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Article
Publication date: 18 December 2018

Dimitrios Kafetzopoulos and Katerina Gotzamani

The purpose of this paper is to develop a conceptual framework to investigate how the European Foundation for Quality Management (EFQM) excellence model enablers influence…

Abstract

Purpose

The purpose of this paper is to develop a conceptual framework to investigate how the European Foundation for Quality Management (EFQM) excellence model enablers influence the four types (product, process, organizational and marketing) of innovation performance of a manufacturing firm.

Design/methodology/approach

The study uses survey data from a sample of 580 manufacturing firms in Greece and employs structural equation modeling to test the developed hypotheses.

Findings

The results reveal that enablers of the EFQM model are either directly or indirectly associated with the four types of innovation. Furthermore, the findings show that it is essential for a firm to manage all the facilitating enablers included in the EFQM model, since they cannot boost innovation when implemented in isolation.

Research limitations/implications

The sample is limited to one country (Greece). In addition, researchers have to assess the same relationships considering the effect of external factors such as environmental uncertainty. The potential consequences of enablers on innovation performance may be mediated by customer or people results.

Practical implications

The empirical findings of the present study help managers to develop the appropriate quality strategies and allocate the respective resources according to the desired type of innovation.

Originality/value

Based on the multi-dimensional structure of quality, this empirical study determines the contribution of EFQM model enablers to specific innovation performance dimensions of manufacturing companies.

Details

The TQM Journal, vol. 31 no. 2
Type: Research Article
ISSN: 1754-2731

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Article
Publication date: 6 February 2017

Maria Gianni, Katerina Gotzamani and Fotis Vouzas

The purpose of this paper is to study the management systems integration from both sector and size perspectives.

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1332

Abstract

Purpose

The purpose of this paper is to study the management systems integration from both sector and size perspectives.

Design/methodology/approach

Extant literature is reviewed focussing on food-related management topics. A single case is used to delve into the understanding of integrated management systems (IMSs) using the contingency approach. Data are drawn from documents and archives, on-site observations and by interviewing employees of all hierarchy levels.

Findings

This case shows how size and sector-related constraints may condition integration in terms of IMS scope, strategy, level, audits, resources, motives, benefits and difficulties. Traceability is identified as an integration “catalyst” for multiple MSs in food companies. It is further discussed, how an environmental management system would be embedded within the existing integrated structure.

Research limitations/implications

Conclusions bring to light the sustained business leverage provided by food IMSs. Thus, food industry managers are driven to streamline the quality, food safety and environmental processes following an IMS approach. Future research on multiple cases of different size would reflect a wider IMS sector-specific perspective. Research on other sectors is expected to provide different particular aspects of integration, as well.

Originality/value

To the best of the authors’ knowledge, this is the first in-depth study on the adoption of an integrated generic and sector-specific MS from the contingency perspective. The case visualizes the contribution of integration when addressing the critical food safety and quality operations and the significant environmental aspects.

Details

International Journal of Quality & Reliability Management, vol. 34 no. 2
Type: Research Article
ISSN: 0265-671X

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Article
Publication date: 29 November 2018

Mónica Cabecinhas, Pedro Domingues, Paulo Sampaio, Merce Bernardo, Fiorenzo Franceschini, Maurizio Galetto, Maria Gianni, Katerina Gotzamani, Luca Mastrogiacomo and Alfonso Hernandez-Vivanco

The purpose of this paper is to dissect the diffusion of the number of organizations that implemented multiple management systems (MSs), considering the International…

Abstract

Purpose

The purpose of this paper is to dissect the diffusion of the number of organizations that implemented multiple management systems (MSs), considering the International Organization for Standardization (ISO) 9001, ISO 14001 and OHSAS 18001 standards (quality, environment and safety) in the South European countries: Italy, Portugal and Spain. In addition, based on the data collected, forecasting models were developed to assess at which extent the multiple certifications are expected to occur in each studied country.

Design/methodology/approach

Data concerning the evolution of the amount of multiple MSs in Italy, Portugal and Spain were collected for the period between 1999 and 2015. The behavior of the evolution of the number of MSs over the years was studied adopting both the Gompertz and the Logistic models. The results obtained with these two models were compared and analyzed to provide a forecast for the next years.

Findings

The diffusion throughout the years of the number of MSs presents an S-shaped behavior. The evolution of the amount of MSs in countries with a lower saturation level are properly fitted by the Gompertz model whereas the Logistic model fits more accurately when considering countries with a larger saturation level.

Research limitations/implications

The data related to the early years are not available in some of the countries. To overcome this shortcoming missing data were extrapolated from the data set provided by the annual ISO survey. Additionally, the integration level attained by each company was not assessed and, on this regard and in the scope of this paper, an integrated management system is understood as implemented when organizations have multiple MSs implemented.

Practical implications

The results provide a cross-sectional portrayal of the diffusion of MSs certifications in the South European countries and enable a forecast for the trend in the next years.

Originality/value

This study aims for the first time, to the best of the authors’ knowledge, to analyze the diffusion of multiple MSs throughout the years.

Details

International Journal of Quality & Reliability Management, vol. 35 no. 10
Type: Research Article
ISSN: 0265-671X

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Article
Publication date: 25 January 2019

Dimitrios Kafetzopoulos, Katerina Gotzamani and Dimitrios Skalkos

The purpose of this paper is to examine the extent to which the five European Foundation for Quality Management (EFQM) model enablers, as the latent factor “enabler…

Abstract

Purpose

The purpose of this paper is to examine the extent to which the five European Foundation for Quality Management (EFQM) model enablers, as the latent factor “enabler excellence,” are associated with business performance, taking into consideration the mediating role of innovation in this relationship.

Design/methodology/approach

The analysis followed in order to investigate the relations among the various constructs of the proposed model includes an initial exploratory factor analysis, followed by confirmatory factor analysis and finally structural equation modeling.

Findings

According to the study findings, “enabler excellence” and innovation performance directly contribute to business performance. Moreover, this paper concludes that innovation performance partially mediates the effect of excellence enablers on business performance.

Research limitations/implications

This study does not separate between radical and incremental innovation; thus, it would be very interesting to explore this issue in future research. Moreover, it might be useful for researchers to reassess the proposed relationships examining the mediating role of organizational culture.

Practical implications

This study offers clear implications for managers, proving that they should give higher emphasis on quality management (QM) and the four dimensions of innovation in order to achieve increased performance.

Originality/value

Based on the multidimensional structure of the EFQM model, this empirical study determines the contribution of QM to business performance taking into consideration the role of innovation performance as a mediator in this relationship.

Details

Journal of Manufacturing Technology Management, vol. 30 no. 4
Type: Research Article
ISSN: 1741-038X

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Article
Publication date: 4 September 2017

Loukas K. Tsironis, Katerina D. Gotzamani and Theofilos D. Mastos

e-Business (e-B) organization is an integrated synergy of internet and supply chain. It is an organizational environment which consists of associations among suppliers…

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2225

Abstract

Purpose

e-Business (e-B) organization is an integrated synergy of internet and supply chain. It is an organizational environment which consists of associations among suppliers, customers, work force and information technology. An important issue for an e-B organization is the comprehension of the critical factors that affect its success, in order to realize its full advantages and how it results in efficiency improvements of the organizations. The purpose of this paper is twofold: first to identify the critical success factors (CSFs) that determine the successful implementation of e-B and second to develop an integrated e-B model based on the CSFs.

Design/methodology/approach

By following a quantitative approach, primary data were collected through a structured questionnaire from 174 Greek e-B firms. An initial exploratory factor analysis was conducted, followed by confirmatory factor analysis (CFA) and structural equation modeling (SEM).

Findings

Findings have shown that there was a direct association of the Resource Based View (RBV) on the supply chain view (SCV) of a firm, which in turn influenced the performance/results of an e-B organization. It is concluded that e-B performance results and value creation are linked to customers’ and partners’ orientation (SCV) and human resources and information technology (RBV).

Originality/value

The proposed framework contributes to the understanding of the successful implementation of e-B, by proposing a fifthfold framework. The proposed framework portrayed a very fundamental result, that the resourced based view and the SCV of the organization are the critical priorities and have a direct and positive affect on the performance and efficiency of the successful implementation of e-B.

Details

Business Process Management Journal, vol. 23 no. 5
Type: Research Article
ISSN: 1463-7154

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Article
Publication date: 21 July 2020

Maria Gianni and Katerina Gotzamani

The purpose of this research is twofold; firstly, to propose and test a measuring instrument for the efficient and effective integration of management systems (MSs)…

Abstract

Purpose

The purpose of this research is twofold; firstly, to propose and test a measuring instrument for the efficient and effective integration of management systems (MSs), identifying the particular aspects that may distinguish the substantive (internalized) from the superficial (ceremonial) integration; and secondly, to propose and test a scale for corporate sustainability performance (CSP).

Design/methodology/approach

A literature review has identified pertinent variables and yielded relevant measuring items. A field survey has been conducted. The survey instrument has been administered to Greek organizations certified to two or more MS standards. Collected data from 280 respondents has been processed using exploratory factor analysis.

Findings

Internalization has been identified as the main construct to interpret substantial MS integration in terms of resources and the extent of integration. The extracted internalization factors are human resources, strategic resources, information systems, integration tools, outsourcing, internal processes integration level and audits' integration level. CSP has been operationalized in terms of the company's relationships with its stakeholders. The extracted CSP factors are customer–supplier relationship, the employees, investors/shareholders, financial institutions, the environment, state and society.

Practical implications

This research findings can be used by management professionals, certification bodies and governmental authorities in order to foster the implementation of multiple MSs and highlight the critical issues for their successful integration and internalization, which is imperative for their prosperity and contribution toward CSP. Practitioners are also provided with an instrument to monitor CSP through the company's relationships with its stakeholders toward satisfaction of their needs.

Originality/value

To the best of the authors' knowledge, this is the first empirical study on the internalization of integrated MSs. In addition, the development of a CSP scale intends to bring together corporate sustainability management with CSP.

Details

The TQM Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1754-2731

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Article
Publication date: 30 September 2019

Ιoannis Tzavlopoulos, Katerina Gotzamani, Andreas Andronikidis and Chris Vassiliadis

The quality assessment of e-commerce services is of particular research interest, as it has been widely found that quality is directly linked to customer satisfaction and…

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2862

Abstract

Purpose

The quality assessment of e-commerce services is of particular research interest, as it has been widely found that quality is directly linked to customer satisfaction and loyalty, which in turn leads to improved sales results, the creation of reputation and enhanced competitiveness for active companies in the industry. The purpose of this paper is to investigate the quality in e-commerce and to examine the relationships developed among its individual dimensions and satisfaction, perceived value, perceived risk and customer loyalty.

Design/methodology/approach

Initially, exploratory factor analysis with the equamax rotation method was applied to identify the perceptions of consumers regarding quality, value, satisfaction, risk and loyalty. The effect of the factors that make up perceived quality of e-services on customer value, satisfaction, risk and loyalty was examined by using OLS regression analysis. Likewise, path analysis was applied to confirm the impact of perceived quality on total consumer satisfaction, perceived value and loyalty, utilizing perceived risk as a moderating variable.

Findings

The authors found that quality overall has a positive and statistically significant relationship with perceived value, satisfaction and loyalty and negative with perceived risk. From the individual dimensions of quality, it has been found that ease of use of websites, design, responsiveness and security lead to increased levels of perceived value, while ease of use, responsiveness and personalization lead to an increase in the overall satisfaction of consumers. Overall, it has been documented that high levels of quality lead to higher satisfaction and perceived value, mitigating perceived risk and positively impacting the adoption of desirable consumer behaviors as reflected in customer loyalty.

Research limitations/implications

In this respect, future research in the field of e-commerce can examine the quality of the respective electronic services taking into account different product and business categories. In addition, the future research can focus on the impact of high satisfaction, perceived value and customer loyalty on various sizes of business performance, including sales, market share, competitiveness, financial efficiency and sustainability.

Practical implications

Given the clear relationship between quality, perceived value and satisfaction, e-commerce businesses have the potential to benefit significantly from improvements in the quality of their services, as this leads to increased levels of perceived value, high level of satisfaction and hence enhanced customer loyalty, which is in turn reflected in increased sales, positive word-of-mouth, improved reputation and brand loyalty. In this way, e-businesses will be able to improve their financial position, achieve higher market shares, maintain their competitive advantage, attract new development resources and become sustainable on a long-term basis.

Social implications

Businesses need to understand the factors that determine the quality in e-commerce to be able to achieve customer satisfaction and reduce perceived risk through improved quality. These factors, which consumers perceive as important for quality, are critical.

Originality/value

The concepts of quality, perceived value, risk, satisfaction and loyalty are considered to be interlinked in both traditional consumer research and e-commerce, as high levels of perceived quality are believed to lead to positive assessments of the cost-benefit and, hence, the perceived value (Cronin et al., 2000; Sweeney and Soutar, 2001; Korda and Snoj, 2010) and loyalty. In this context, this study attempted to study the relationship of these five variables, through both regression and path analysis, resulting in similar results. According to the findings of the study, perceived quality of website services has a positive and statistically significant impact on perceived value, satisfaction and an opposite effect on perceived risk, while the last is mitigating variable for and loyalty.

Details

International Journal of Quality and Service Sciences, vol. 11 no. 4
Type: Research Article
ISSN: 1756-669X

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Article
Publication date: 10 April 2019

Christina Nizamidou, Fotis Vouzas and Katerina Gotzamani

The purpose of the paper is twofold: first, to examine the interaction of quality, safety and crisis management (CM), and second, to explore the role played by an HR…

Abstract

Purpose

The purpose of the paper is twofold: first, to examine the interaction of quality, safety and crisis management (CM), and second, to explore the role played by an HR department in terms of CM.

Design/methodology/approach

This paper consists of two parts: theoretical and empirical. The theoretical part follows the approach of an extended literature review. The empirical part illustrates the statistical analysis of the obtained data from Greek organizations that employ the largest number of employees, regardless of their business sector.

Findings

The statistical analysis allowed the authors to confirm their main research hypotheses. First, it showed the interrelationship that exists between safety, quality and CM. Second, it presented the impact of this relationship on human resources and the vital role of HR department, in case of a crisis.

Practical implications

Organizations and their top management can review and redesign their CM procedures according to the findings of this survey, aiming a fast recovery and a return to normalcy.

Originality/value

Based on the literature review, there has been a little research work on the interrelationship between safety, quality and the level of CM familiarity and the role of HR department at the times of crisis. The added value of attaining this goal may become a motivational element for any organization and its top management to continue investing more in safety, quality and CM issues.

Details

The TQM Journal, vol. 31 no. 4
Type: Research Article
ISSN: 1754-2731

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Article
Publication date: 8 January 2018

Evangelos Psomas, Dimitrios Kafetzopoulos and Katerina Gotzamani

The present study focuses on two basic determinants of company innovation, namely, quality practices of top management and process quality management. The purpose of this…

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1281

Abstract

Purpose

The present study focuses on two basic determinants of company innovation, namely, quality practices of top management and process quality management. The purpose of this paper is to explore the impact of these determinants on product and process innovation. Determining the impact of these dimensions of innovation on the market performance of a company is also an aim of the present study.

Design/methodology/approach

A research study was carried out on a sample of 433 Greek manufacturing and service companies. Data were obtained through a structured questionnaire from the chief executive officers of the companies. Exploratory and confirmatory factor analyses are applied to extract and validate all the latent factors considered in the suggested model, while their relationships are determined through structural equation modeling.

Findings

The analysis of the empirical data shows that both the dimensions of company innovation examined in the present study (product and process innovation) are positively influenced by the quality practices of top management and process quality management. Improving these two dimensions of company innovation, in turn, results in increased market performance.

Research limitations/implications

First, the sample of the responding manufacturing and service Greek companies which includes both small and medium-sized enterprises and large companies and which operate in circumstances of financial crisis; second, the subjective data collected from only one company representative; and third, the examination of only two factors influencing company innovation, are the main limitations of the present study. Based on these limitations, future research studies are recommended.

Practical implications

The empirically validated theoretical model of the present study can guide the policy makers of a company to select a quality management and innovation strategy through which the company can lay the foundations to increase its market performance, and thus, overcome the current economic downturn and financial crisis. Researchers can also use the suggested valid model as an assessment tool, a benchmarking tool and a tool for the design of their future research studies.

Originality/value

The present study contributes to the literature by determining a valid model that describes simultaneously the relationships between quality management factors, product and process innovation and market performance. This is also the first study reflecting Greek companies’ efforts to withstand the current downturn and penetrate the market through innovation.

Details

The TQM Journal, vol. 30 no. 1
Type: Research Article
ISSN: 1754-2731

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Article
Publication date: 5 March 2018

Katerina Gotzamani, Andreas Georgiou, Andreas Andronikidis and Konstantina Kamvysi

The purpose of this paper is to provide an enhanced version of quality function deployment (QFD) that captures customers’ present and future preferences, accurately…

Abstract

Purpose

The purpose of this paper is to provide an enhanced version of quality function deployment (QFD) that captures customers’ present and future preferences, accurately prioritizes product specifications and eventually translates them into desirable quality products. Under rapidly changing environments, customer requirements and preferences are constantly changing and evolving, rendering essential the realization of the dynamic role of the “Voice of the Customer (VoC)” in the design and development of products.

Design/methodology/approach

The proposed methodological framework incorporates a Multivariate Markov Chain (MMC) model to describe the pattern of changes in customer preferences over time, the Fuzzy AHP method to accommodate the uncertainty and subjectivity of the “VoC” and the LP-GW-AHP to discover the most important product specifications in order to structure a robust QFD method. This enhanced QFD framework (MMC-QFD-LP-GW-Fuzzy AHP) takes into consideration the dynamic nature of the “VoC” captures the actual customers’ preferences (WHATs) and interprets them into design decisions (HOWs).

Findings

The integration of MMC models into the QFD helps to handle the sequences of customers’ preferences as categorical data sequences and to consider the multiple interdependencies among them.

Originality/value

In this study, a MMC model is introduced for the first time within QFD, in an effort to extend the concept of listening to further anticipating to customer wants. Gaining a deeper understanding of current and future customers’ preferences could help organizations to design products and plan strategies that more effectively and efficiently satisfy them.

Details

International Journal of Quality & Reliability Management, vol. 35 no. 3
Type: Research Article
ISSN: 0265-671X

Keywords

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