The literature clearly indicates that service organizations are lagging behind their manufacturing counterparts in terms of the effective deployment of total quality management (TQM) practices aimed at achieving operational and strategic objectives. The objective of this study is to shed some light on the current TQM practices of service organizations. In general, the results of this study appear to confirm the reported literature findings concerning outcomes and benefits of effective TQM implementation. More importantly, the results underscore the differences in TQM implementation practices and benefits due to some industry‐specific factors. The lack of commitment to TQM implementation on the part of high percentage of the surveyed service organizations in this study is alarming.
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October 01 2004
TQM practices in service organizations: an exploratory study into the implementation, outcome and effectiveness Available to Purchase
Mahmoud M. Yasin;
Mahmoud M. Yasin
Department of Management and Marketing, College of Business, East Tennessee State University, Johnson City, Tennessee, USA
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Jafar Alavi;
Jafar Alavi
Department of Economics, Finance and Urban Studies, College of Business, East Tennessee State University, Johnson City, Tennessee, USA
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Murat Kunt;
Murat Kunt
Department of Management and Marketing, College of Business, East Tennessee State University, Johnson City, Tennessee, USA
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Thomas W. Zimmerer
Thomas W. Zimmerer
College of Business, Saint Leo University, Saint Leo, Florida, USA
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Publisher: Emerald Publishing
Online ISSN: 1758-8030
Print ISSN: 0960-4529
© Emerald Group Publishing Limited
2004
Managing Service Quality: An International Journal (2004) 14 (5): 377–389.
Citation
Yasin MM, Alavi J, Kunt M, Zimmerer TW (2004), "TQM practices in service organizations: an exploratory study into the implementation, outcome and effectiveness". Managing Service Quality: An International Journal, Vol. 14 No. 5 pp. 377–389, doi: https://doi.org/10.1108/09604520410557985
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