue 2 2018
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Issue 1 2018
Volume 29
Volume 28
Volume 27
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Issue 5 2015
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Issue 2 2015 Selected papers from the 18th International Conference on ISO & TQM and the 17th Toulon-Verona Conference
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Issue 1 2015
Volume 26
Volume 25
Volume 24
Volume 23
Volume 22
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Issue 5 2010
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Issue 3 2010 Selected papers from the International Conference on Quality and Service Sciences, Verona, 2009 a combined conference of the yearly QMOD and ToulonVerona Conferences
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Issue 2 2010
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Issue 1 2010
Volume 21
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Issue 6 2009
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Issue 5 2009
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Issue 3 2009
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Issue 2 2009 Attaining sustainability from organisational excellence to sustainable excellence for people, planet and profitability
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Issue 1 2009
Volume 20
Implementing supplier management strategies for supply chain sustainability risks in multinational companies
Uta Juettner, Katharina Windler, André Podleisek, Maya Gander, Sandrina MeldauIn a time where stakeholders increasingly demand social, environmental, and economic sustainability, mismanaging suppliers can impose substantial sustainability risks for…
The role of the museumscape on positive word of mouth: examining Italian museums
Emanuela Conti, Massimiliano Vesci, Paola Castellani, Chiara RossatoThis study aims to develop an all-encompassing model to analyse various aspects of atmospherics, including components of the museum space and its physical surroundings…
Autobiographical internal dialogue on TQM
Oluwayomi Kayode BabatundeTo present the internal dialogue of a TQM practitioner using the conceptual lens of reflective practice.
The Six Sigma framework improves the awareness and management of supply-chain risk
Roy Andersson, Yinef Pardillo-BaezModern supply chains are at risk as a result of increasing disturbance. The use of Lean and Six Sigma’'s values, methods and tools can be one option to analyze, prevent…
What determinants influence the diffusion of ISO 9001 by countries?
Olga Rodriguez-Arnaldo, Angel R. Martínez-LorenteThis study has the main aim of analyzing the influence of six factors on ISO 9001 implementation: Economic Development, Exporting to Europe, Reputation, Competitiveness…
Measuring the influence of hospitality organizational climate on employee turnover tendency
Amit DattaThis study aims to identify the underlying dimensions of hospitality organizational climate and then measure the influence of it on employee turnover tendency.
Service quality of student services and student satisfaction: the mediating effect of cross-functional collaboration
Anwar Khamis Alsheyadi, Jawaher AlbalushiThe purpose of this paper is twofold: first, to examine the interaction of tangibles, reliability, assurance, responsiveness and empathy dimensions of the service quality…
Industry practices on the rework of defective products: survey results
João Cláudio Soares, Sérgio Sousa, Anabela TeresoThe general objective of this research was to identify the practices of the mass production industries, on the decisions related to the detection of defective products and…
Development of the critical success decision criteria for an equitable order sharing in an extended enterprise
Ismail W.R. Taifa, Steve G. Hayes, Iain Duncan StalkerThis study identifies and ranks the appropriate critical success decision criteria (CSDC) for the bulk order distribution (sharing) amongst multiple manufacturers…
Transformational leadership as a factor that decreases turnover intention: a mediation of work stress and organizational citizenship behavior
Vinno Petrus ManoppoThe purpose of this research is to examining the effect of transformational leadership on work stress, organizational citizenship behavior (OCB) and turnover intention…
Effects of Dubai quality award on organisational performance in the United Arab Emirates
Shatha Hawarna, Aahad Osman Gani, Rafikul IslamDubai Quality Award (DQA) is one of the quality awards that has been implemented in the United Arab Emirates (UAE) for the purpose of improving organisational performance…
‘Manufacturing is coming home’: does reshoring improve perceived product quality?
Fabio CassiaRecently, many firms have reshored manufacturing activities back to their home countries to increase customer perceptions of product quality. However, there is no evidence…
Lean Six Sigma implementation and sustainability roadmap for reducing medication errors in hospitals
Yaifa Trakulsunti, Jiju Antony, Jacqueline Ann DouglasThe purpose of this study is to propose a Lean Six Sigma (LSS) roadmap to guide healthcare practitioners in the implementation of LSS along with a customized LSS tool kit…
An actor–network theory perspective for “Lean” interventions in manufacturing firms
Salam Abdallah, Mohsin Malik, Uzma ChaudhryThis paper tracks the network of actors participating in the initial implementation of a “Lean management” system, in order to identify associations between human and…
The effect of experience quality on customer perceived value and customer satisfaction and its impact on customer loyalty
Andriani Kusumawati, Karisma Sri RahayuTo test the effect of experience quality on customer perceived value and customer satisfaction and its impact on customer loyalty to the visitors of natural nuanced…
A systems theory for lean describing natural connections in an XPS
Christer Osterman, Anders FundinMany organizations report difficulties in integrating lean. A possible cause could be that methods and tools do not support each other. The purpose of this research is…
Quality and innovation as drivers for manufacturing competitiveness of automotive parts suppliers
Luz María Valdez-de la Rosa, Luis Alberto Villarreal-Villarreal, Gustavo Alarcón-MartínezThe purpose of this paper is to identify the causal relationship between the independent variables such as process quality and product innovation in regard to the…
Mitigating counterfeit risk in the supply chain: an empirical study
John F. Kros, Mauro Falasca, Scott Dellana, William J. RoweThe purpose of this paper is to adopt a contingency theory from a quality perspective to develop a model for assessing the impact of counterfeit prevention efforts on…
Factors influencing successful hazard analysis and critical control point (HACCP) implementation in hypermarket stores
Shih-Chi Kuo, Hsin-I HsiaoIn Taiwan, hypermarket stores should implement hazard analysis and critical control point (HACCP) according to regulations. The aim of this study was to investigate key…
Development of an integrated framework of LGSS strategies for Indian manufacturing firms to improve business performance: an empirical study
Lokpriya Gaikwad, Vivek SunnapwarThis article aims to explore synergies between Lean, Green and Six Sigma practices in order to propose an integrated LGSS framework for continuous and incremental…
Reporting misdemeanors in the workplace: analysing enablers using modified TISM approach
Smita Gupta, Kanika T. BhalIn the scope of the immense growth of corporate frauds and scandals, reporting unethical practices could be considered as an important mechanism to control them and…
What enables doctoral degree holders to get a job? A journey through doctoral students' satisfaction with educational services
Mauro Cavallone, Rosalba Manna, Rocco PalumboDoctoral degrees are generally the highest level of education provided by educational institutions in Western countries. Nevertheless, doctoral degree holders – i.e…
Improving customer satisfaction and loyalty through mHealth service digitalization: New challenges for Italian pharmacists
Nicola Cobelli, Andrea ChiariniThe main purpose of this exploratory study is to investigate the attitude of pharmacists, as small- and medium-sized enterprise (SME) owners, toward new technologies, and…
Extrovert integrated management systems
Maria Gianni, Katerina GotzamaniThe purpose of this research is twofold; firstly, to propose and test a measuring instrument for the efficient and effective integration of management systems (MSs)…
The mediating role of visitor satisfaction in the relationship between museum experience and word of mouth: evidence from Italy
Massimiliano Vesci, Emanuela Conti, Chiara Rossato, Paola CastellaniThis paper aims to analyse the quality of experience in the Italian art museum context and to understand the mediating role of satisfaction between museum experiences and…
Establishing link between quality management and supply chain risk management: A fuzzy AHP approach
Kunal GangulyThe purpose of this paper is to present a comprehensive framework for quality-related performance measures linked to supply chain risk (SCR) by analyzing and framing them…
The role of risk management in buyer-supplier relationships with a preferred customer status for total quality management
Roberta Pellegrino, Nicola Costantino, Danilo TauroThis paper provides a comprehensive risk management framework for buyer-supplier relationships where the buyer has the status of a preferred customer with the supplier.
Design of experiments in the service industry: a critical literature review and future research directions
Jiju Antony, Elisabeth Viles, Alexandre Fonseca Torres, Taynara Incerti de Paula, Marcelo Machado Fernandes, Elizabeth A. CudneyThe purpose of the article is to present the results of a critical literature review (CLR) on Design of experiments (DoE) in the service industry.
Learning by doing: an undergraduate lean A3 project in a Kuwaiti bank
Mohamad AlnajemThis case study shows how methods of lean philosophy can be successfully taught to undergraduate students and applied to improving a real-world loan process. Students were…
Insights into the reasons behind the limited implementation of ISO 9001 certification: empirical evidence from Yemen
Ammar Mohamed Aamer, Mohammed Ali Al-Awlaqi, Nabeel MandahawiWhile ISO 9001 standard certification is approaching saturation in developed countries, other nations are still struggling with the implementation of ISO 9001. This study…
Mitigating manifest supply chain disruptions
Jason M. Riley, Richard Klein, Janis Miller, V. SridharanThe purpose of this paper is to understand if organizations can leverage recovery/continuous improvement (RCI) capabilities and two competencies to mitigate manifest…
Product value analysis: a developed cost–benefit analysis ratio based on the Kano and PAF models
Nassibeh Janatyan, Arash ShahinIn this study, an integrative approach of customer satisfaction and cost of quality has been proposed for the value analysis of products based on a cost–benefit ratio.
The relationship between soft and hard quality management practices, innovation and organizational performance in higher education
Mauro Sciarelli, Mohamed Hani Gheith, Mario TaniThis study aims to empirically investigate the effects of both soft and hard quality management (QM) on innovation and organizational performance. It also examines the…
Social media usage in Indian beauty and wellness industry: a qualitative study
Kulvinder Kaur, Pawan KumarAdvancement in technology has increased the use of social media among Internet users. People are on social media all day and brands cannot miss this opportunity to turn…
TQM's presence within legal systems: example of impact on Australian higher education
Fernando F. Padró, Karen Trimmer, Heejin Chang, Jonathan H. GreenThe purpose of this study is to investigate the extent to which TQM has influenced the legal system in Australia, an area seldom investigated in the quality or legal literature.
Development of a roadmap for Lean Six Sigma implementation and sustainability in a Scottish packing company
Verónica Flor Vallejo, Jiju Antony, Jacqueline Ann Douglas, Paul Alexander, Michael SonyLean Six Sigma (LSS) is a continuous improvement methodology that has been adopted by several companies as a strategy to increase their competitive advantage. However, due…
Innovation diffusion in tourism: how information about blockchain is exchanged and characterized on twitter
Francesco Bolici, Chiara Acciarini, Lucia Marchegiani, Luca PiroloTechnological innovations provide huge opportunities to expand and revolutionize the scope of products and services offered. This is particularly true for tourism, which…
Examining the relationships between innovation, quality, productivity, and customer satisfaction in pure service companies
Dongjun Rew, Joo Jung, Steve LovettThis study investigates the relationships between innovation, quality, productivity and customer satisfaction in pure service companies. Previous studies have shown a…
The moderating role of transport chain location in cargo theft risk
Daniel Ekwall, Björn LantzThe purpose of this paper is to explore cargo theft risk and security for different product types at different locations along a transport chain.
Finding a way towards high-quality, accessible tourism: the role of digital ecosystems
Fabio Cassia, Paola Castellani, Chiara Rossato, Claudio BaccaraniDespite a growing interest in accessible tourism, delivering high-quality tourism experiences to people with disabilities (PwD) remains a major challenge. Beyond a number…
The problem of fear in TQM – causes, consequences and reduction methods – a literature review
Marek BugdolThe primary objective of the paper is to present the role and meaning of fear in organizations implementing TQM. The author's intention is to identify the causes of fear…
Continuous improvement framework to develop cultural change: case study, capital goods company
Gorka Unzueta, Aritz Esnaola, Jose Alberto EgurenIn this study, a frame of reference was developed to adapt and execute a continuous improvement process (CIP) for reinforcing a continuous improvement (CI) culture in an…
Future research avenues of cost of quality: A systematic literature review
Christina Dimitrantzou, Evangelos Psomas, Fotios VouzasThe purpose of this paper is to identify the future research suggestions which have been made by several authors with regard to cost of quality (CoQ) and to group them…
Mobile chat servitization in the customer journey: from social capability to social suitability
Letizia Lo Presti, Giulio Maggiore, Vittoria MarinoMobile instant messaging (MIM) is changing how we communicate with customers transforming what we used to buy as products into services. Servitization is the strategy by…
Dimensions and triggers of memorable tourism experiences: evidence from Italian social enterprises
Paola Castellani, Angelo Bonfanti, Rossella Canestrino, Pierpaolo MaglioccaThis paper explores the dimensions and triggers of memorable tourism experiences (MTEs) from the service provider perspective. Specifically, it focuses on MTEs offered by…
Adopting Six Sigma DMAIC for environmental considerations in process industry environment
Anupama PrasharThe aim of the study is to develop and apply a continuous improvement (CI) framework by introducing environmental considerations into the Six Sigma DMAIC…
A thorough Six Sigma DMAIC application for household appliance manufacturing systems: Oven door-panel alignment case
Meryem Uluskan, Ezgi Pınar OdaThe purpose of this study is to analyze door-panel alignment defects seen in built-in ovens manufactured in one household appliances company's plant. Alignment defects in…
Examining the relationship between soft total quality management (TQM) aspects and employees' job satisfaction in “ISO 9001” Sudanese oil companies
Abuaraki Osman Ahmed, Abdalla Abdelrahim IdrisSoft total quality management (TQM) aspects are the facets of TQM that mainly concern with the management of human resource in a way to achieve the results of employees'…
The contribution of preoccupation with failure to TQM, crisis management and HR aiming to overcome crises
Christina Nizamidou, Fotios VouzasThe purpose of this paper is binary. At first, it explores the contribution of preoccupation with failure to total quality management (TQM) and crisis management (CM)…
Logistics service quality and customer satisfaction in B2B relationships: a qualitative comparative analysis approach
Barbara Gaudenzi, Ilenia Confente, Ivan RussoThis study aims to investigate the logistics service quality (LSQ) from a supply chain quality perspective. The purpose is twofold: (1) to investigate how business…
COVID-19 outbreak: implications on healthcare operations
Higor Leite, Claire Lindsay, Maneesh KumarThe COVID-19 pandemic is considered a major disruptive event of this decade, raising unforeseen socio-economic implications worldwide. This novel virus has increased the…
Understanding the relationship of self-service technology quality with user adoption using SSTQUAL
Manimay GhoshThe study aimed to examine the antecedents to self-service technology (SST) adoption behavior and the relationships between the constructs using empirical research.
Using Lean Six Sigma implied assumptions
Victor E. KaneThe intent of this work is to state the implied assumptions that define the setting for using a Lean Six Sigma (LSS) business strategy to conduct successful improvement projects.
An empirical longitudinal study of adoption of lean management in India
Jayaraman RajagopalanTo identify the factors that need to be addressed by Indian industry to steeply ramp up its production and productivity in the coming years, so as to achieve the goal of…
Customer-perceived quality, innovation and tradition: some empirical evidence
Angela Dettori, Michela Floris, Cinzia DessìThis study aims to explore how customer-perceived quality is affected by innovation in traditional products in the bread, bakery and pastry industry. The study assesses…
The “service excellence chain”: an empirical investigation in the healthcare field
Roberta Guglielmetti Mugion, Flaminia Musella, Laura Di Pietro, Martina ToniThe linkage between internal and external satisfaction is an understudied topic in the service field. This study aims to address this gap by proposing an original research…
Internet banking service quality, e-customer satisfaction and loyalty: the modified e-SERVQUAL model
Syed Ali Raza, Amna Umer, Muhammad Asif Qureshi, Abdul Samad DahriThis study explores the service quality dimensions in Internet banking and their impact on e-customer’s satisfaction and e-customer’s loyalty. This study tries to inspect…
Establishing a link among total quality management, market orientation and organizational performance: An empirical investigation
Hari Lal BhaskarThis paper presents findings of a survey on total quality management (TQM) practices adopted by the Indian manufacturing organizations. The purpose of this paper is to…
Collaborative design in public services: a wicked problem-reframing case
Patrícia Moura e Sá, Catarina Frade, Fernanda Jesus, Mónica Lopes, Teresa Maneca Lima, Vitor RaposoWicked problems require collaborative innovation approaches. Understanding the problem from the users' perspective is essential. Based on a complex and ill-defined case…
Online content responsiveness strategies in the hospitality context: exploratory insights and a research agenda
Maria Vincenza Ciasullo, Raffaella Montera, Rocco PalumboThe article investigates different types of strategies for managing user-generated content (UGC) and provides some insights into their implications.
Modeling enablers of supply chain quality risk management: a grey-DEMATEL approach
Anupama Prashar, Shikha AggarwalThe purpose of this paper is to recognize and model the enablers of supply chain quality risk management (SCQRM) through an empirical study in the Indian automotive companies.
The quality movement's three operational paradigms: a text mining venture
Daniel CarnerudThis study aims to analyze four text-mining studies of quality management (QM) to illustrate and problematize how the research on quality has informed the quality paradigm…
An empirical investigation and prioritization of barriers toward implementation of agile manufacturing in the manufacturing industry
Rahul Kumar, Kanwarpreet Singh, Sanjiv Kumar JainThe study aims at empirically investigating and prioritizing the critical barriers for the successful implementation of agile manufacturing in the medium- and large-scale…
A health technology assessment between two pharmacological therapies through Six Sigma: the case study of bone cancer
Carlo Ricciardi, Alfonso Sorrentino, Giovanni Improta, Vincenzo Abbate, Imma Latessa, Antonietta Perrone, Maria Triassi, Giovanni Dell'aversana OrabonaHead and neck cancers are multi-factorial diseases that can affect many sides of people's life and are due to a lot of risk factors. According to their characteristics…
ISSN:
1754-2731Renamed from:
The TQM MagazineOnline date, start – end:
2008Copyright Holder:
Emerald Publishing LimitedOpen access:
hybridEditor:
- Dr Alexander Douglas
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