Journal•ISSN: 1478-3363
Total Quality Management & Business Excellence
Taylor & Francis
About: Total Quality Management & Business Excellence is an academic journal published by Taylor & Francis. The journal publishes majorly in the area(s): Total quality management & Quality (business). It has an ISSN identifier of 1478-3363. Over the lifetime, 2697 publications have been published receiving 92431 citations. The journal is also known as: Total quality management and business excellence & Total quality management.
Topics: Total quality management, Quality (business), Quality management, Service quality, Customer satisfaction
Papers published on a yearly basis
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TL;DR: The American Customer Satisfaction Index (ACSI) as discussed by the authors represents a uniform system for evaluating, comparing, and enhancing customer satisfaction across firms, industries and nations, and it is argued that a global network of NCSIs based on a common methodology is not simply desirable but imperative.
Abstract: How do we know if an economy is performing well? How do we know if a company is performing well? The fact is that we have serious difficulty answering these questions today. The economy-for nations and for corporations-has changed much more than our theories and measurements. The development of national customer satisfaction indices (NCSIs) represents an important step towards addressing the gap between what we know and what we need to know. This paper describes the methodology underlying one such measure, the American Customer Satisfaction Index (ACSI). ACSI represents a uniform system for evaluating, comparing, and - ultimately - enhancing customer satisfaction across firms, industries and nations. Other nations are now adopting the same approach. It is argued that a global network of NCSIs based on a common methodology is not simply desirable, but imperative.
537 citations
TL;DR: A review of seven different methods for customer involvement in product development, of which quality function deployment is one, is presented in this article, where three types of involvement are identified: design for customers, design with customers and design by customers.
Abstract: Customer focus is a key component in a total quality management approach. This paper presents a review of seven different methods for customer involvement in product development, of which quality function deployment is one. Results from the review indicate that different methods support the involvement of customers at different phases of the design process, particularly in three phases: the specification phase, concept development and the prototyping. Moreover, different methods support the involvement of customers in different ways. Three types of involvement are identified: design for customers, design with customers and design by customers. The overall conclusion is that there exists a potential for improvements for practitioners who would like to further customer focus in the design process.
500 citations
TL;DR: In this paper, the relationship between customer satisfaction and loyalty was investigated in cross-industry differences in total quality management, and the authors found that customer satisfaction was positively associated with loyalty.
Abstract: (2000) The relationship between customer satisfaction and loyalty: Cross-industry differences Total Quality Management: Vol 11, No 4-6, pp 509-514
462 citations
TL;DR: Total quality management (TQM) is a management process that has made its way into higher education institutions (HEIs) in many developed countries as discussed by the authors, such as the UK.
Abstract: Total quality management (TQM) is a management process that has made its way into higher education institutions (HEIs) in many developed countries. For example, in the US, HEIs have been influenced due to the success of many large corporations. They were influenced by the critical state of education in the 1980s in terms of student grades, funding, and complaints from employers and parents. Many institutions began to implement it in the early 1990s and have been successful. In UK higher education, the progress of TQM is rather slow, with examples represented by only a few new universities. However, these institutions have benefited from a TQM process similar to their counterparts in the US, such as improved student performance, better services, reduced costs and customer satisfaction. The paper reports on the results of a recent survey on TQM in UK HEIs. The authors examine how TQM principles and core concepts can be measured to provide a means of assessing the quality of institutions on various aspects o...
381 citations
TL;DR: The service quality measurement scale (SERVQUAL) has been widely used in research to measure quality of service as discussed by the authors, and the aim of this paper is to demonstrate the use of SERVQUAL for measuring patients'...
Abstract: The service quality measurement scale (SERVQUAL) has been widely used in research to measure quality of service. The aim of this paper is to demonstrate the use of SERVQUAL for measuring patients' ...
363 citations