The TQM Journal: Volume 33 Issue 6


Table of contents

Implementation of FCAUP – a framework for conformity assessment inspired by the uncertainty principle

Celso Francisco de Moraes, Messias Borges Silva, Rapinder Sawhney

The purpose of this paper is to report the first practical applications of FCAUP (Framework for Conformity Assessment inspired by the Uncertainty Principle) carried out…

Development of comprehensive coursework of quality management in universities pertinent to the construction industry: a case of Pakistan

Muhammad Irfan, Muhammad Jamaluddin Thaheem, Syyed Sami Ul Haq Kaka Khel, Muhammad Faizan Ul Haq, Muhammad Saeed Zafar, Muhammad Ehtsham

The purpose of this research is to determine a comprehensive coursework for teaching quality management in the universities of developing countries i.e. Pakistan pertinent…

The relationship between managers' narcissism and overconfidence on corporate risk-taking

Mahdi Salehi, Amirhosein Afzal Aghaei Naeini, Safoura Rouhi

The primary purpose is to investigate the relationship between narcissism and managers' overconfidence in listed companies' risk-taking.

What makes excellence models excellent: a comparison of the American, European and Japanese models

Asfa Muhammad Din, Muhammad Asif, Muhammad Usman Awan, George Thomas

This paper compares three business excellence models (BEMs): Baldrige criteria for performance excellence (BCPE), European Foundation for Quality Management (EFQM) model…

Determinants of service quality and its effect on customer satisfaction and loyalty: an empirical study of private banking sector

Rafikul Islam, Selim Ahmed, Mahbubar Rahman, Ahmed Al Asheq

The main purpose of this study is to investigate the impact of various service quality dimensions, namely reliability, responsiveness, visibility, employee commitment and…


Does people-related total quality management “work” for people? An empirical study of the Sri Lankan apparel industry

Sakunthala Durairatnam, Siong Choy Chong, Mazuki Jusoh, Isuri Roche Dharmaratne

The purpose of this paper is to examine the relationships between people-related total quality management (PTQM) practices and employee work attitudes, as well as the…

Development of a structural model based on ISM for analysis of barriers to integration of leanwith industry 4.0

Vigneshvaran R, S. Vinodh

To develop a structural model based on Interpretive Structural Modelling (ISM) approach to analyse the barriers to integration of Lean with Industry 4.0.

Gamification and service quality in bike sharing: an empirical study in Italy

Maria Giovina Pasca, Roberta Guglielmetti Mugion, Martina Toni, Laura Di Pietro, Maria Francesca Renzi

Bike sharing (BS) is a phenomenon of growing interest in the sustainable mobility field. In recent years, many governments have implemented concrete actions to diffuse the…

QoS in higher education institutions: the concept, a literature review and future directions

Gyan Prakash

The purpose of this paper is to understand the meaning and operationalisation of quality of service (QoS) in the context of higher education institutions (HEIs).

Affective commitment, service quality and selected sub-dimensions of customer citizenship behaviour: a study of ride-hailing services

Estelle van Tonder, Daniël Johannes Petzer

Marketing literature has made little progress on the connection between service quality and customer citizenship advocacy, helping and feedback sub-dimensions that may…

A study on key lean enablers of the coal mining sector using ISM, MICMAC and SEM

Sorokhaibam Khaba, Chandan Bhar, Ankita Ray

The purpose of this research is to identify and study the contextual relationships of the significant lean enablers in the Indian coal mining industry using the…

Bank service quality: perception of customers in the Greater Accra Region of Ghana in the post banking sector reforms era

Joseph Emmanuel Tetteh, Chrisopher Boachie

In the wake of fierce competition that has ensued among banks to get a share of the depositors' funds after the banking sector reforms in 2017, this study attempts to…

TQM implementation practices and performance outcome of Indian hospitals: exploratory findings

Biju Augustine Puthanveettil, Shilpa Vijayan, Anil Raj, Sajan MP

This paper explores and interprets the linkage between total quality management (TQM) practices and organizational performance measures for improving the healthcare firms…

Cleaner production through open innovation in Indonesian batik small and medium enterprises (SME)

Augustina Asih Rumanti, Indryati Sunaryo, Iwan Inrawan Wiratmadja, Dradjad Irianto

The purpose of this paper is to design a research model and analyze the relationship between open innovation and cleaner production. The paper maps and characterizes the…

A draft framework for quality management system auditor education: findings from the initial stage of a Delphi study

Roslina Ab Wahid, Nigel Peter Grigg

Changes in structure and conceptual underpinnings of ISO 9001 mean that quality management system (QMS) auditors require a wide knowledge base and skill set to effectively…

Priority nonconformity and service quality analysis of hospitals in Thailand: a care provider perspective

Assadej Vanichchinchai

The objectives of this research are to investigate service quality expectation, perception and satisfaction in outpatient departments and to propose the priority…

Passenger satisfaction and loyalty for app-based ride-sharing services: through the tunnel of perceived quality and value for money

Selim Ahmed, Musfiq Mannan Choudhury, Ezaz Ahmed, Ujjal Yaman Chowdhury, Ahmed Al Asheq

The purpose of this study is to investigate the passengers' perception of app or application-based ride-sharing service in Bangladesh. The research directly measures the…

Information systems project team members: factors for high performance

Isabel Moura, Caroline Dominguez, João Varajão

The main aim of this study is to contribute to the discussion on the factors that can influence the high performance of information systems (IS) project team members, from…

The relationship among financial and non-financial aspects of business sustainability performance: evidence from Iranian panel data

Mahdi Salehi, Arash Arianpoor

The study's main objective is to identify business sustainability performance indicators and analyze the mutual relationship between different business sustainability…

Exploring the dark side of Lean: a systematic review of the lean factors that influence social outcomes

Willem Salentijn, Susanne Beijer, Jiju Antony

Lean has shifted over the years from a set of tools to implement to a human-centric approach concerning both hard and soft factors. However, there is a limited research on…

Value-based lean implementation in a surgical unit: the impact of the methodology

Marc Sales, Rodolfo De Castro

This paper aims to present a method for strategic planning and implementation processes in health care based on lean management.

Motivations, barriers and readiness factors for Quality 4.0 implementation: an exploratory study

Michael Sony, Jiju Antony, Jacqueline Ann Douglas, Olivia McDermott

Quality 4.0 is the new buzzword among quality professionals. There has been no empirical study of Quality 4.0 yet. Hence, the purpose of this paper is to investigate what…


Impact of total quality management factors on knowledge creation in the organizations of Bangladesh

Bikash Barua

Total quality management (TQM) and knowledge management (KM) are two similar and complementary management philosophies synergistic combinations that can form a cycle of…

The impact of service excellence and service innovation on organisational reputation: quantitative evidence from Jordanian public sector

Shaker A. Aladwan, Sajeda I. Alshami

The aim of this paper is the identification of the impacts that innovation and service excellence have upon organisational reputation within public sector organisations in Jordan.

Gender difference in the perceptions of the patient safety culture: a case from a medical center in Taiwan

Chih-Hsuan Huang, Chun-Ting Lai, Cheng-Feng Wu, Yii-Ching Lee, Chia-Hui Yu, Hsiu-Wen Hsueh, Hsin-Hung Wu

Gender difference exists in the perception of the patient safety culture in healthcare organizations. A case from a medical center in Taiwan is presented to examine how…

Enabling factors for adopting sustainable, organic wine production

Nicola Cobelli, Andrea Chiarini, Elena Giaretta

This study expands the debate on the reasons that wine producers adopt sustainable, organic wine production. It aims to ascertain the enabling factors facilitating…

Direct and indirect impact of quality management on the integrated performance of medium-scale manufacturers

Ekpenyong Ekpenyong Udofia, Bimbo Onaolapo Adejare, Gbemi Oladipo Olaore, Etete Ekpenyong Udofia

Most studies on small and medium scale enterprises lump both small-scale and medium-scale businesses together as entirely similar phenomenon, thus creating an oversight of…

ISO 9001 standard and their impact on school management and planning and support systems–Comparative study on perception between heads–teachers

Jesús Miguel Rodríguez-Mantilla, Víctor León Carrascosa, Angélica Martínez-Zarzuelo

The objective of this study was to evaluate and compare how school heads and teachers perceived the impact of implementing ISO 9001 Standards on the dimensions management…

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  • Dr Alexander Douglas