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Article
Publication date: 1 July 2020

Dongjun Rew, Joo Jung and Steve Lovett

This study investigates the relationships between innovation, quality, productivity and customer satisfaction in pure service companies. Previous studies have shown a…

Abstract

Purpose

This study investigates the relationships between innovation, quality, productivity and customer satisfaction in pure service companies. Previous studies have shown a negative relationship between quality and productivity in services. However, we argue the two can be positively related when innovation is present.

Design/methodology/approach

This paper develops and tests hypotheses using secondary data from COMPUSTAT, KLD STAT and the American Customer Satisfaction Index (ACSI). We test these hypotheses using ordinary least squares regression and conduct additional testing using path analysis.

Findings

The findings show that quality and productivity are positively related when innovation is present in pure service companies. The findings also reveal find that innovation is antecedent to both service quality and productivity which in turn positively affect customer satisfaction.

Practical implications

Both companies and customers can increase their outcomes including higher levels of service quality, productivity and customer satisfaction. Managers should therefore design innovative systems that enable customers to participate in service production. Other innovative systems may help to increase capacity utilization by smoothing high and low demand times, thus increasing both service quality and productivity.

Originality/value

This study contributes to service research by identifying innovation as the key to simultaneously increasing service quality and productivity. The authors find empirical support for a model in which service quality and productivity have a complementary relationship leading to customer satisfaction with innovation as an antecedent, and we do so using a sample of pure service firms.

Details

The TQM Journal, vol. 33 no. 1
Type: Research Article
ISSN: 1754-2731

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Article
Publication date: 1 October 2018

Dongjun Rew, Joo Jung and Wonsuk Cha

The purpose of this paper is to verify the relationship between productivity and quality in the services sector. More specifically, this study investigates the…

Abstract

Purpose

The purpose of this paper is to verify the relationship between productivity and quality in the services sector. More specifically, this study investigates the relationship between productivity and customer satisfaction and its effect on a firm’s performance. In addition, this study investigates the roles of productivity and customer satisfaction in the structural relationships among variables.

Design/methodology/approach

A theoretical model was proposed among innovation, productivity, customer satisfaction and firm performance. A sample of 127 firms from data sets of the American Customer Satisfaction Index and COMPUSTAT was collected. To test the hypotheses, this study used ordinal least squares analysis and path analysis.

Findings

The findings of this study verified that a positive relationship exists between productivity and customer satisfaction and that service productivity and customer satisfaction are positively associated with a firm’s performance. In addition, customer satisfaction was found to fully mediate the relationship between productivity and a firm’s performance.

Research limitations/implications

This study only focused on a short period for each variable due to the difficulty of matching all the data sets used for measuring each variable, which limited the observation of the different effects of service productivity among industries.

Practical implications

The findings of this study suggest that managers can improve productivity without sacrificing customer satisfaction. In addition, services firms should consider innovation, productivity and customer satisfaction in a holistic way because all of these affect a firm’s performance. Furthermore, services firms need to pay more attention to customer satisfaction, which plays an important role as a mediator in increasing a firm’s performance.

Originality/value

This study highlights the importance of the relationship between productivity and customer satisfaction in the services sector. In particular, this study extended the theory of service productivity by Rust and Huang (2012) to explore the role of service productivity and customer satisfaction in measuring a firm’s performance.

Details

International Journal of Quality & Reliability Management, vol. 35 no. 9
Type: Research Article
ISSN: 0265-671X

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Article
Publication date: 19 June 2021

Hyeyoon Bae, Sang Hyun Jo, Hyun Joo Jung and Euehun Lee

This paper aims to identify factors affecting the continued intention to use mobile social network services (m-SNS) among middle-aged and older adults in Korea, based on…

Abstract

Purpose

This paper aims to identify factors affecting the continued intention to use mobile social network services (m-SNS) among middle-aged and older adults in Korea, based on the focal characteristics of mobile services and SNS.

Design/methodology/approach

Data were collected through an online questionnaire to understand m-SNS usage from 358 people aged over 40 years in Korea.

Findings

Results show that middle-aged and older users of m-SNS are strongly motivated to seek information; they prefer to use m-SNS on a habitual basis because of the ubiquitous connectivity of mobile services. Furthermore, they perceive the usefulness of m-SNS in expanding their social networks. These results can be used to identify factors that affect continued use of m-SNS by the middle-aged and older generation in Korea.

Originality/value

This paper expands the literature on SNS acceptance among middle-aged and older adults, the population that, in future, is expected to constitute the majority of m-SNS users. This paper can also help understand factors that affect mature consumers’ continued use of m-SNS.

Details

Journal of Services Marketing, vol. 35 no. 6
Type: Research Article
ISSN: 0887-6045

Keywords

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Book part
Publication date: 13 September 2018

Abbas Elmualim, Sherif Mostafa, Nicholas Chileshe and Raufdeen Rameezdeen

This chapter discusses the profound and influential impact the construction industry has on the national economy, together with the huge negative effect it has on the…

Abstract

This chapter discusses the profound and influential impact the construction industry has on the national economy, together with the huge negative effect it has on the environment. It argues that by adopting smart and industrialised prefabrication (SAIP), the Australian construction industry, and the construction industry globally, is well positioned to leverage the circular economy to advance future industries with less impact on our natural environment. It discusses aspects of the application of digital technologies, specifically building information modelling, virtualisation, augmented and virtual reality and 3D printing, coupled with reverse logistics as a proponent for advancing the circular economy through smart, digitally enabled, industrialised prefabrication. It further postulates a framework for SAIP for the circular economy.

Details

Unmaking Waste in Production and Consumption: Towards the Circular Economy
Type: Book
ISBN: 978-1-78714-620-4

Keywords

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Article
Publication date: 19 December 2019

Raif Alshorafa and Esin Ergen

Proper definition of level of development (LOD) is one of the significant issues in building information modeling (BIM) applications; however, it is still not adequately…

Abstract

Purpose

Proper definition of level of development (LOD) is one of the significant issues in building information modeling (BIM) applications; however, it is still not adequately addressed during BIM implementations. The purpose of this paper is to investigate and describe the current practice in defining the LOD in large-scale BIM-based projects and identify the challenges and solutions that were provided.

Design/methodology/approach

Four case studies were performed at four different types of large-scale projects to depict the current practice in determining the LOD and the required properties of elements that are going to be included in a BIM model. Semi-structured face-to-face interviews were performed to collect information from six professionals from four international firms.

Findings

The findings of the case studies revealed that defining LOD is an ambiguous process and requires high-cumulated experience. The results provide the challenges, adopted solutions and lessons learned. It was highlighted that the cost of including an element or related information in the model should be compared to the benefit of having that information in the model from the perspective of defined BIM uses.

Research limitations/implications

The findings are based on the projects that were performed in three developing countries. However, the main contractors were international companies and the construction management firms were well-known companies in the USA. In the future, additional case studies can be performed in other countries to identify similarities and regional differences.

Practical implications

The results of this study can be used to highlight the current needs in determining the LOD and guide the efforts for developing standards and policies in the AEC sector to streamline BIM adoption process in practice. The practitioners can utilize the findings of this study to increase their efficiency in adopting BIM and to decrease the time loss and cost overruns.

Originality/value

Most of the previous studies investigated the benefits and challenges when adopting BIM, and few of them considered LOD definition as a core part of this process. This study specifically investigated the current practice in determining the LOD and the required properties of elements that are going to be included in a BIM model. It also described the applied solutions and lessons learned in the case studies.

Details

Engineering, Construction and Architectural Management, vol. 28 no. 1
Type: Research Article
ISSN: 0969-9988

Keywords

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Article
Publication date: 21 June 2013

Manal Yunis, Joo Jung and Shouming Chen

The purpose is to examine the role of TQM in a strategy‐TQM‐performance model. More specifically, it seeks to investigate whether TQM has a driving role in the formation…

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6652

Abstract

Purpose

The purpose is to examine the role of TQM in a strategy‐TQM‐performance model. More specifically, it seeks to investigate whether TQM has a driving role in the formation of strategy or has a mediating effect in the strategy‐performance relationship.

Design/methodology/approach

A survey was used to collect data. The instrument was assessed for its validity and reliability. Structural equation modelling was employed.

Findings

TQM influences strategy formulation process and it is a dynamic resource that contributes to the achievement of a sustainable competitive advantage. In addition, soft TQM has a higher impact than hard TQM on competitive strategy formulation and on performance.

Research limitations/implications

The model developed and tested can be enriching to the TQM, strategic management, and quality management fields. Future research is recommended to use methods other than self‐report questionnaires and to account for certain behavioral factors that can influence the relationships investigated in the study.

Practical implications

The findings provide insights to the need to integrate TQM with the various stages of the strategy formulation process, with an emphasis on the soft elements of TQM, including customer satisfaction, management and leadership, and employee relations.

Originality/value

Despite the remarkable contributions of existent research, there is a lack of substantive research that examines the relationship between the hard and soft components of TQM on one hand and the two types of competitive strategy – differentiation and cost leadership – on the other. This gap is filled by this study.

Details

International Journal of Quality & Reliability Management, vol. 30 no. 6
Type: Research Article
ISSN: 0265-671X

Keywords

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Article
Publication date: 30 January 2009

Joo Y. Jung, Yong Jian Wang and Sibin Wu

The purpose of this paper is to explore the relationship between competitive strategy, total quality management (TQM), and continuous improvement of international project…

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5579

Abstract

Purpose

The purpose of this paper is to explore the relationship between competitive strategy, total quality management (TQM), and continuous improvement of international project management (CIIPM).

Design/methodology/approach

Based on a literature review, a theoretical model and five hypotheses are developed. A cross‐sectional data set collected from 268 international project managers based in four countries is used to test the theoretical model.

Findings

The results from the statistical analysis suggest that competitive strategy does not directly influence the CIIPM performance, but it influences through the mediation of TQM practices. The results also suggest that “human resource‐based” TQM elements have stronger influence toward CIIPM performance than “technology‐based” TQM elements.

Research limitations/implications

The study used four TQM variables, which originated from the MBNQA (1995) framework. Although the four variables are robust and sufficiently represent the TQM dimension, the multi‐dimensional nature of TQM practice can be investigated further. Further, the study only utilized a single variable of CIIPM in investigating international project management performance. As future TQM and international project management practices go through evolutions, additional elements may be incorporated into the three‐domain contingency model.

Practical implications

The study results suggest that the TQM elements fully mediate the relationship between competitive strategy and CIIPM. This implies that organizations need an innovative management methodology, such as the TQM practice, in order to achieve competitive strategy materializing towards international project management performance. Further, the findings suggest that it is the soft TQM elements (i.e. top management's leadership, compensation, training and empowerment) that impact the CIIPM more significantly.

Originality/value

Although numerous classical studies are reported in various contexts involving competitive strategy, TQM practice, and project management performance, no existing study focuses on how these three domains are linked together.

Details

International Journal of Quality & Reliability Management, vol. 26 no. 2
Type: Research Article
ISSN: 0265-671X

Keywords

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Article
Publication date: 3 October 2008

Joo Jung, Xuemei Su, Miguel Baeza and Soonkwan Hong

As a multinational corporation (MNC) implements a new innovation campaign at its worldwide operations, varying degrees of success stories are reported. The extent of how…

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6831

Abstract

Purpose

As a multinational corporation (MNC) implements a new innovation campaign at its worldwide operations, varying degrees of success stories are reported. The extent of how an innovation campaign and methodology can be transferred from its corporate office to its overseas operations has been the subject of considerable debate. Implementing an innovation methodology such as the total quality management (TQM) can be challenged by the organizational culture unique to each operation. The purpose of this paper is to investigate the relationship between organizational culture stemming from national culture and TQM implementation performance.

Design/methodology/approach

In total, 186 managers of MNCs are surveyed in their cultural orientations and TQM implementation experiences. The survey result is analyzed by regressing cultural elements on TQM elements.

Findings

Our result suggests that an organization's TQM practices are significantly influenced by the organization culture. However, each dimension of organization culture is related to TQM in different fashions. For instance, power distance influences all the TQM elements, but masculinity has positive impact on business performance of TQM practice only.

Research limitation/implications

Our findings may assist MNCs in explaining varying success stories of quality management implementation efforts. Furthermore, MNCs can focus their efforts towards improving certain organizational culture that is more significantly related to a certain quality management element.

Originality/value

No previous research has reported on how organizational culture stemming from national culture affects quality management methodology implementation.

Details

The TQM Journal, vol. 20 no. 6
Type: Research Article
ISSN: 1754-2731

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Article
Publication date: 5 September 2008

Joo Y. Jung and Soonkwan Hong

The purpose of this article is to explore the relationship between the organizational culture (organizational citizenship behaviour (OCB)), TQM practice and organizational…

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5461

Abstract

Purpose

The purpose of this article is to explore the relationship between the organizational culture (organizational citizenship behaviour (OCB)), TQM practice and organizational performance of the manquiladora companies.

Design/methodology/approach

A structural equation modelling based on a cross‐sectional survey (N=230) is conducted.

Findings

As multinational companies (MNCs) implement innovative management methodology such as the TQM practices, their organizational cultural elements play significant roles towards the outcome. The organizational culture, represented by OCB, significantly impacts how TQM is managed and implemented. Furthermore, the results point out “soft TQM elements” have more significant impact than “hard TQM elements” towards firm's performance.

Research limitations

The study includes a specific location (Maquiladora) only.

Practical implications

The findings suggest that management should also focus on the intrinsic motivations of employees represented by OCB rather than the sole emphasis on training and education.

Originality/value

The study supports the perspective that underlines the importance of the balance between soft and hard TQM, as well as the significance of OCB for a successful implementation of TQM.

Details

International Journal of Quality & Reliability Management, vol. 25 no. 8
Type: Research Article
ISSN: 0265-671X

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Article
Publication date: 28 August 2007

Yong‐Chan Kim, Joo‐Young Jung and Sandra J. Ball‐Rokeach

The purpose of this paper is to examine the unique effect of ethnicity on people's internet connectedness. Internet connectedness is a multi‐dimensional relationship that…

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2111

Abstract

Purpose

The purpose of this paper is to examine the unique effect of ethnicity on people's internet connectedness. Internet connectedness is a multi‐dimensional relationship that individuals form with the internet.

Design/methodology/approach

Survey findings from a study of four ethnic groups living in seven residential areas within ten miles from the Los Angeles Civic Center indicate that ethnicity has a significant unique effect not only on the rate of people's internet access, but also on the three dimensions of the internet connectedness index: context and history; scope and intensity; and centrality, after controlling for individual socio‐economic factors.

Findings

The results indicated that African‐Americans lagged behind other ethnic groups in all three dimensions of their internet connectedness. This suggests that the ways in which the internet is incorporated into people's everyday lives are likely to differ by geo‐ethnic areas.

Originality/value

Implications of these results are discussed from a “communication infrastructure framework,” which provides an ecological framework to interpret the ethnic differences in the multiple dimensions of internet connectedness.

Details

Information Technology & People, vol. 20 no. 3
Type: Research Article
ISSN: 0959-3845

Keywords

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