Search results

The purpose of this paper is to examine the interplay between technical and social systems within an organization that potentially affect the service experience, as perceived by end customers.

The paper explores the potential impact of an integrated service quality system on the service experience. A conceptual model is presented, accompanied by a detailed development of the hypotheses. Two samples (Study 1: n=474, Study 2: n=225) of consumers are used to empirically test the proposed model.

The analysis reveals the impact a technical system has on employees’ inherent abilities (i.e. the social system), which, in turn, affect the overall assessment by customers. Additionally, the situation in which an employee works (i.e. operating environmental conditions) results in differences in the model.

This paper’s main implication is this paper employs established theory to develop a model that is empirically tested to show that implementing and maintaining a quality-oriented service system can positively influence the overall customer experience. The limitations are based primarily on the methodology in which individual employees assessed all aspects of both the social and technical systems.

Managers should be diligent in their design and implementation of the quality components as these affect the work setting in which employees operate.

Prior research has neither explored an integrated service quality system’s impact on the service experience nor employed an established theoretical framework. This work accomplishes both with the results providing contributions to both theory and practice.

There is a great need for empirical research to evaluate internal organizations’ (e.g. information system department, accounting department, and purchasing department) service quality. In this study, a model to describe the interactions between internal organizations and the processes they serve is proposed. An empirical study is conducted based on the proposed model. It is observed that perceived quality‐oriented climate is one of the most important factors for determining the internal organization’s service quality. Problem resolution capability, keeping customers’ best interests in mind, and instilling customers’ confidence are also identified as among the determining variables for internal service quality.

Quality-Oriented Education (su zhi jiao yu) is a national education reform initiative that presents ongoing opportunities and challenges to schools, local bureaus of education, and the overall educational system in China today. This chapter seeks to gain insight into if and how Quality-Oriented Education, 10 years into its enactment, has taken root in practice. We posit that a reform agenda is best manifested through well-aligned and operable standards for school effectiveness. We introduce the policy-driven definition for school effectiveness and an evaluation framework depicting the intended focus of Quality-Oriented Education. Using an iterative and inductive process for content analysis, we compare the policy-driven framework with the coding results of a 2009 national inventory of actual school evaluation schemes in 91 Chinese school districts. Our review points out that the new mission of Quality-Oriented Education advocates educational equity, curriculum reform, and systemic support for school-based management. However, at the operational level, there are great variations in terms of content domain, focus, and function among school evaluation schemes with notable regional differences. Furthermore, schools are still caught between the existing system that measures school performance by achievement and the intended accountability scheme that calls for enhanced student ability. This chapter adds to the empirical foundation for the development of a new framework that not only captures the spirit of the national educational reform but also is informed of the developmental needs of schools in drastically different geo-economical and social conditions.

The purpose of this study is to develop a moderated mediation model by which quality-oriented product design practices influence operational performance via supplier involvement under the different levels of product modularity.

The authors use the multisource data from 268 manufacturing firms worldwide and apply regression and the PROCESS macro model to test the moderated mediation model.

The findings reveal that quality-oriented product design practices enhance operational performance directly and do so indirectly through promoting supplier involvement in quality improvement. In addition, this indirect effect is stronger when the level of product modularity is high.

By exploring the interaction effects of quality-oriented product design and product modularity, this study provides valuable insights into the ways in which manufacturing firms improve operational performance more effectively.

This study aims to construct a mental health service system for middle school students in the post-COVID-19 era with the framework of Six Sigma DMAIC (define, measure, analyze, improve and control) and analyze the influencing factors of the mental health service system to study the implementation strategies of quality-oriented mental health services in middle schools.

This study was conducted in Tianjin, China, from September to November 2022, and 350 middle school students from Tianjin Public Middle School were selected as subjects. A questionnaire survey was used to collect data. In this study, the Six Sigma DMAIC method, sensitivity analysis method, exploratory factor analysis and principal component analysis were used to analyze the mental health services provided to middle school students.

Based on the Six Sigma DMAIC framework, this study indicates that the contribution rate of the mental health service process factor is the largest in the post-COVID-19 era. The mental health cultivation factor ranks second in terms of its contribution. Mental health quality and policy factors are also important in the construction of middle school students’ mental health service system. In addition, the study highlights the importance of parental involvement and social support in student mental health services during the post-COVID-19 era.

To the best of the authors’ knowledge, a study on middle school students’ mental health in the post-Covid-19 era has not yet been conducted. This study developed a quality-oriented mental health system and analyzed the influencing factors of mental health for middle school students based on data analysis and the Six Sigma DMAIC method.

Despite the conceptual, empirical and theoretical advances in alignment–performance relationship, there is a limited research on the alignment dimensions and organizational performance measures. Though strategic alignment is believed to improve organizational performance, the purpose of this paper is to develop conjectures for understanding how different alignment dimensions influence organizational performance measures.

The data were acquired from 161 senior IT and business managers paired responses in China and were analyzed by using a structural equation modeling technique.

The hypothesized relationships are largely supported. Thus, quality-oriented strategic alignment dimension has a significant relationship with all performance measures. Contrary to expectations, both product and marketing-oriented strategic alignment dimensions do not show a significant impact on financial return. The marketing-oriented strategic alignment dimension also has an insignificant relationship with operational excellence.

This study suggests that the business–IT alignment can be dimensioned to better combine business strategy and IT strategy. Hence, managers can focus specific alignment dimension instead of entire strategies of a firm for a better decision making.

Findings suggest guidance for formulating combined business and IT strategic alignment into dimensions and proposing insightful and practical implications.

This paper aims to examine the implications of the efforts to promote a quality-oriented economy that incorporates a vision of environmental sustainability and equitable social development.

The analysis builds on a case study of food procurement in Brazil, which intended to improve the quality of food used in public schools. The case study follows ways that the promotion of quality food has localised the procurement operation, connecting smallholders to citizen-consumers.

The efforts to promote quality food procurement worked to shape reflexive governance in a decentralised political environment and create an institutional device based on cooperative civic participation and state engagement. However, this process highlighted socioeconomic inequality within the country due to uneven local capacities to connect good-quality services to the citizens' everyday places. The study identifies the following paths to tackle this unevenness: improvement of place-based infrastructure; promotion of trans-local cooperation; and building on the existing informal institutional arrangements.

The focus on quality and sustainability in general has been blind to the inequality in local capacities to define and promote the quality-oriented economy in the first place. Recognising inequality through a case study, the paper outlines specific ways for the author to link quality to trans-local equality.

Today, Japanese housing manufacturers compete to produce net zero-energy-cost houses that are usually equipped with some renewable energy technologies-e.g. a solar photovoltaic electric power generating system, a CO2 refrigerant heat-pump water heater and a combined heat and power system. Interestingly, the manufacturers tend to install these costly renewable technologies as standard equipment rather than options. To initiate and maintenance the sales of their environmentally-friendly houses, the manufacturers bring into effect their quality-oriented production and user-oriented communication approaches. The manufacturers' way to commercialise their industrialised housing to some extent reflects their high cost-performance marketing strategy. This paper somewhat reflects the learning outcomes of the Zero-carbon PV Mass Custom Home Technical Mission to Japan that the first author organised in 2006 and 2007. It is aimed at identifying the manufacturers' essential commercialisation strategies being applied for the niche-marketing of their net zero-energy-cost housing.

Wollongong City Council in New South Wales, Australia, won the Australian Quality Award in 1997 and the Australian Customer Service Award in 1998, the first local council to receive such awards. This article presents a case history of the cultural reform journey of the council since 1990, in particular the role played by benchmarking within a wider quality‐oriented programme. The article traces the evolutionary nature of the reform agenda over this period and shows that benchmarking has been introduced at the council in three stages as an integral part of an evolving and maturing culture based on corporate planning, quality, and performance management: stage 1 (process mapping and improvement), stage 2 (process benchmarking), and stage 3 (cost benchmarking). The article concludes by setting out a number of lessons based on the Wollongong experience for the introduction and use of benchmarking as part of a quality‐oriented cultural change programme.

To achieve higher customer satisfaction (CS), companies implement continuous improvement (CI) programs, regardless of the growing evidence of their failure to achieve declared goals. The purpose of this paper is twofold: first, to identify whether companies are able to improve CS through the application of CI; and, second, to identify what organizational practices are able to facilitate the impact of CI on CS.

To test the developed assumptions, the study uses the structural equation modeling technique. The data for analysis were collected from 304 service companies via a custom web-survey.

The research confirms the direct positive impact of CI on CS. Further, the study demonstrates that management commitment and rewards system that encourages employees to participate in CI play the major facilitating role in improving CS through CI. These practices accompanied by quality-oriented culture and employee training in the improvement tools provide necessary infrastructure to sustain CI in the companies over time. Additionally, regardless of the vital role of goal setting for CI established in previous research, the proposed study finds a limited ability of goal setting, as compared to other organizational practices, to facilitate CI–CS relationship.

The study contributes to the scarce field of research on CI implementation in the services environment. Further, the research assesses CS as a variable of interest, as opposite to the previous studies, considering CS as a part of the composite variable. The research assesses the impact of the training in CI methodology on the CI–CS relationship, while previous research focuses on the general, work-related training. The findings provide an important basis for further academic work in the area of quality management. The identified practices can serve as guidance for managers, implementing CI in their companies due to the high fit of the proposed model.