Regional bias when benchmarking services using customer satisfaction scores

Brint, Andrew; Fry, John

doi:10.1080/14783363.2019.1568867

Cited by 4 publications

(2 citation statements)

References 41 publications

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“…To develop such a model for the service industry would have to identify and measure the critical success factors, such as market analysis, strengths and weaknesses, opportunity and threats, financial and non-financial issues that could be influencing the effective TQM implementation. The service sector shall determine to quantify its current quality level, maturity level, and what it would like to achieve in the short and long term (Brint and Fry, 2019). Accordingly, service sectors work-out based on their vision, mission, goals, and strategic planning.…”

Section: Tqm Implementation In the Service Industrymentioning

confidence: 99%

“…The critical factors for consideration are company size, area of business, location, market competition, and their strengths and weaknesses. For both small and large companies, to have an edge over the competitors on the global and local markets, delivering high-quality services is must to meet consumer needs (James and James, 2020;Brint andFry, 2019 andZgodavova, Hudec andPalfy, 2017).…”

Section: Tqm Implementation In the Service Industrymentioning

confidence: 99%

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Effective TQM Implementation in the Service Industry: A Proposed Framework

2021

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Purpose: This paper aims to explore the framework, practices, and implementation of total quality management (TQM) in the service industry. Methodology/Approach: The present study focuses on the existing literature on several TQM dimensions and developed a framework that would allow the service industry to efficiently apply TQM, resulting in enhanced organizational performance. Findings: The research findings suggest that the relevance and implementation of TQM practices have a strong linkage to organizational performance. Managers shall work for the accomplishments of TQM to achieve success in local and global competition. By implementing TQM practices effectively in the service industry, managers can see improvements in the organization’s function. Therefore, managers shall accept the TQM approach to improve overall service quality and organizational performance. Research Limitation/implication: The study is limited to secondary data collection and no primary research is carried out to verify the proposed framework. Originality/Value of paper: The present study contributes to the literature on TQM by developing a framework for the service industry. This adds to the existing knowledge on TQM in the service industry and builds a foundation to carry out future research. The proposed TQM framework will empower the organizations for superior performance by evaluating the factors, defining rooms for improvement, and designing ways to achieve business excellence.

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Section: Tqm Implementation In the Service Industrymentioning

confidence: 99%