Table 2 Differences in the impact of QM... | Emerald Publishing

Table 2

Differences in the impact of QM practices on manufacturing and service organizations

Comparison criteria	Impact on manufacturing industries	Impact on service industries	References
Efficiency and productivity	Significant clear improvement	Significantly less noticeable improvement	Kumar et al. (2009)
Customer satisfaction	Direct and impactful improvement	More direct and more impactful improvement	Kannan and Tan (2005)
Financial performance	Clear and consistent due to cost reductions and improved sales	Clear and less consistent due to increased customer loyalty	Pham (2020)
Innovation	Slower and impactful, leading to new products and improved processes	Faster and impactful, leading to better service delivery and customer experience	Sjödin et al. (2020)
Employee satisfaction	Improved through clear and more efficient processes	More improved through directly contributing to enhanced service delivery	Alkhatib et al. (2025c)
Responsiveness	Improved responsiveness to quality problems	More improved responsiveness to customer demands and needs	Mellat-Parast (2013)
Competitive advantage	Improved through superior product quality and operational efficiency	Improved through superior customer experiences and service reliability	Nguyen and Chau (2017)

Comparison criteria	Impact on manufacturing industries	Impact on service industries	References
Efficiency and productivity	Significant clear improvement	Significantly less noticeable improvement	Kumar et al. (2009)
Customer satisfaction	Direct and impactful improvement	More direct and more impactful improvement	Kannan and Tan (2005)
Financial performance	Clear and consistent due to cost reductions and improved sales	Clear and less consistent due to increased customer loyalty	Pham (2020)
Innovation	Slower and impactful, leading to new products and improved processes	Faster and impactful, leading to better service delivery and customer experience	Sjödin et al. (2020)
Employee satisfaction	Improved through clear and more efficient processes	More improved through directly contributing to enhanced service delivery	Alkhatib et al. (2025c)
Responsiveness	Improved responsiveness to quality problems	More improved responsiveness to customer demands and needs	Mellat-Parast (2013)
Competitive advantage	Improved through superior product quality and operational efficiency	Improved through superior customer experiences and service reliability	Nguyen and Chau (2017)

Source(s): Authors’ own work