Journal•ISSN: 1084-8568
Journal of Quality Management
Elsevier BV
About: Journal of Quality Management is an academic journal. The journal publishes majorly in the area(s): Total quality management & Quality (business). It has an ISSN identifier of 1084-8568. Over the lifetime, 89 publications have been published receiving 4460 citations.
Topics: Total quality management, Quality (business), Quality management, Service quality, Customer satisfaction
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486 citations
TL;DR: In this article, it is shown that the content of TQM is capable of producing a cost- or differentiation-based advantage, and that the tacitness and complexity that are inherent in the process of total quality management have the potential to generate the barriers to imitation that are necessary for sustainability.
453 citations
TL;DR: In this paper, a study of front line employees in four textile plants located in the Southeastern United States was used to examine how organizational culture may support empowerment efforts and found that organizational cultures that were perceived as being more collective and more doing-oriented were related to significantly greater perceptions of empowerment.
290 citations
TL;DR: In this article, the authors propose a model that relates six key internal marketing practices to external customer satisfaction and loyalty, mediated by internal customer attitudes (i.e., loyalty to the firm, job satisfaction, trust in management) leading to extra role behaviors directed at external customers.
246 citations
TL;DR: The Impact of Quality Practices on Customer Satisfaction and Business Results: Product versus Service Organizations as mentioned in this paper, is the most relevant work that we cite for this topic. But it is based on a different approach.
197 citations