Purpose -The principal aim of this paper is to determine the critical factors of total quality management (TQM) and to measure their effect on organizational performance of SMEs operating in Turkish textile industry. Design/methodology/approach -Data for this study was collected using a self-administered questionnaire that was distributed to 500 SMEs in textile industry in the city of Istanbul in Turkey selected randomly from the database of Turkish Small Business Administration (KOSGEB). Of the 500 questionnaires posted, a total of 163 questionnaires were returned. Findings -Using exploratory and confirmatory factor analyses, seven empirically validated dimensions of TQM were identified. The structural equation modelling technique was employed to investigate the relationship between the implementation of TQM practices and organizational performance. Data analysis reveals that there is a strong positive relationship between TQM practices and non-financial performance of SMEs, while there is only weak influence of TQM practices on financial performance of SMEs. With only a mediating effect of non-financial performance that the TQM practices has a strong positive impact on financial performance of SMEs.Research limitations/implications -The sample is restricted to only a single region and a single industry, so it would be strongly recommended that data be gathered from various parts of Turkey including both various manufacturing and service industries. As the data in this study were collected from top managers of organizations on the basis of their subjective evaluations, objective performance indicators should also be employed in the analysis. Originality/value -Despite some attempts on the applicability of TQM practices and advanced manufacturing technologies as well as their impact on organizational performance of SMEs, there is a
This study investigates the potential impact of organizational variables on the service recovery performance of frontline employees, and the impact of successful service recovery on frontline employees’ job satisfaction and intensions to resign. Data obtained from a survey of frontline employees working in several banks in two cities in Western Turkey serve as the study setting. Results and their implications are discussed.
PurposeThe purpose of this study is to investigate the effects of work‐family conflict, emotional exhaustion, and intrinsic motivation on front‐line employees' job performance, job satisfaction, and affective organizational commitment in Turkish retail banks as its setting.Design/methodology/approachA total number of 363 usable questionnaires were personally retrieved from front‐line employees in the research location. The relevant writings were canvassed in order to design the survey instrument. The hypothesized relationships were tested using LISREL 8.30 through path analysis.FindingsResults reveal that work‐family conflict increased emotional exhaustion and decreased job satisfaction. Intrinsic motivation was found to exert a significant negative impact on emotional exhaustion. Results demonstrate that high levels of intrinsic motivation resulted in high levels of job performance, job satisfaction, and affective commitment to the organization. The empirical results also indicate that emotional exhaustion exerted a significant negative effect on job satisfaction. As hypothesized, high levels of job performance led to increased job satisfaction. However, work‐family conflict and emotional exhaustion did not have any significant effects on job performance and affective organizational commitment. As expected, the empirical results provided support for the significant positive effects of job performance and job satisfaction on affective organizational commitment.Research limitations/implicationsJob performance was operationalized via self‐report measure. In future research, incorporating non‐work variables such as family, leisure and life satisfaction into the research model would shed further light on one's understanding about the relationships of work‐family conflict and emotional exhaustion with those variables.Practical implicationsTop managements of banks should be committed to establishing and maintaining family‐supportive work environments. By doing so, properly trained bank managers can create a culture that helps front‐line employees balance work requirements with non‐work responsibilities. In addition, these managers should provide ongoing training programs, which aim to teach front‐line employees how to manage time effectively and resolve problems associated with work‐family conflict and emotional exhaustion.Originality/valueThe present study makes useful additions to the current knowledge base by investigating the effects of work‐family conflict and intrinsic motivation on emotional exhaustion and the effects of work‐family conflict and emotional exhaustion on various job outcomes of front‐line bank employees in a developing economy.
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