Keywords: Customer centrality and involvement
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A systematic literature review on total quality management critical success factors and the identification of new avenues of research

Barbara Aquilani, Cecilia Silvestri, Alessandro Ruggieri, Corrado Gatti
Journal: The TQM Journal
The TQM Journal (2017) 29 (1): 184–213.
https://doi.org/10.1108/TQM-01-2016-0003
Published: 09 January 2017
... centrality and involvement Over the years the concept of quality has changed greatly: today it encompasses both objective quality (i.e. features and attributes of goods and/or services that respond to implicit and explicit customer requirements) and subjective quality (i.e. the ability...
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