Quality management in TQM versus non‐TQM firms: an empirical investigation

Ahire, Sanjay L.; Waller, Matthew A.; Golhar, Damodar Y.

doi:10.1108/02656719610128466

Cited by 144 publications

(107 citation statements)

References 33 publications

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“…Both external customers and internal customers must be considered. Because expectations are dynamic (Ahire et al, 1996), an organisation must be in close contact with its customers (Dean and Bowen, 1994) and have in place mechanisms to determine their expectations and measure their levels of satisfaction.…”

Section: Customer Focusmentioning

confidence: 99%

Are TQM principles supporting innovation in the Portuguese footwear industry?

2008

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The relationship between total quality management (TQM) and innovation is complex. Literature suggests that conflicting arguments exist and that the impact of TQM on innovation depends both on the specific quality management elements under consideration and on the type of innovation. In this research, our goal is to analyse at what extent the introduction of TQM is indeed supporting innovation in the Portuguese footwear industry. Since this is a mature industry, whose traditional competitive base is disappearing and where familiar to medium units dominate, our emphasis is on the study of the organisational requirements to adopt constant changes in process technology. This study is based on empirical data collected from a set of firms by means of a survey instrument, especially developed with this purpose, after an extended contact with the industry where case studies and interviews were conducted with carefully selected organisations and sector experts. Findings give support to the view that in fact TQM principles have a positive association with the adoption of technological innovation. Yet, both the prevalence of features of the mechanistic model and the lack of maturity of most initiatives in the Portuguese footwear firms restrains the role of TQM in supporting innovation. r

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Section: Customer Focusmentioning

confidence: 99%

Are TQM principles supporting innovation in the Portuguese footwear industry?

2008

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“…Therefore, the relationship between policy and planning with managing people and resources is confirmed, which was also confirmed by Ahire,Waller and Golhar (1996), Eskildsen and Dahlgaard (2000), Wilson and Collier (2000), Calvo-Mora, Leal, and Roldán (2005), Carmona, Rivas, and Martín (2010).…”

Section: Conclusion Limitations and Future Lines Of Researchmentioning

confidence: 51%

“…In this sense, Tarí and García (2011, p.77) To summarize, in Figure 1 a sequence diagram or "path diagram" is shown with all the first-order latent variables, including the hypotheses to be contrasted, which make up the theoretical model to be tested in this research. In Table 1 Ahire et al, 1996;Yusof andAspinwall, 1999. Employee Management Flynn et al, 1994;Ahire et al, 1996.;Wilson and Collier, 2000;Ahmad and Schroeder, 2002. Quality policy/planning Saraph et al, 1989;Porter and Parker, 1993;Black and Porter, 1996;Win and Cameron, 1998;Quazi et al, 1998;Ravichandran and Rai, 2000;Wilson and Collier, 2000. Alliances and resources Ward and Chandler, 1999;Eskildsen and Dahlgaard, 2000;Curkovic et al, 2000 …”

Section: Relationship Of Leadership With Alliances and Resources Quamentioning

confidence: 99%

Dependence relationship between the critical quality factors and social impact

et al. 2014

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This paper shows the results of the empirical study conducted in 186 tourist accommodation businesses in Spain certified under the "Q for Tourist Quality", own System Quality Management. It was raised with the purpose of analyzing the structure of the relationship between critical quality factors and results-social impact, how they operate and the level of their influence on obtaining these results within the company. Starting from a deep theoretical revision we propose a theoretical model together with the hypotheses to be tested, and we proceed to validation using the technique of Structural Equation Models. The results obtained show that companies wishing to improve their social impact should take into account that leadership is the most important factor to achieve it. Leadership indirectly affects the social impact through its influence on alliances and resources, quality policy/ planning, personnel management and learning. KEYWORDS | Quality management, "Q for Tourist Quality", social impact results, accommodation businesses, causal model. RESUMO Este artigo apresenta os resultados do estudo empírico realizado em 186 empresas de alojamento turístico na Espanha, certificadas de acordo com "Q de Qualidade Turística", Sistema de Gestão da Qualidade próprio. Foi criado com a finalidade de analisar a estrutura da relação entre os fatores críticos de impacto de qualidade e resultados -impacto social, como se operam e do nível da sua influência sobre a obtenção destes resultados dentro da empresa. A partir de uma revisão teórica integrante propomos um modelo teórico juntamente com as hipóteses a serem testadas, e procedemos à validação usando a técnica de modelos de equações estruturais. Os resultados obtidos mostram que as empresas que desejam melhorar seus resultados e impacto social deve levar em conta que a liderança é o fator mais importante para tal. A liderança afeta indiretamente o impacto social através de sua influência sobre alianças e recursos, política de qualidade e planejamento, gestão de pessoal e de aprendizagem. PALAVRAS-CHAVE | RAE-Revista de Administração de Empresas | FGV-EAESP

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“…Gaps actual product performance and product perception requires less concern to a research of product perceived quality with other marketing variables such as customer satisfaction and purchase intention. Ahire et al (1996) adopt products quality with attributes: performance, reliability, suitability and durability. Lefkoff-Hagius & Mason (1993) described product quality is measured by three attributes are characteristics, benefits, and imagery.…”

Section: Products Qualitymentioning

confidence: 99%

Why Customers Intend to Use Express Delivery Services

Setiyawati

Haryanto²

2016

CSBM

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The aim of this research was to better understand the effects of products quality, price reasonableness, brand image, and attitude towards customer's intention. This research was guided by four research questions: What product quality has a positive influence on express delivery services a positive attitude? What price reasonableness positive influence on attitude to use express delivery services? What positive effect on brand image expresses delivery services? What positive attitude influence on intention to use express delivery services? The methodology employed was survey of 100 customers plus in-depth interviews with courier service operators. Interviews and survey were conducted from August to October 2015. This research was used SEM techniques for data analyze. The results confirmed there was no relationship between products quality, price reasonableness and attitude. Furthermore, brand image has influence attitude. The mediating role effects of costumer's attitude for product quality, price reasonableness and brand image towards customer's intention offer new insight into antecedents on costumer's intention in a high influence. This study presents an original contribution to understanding brand image effect and its attributes either directly or through attitude towards customer's intention is determine.

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Quality management in TQM versus non‐TQM firms: an empirical investigation

Cited by 144 publications

References 33 publications

Are TQM principles supporting innovation in the Portuguese footwear industry?

Are TQM principles supporting innovation in the Portuguese footwear industry?

Dependence relationship between the critical quality factors and social impact

Why Customers Intend to Use Express Delivery Services

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