A holistic model for total quality service
01 Oct 2001-International Journal of Service Industry Management (MCB UP Ltd)-Vol. 12, Iss: 4, pp 378-412
TL;DR: In this paper, an instrument for measuring total quality service (TQS) with specific reference to the banking sector has been developed, which has been empirically tested for unidimensionality, reliability and construct validity using confirmatory factor analysis approach.
Abstract: Total quality service (TQS) is a socio‐technical approach for revolutionary and effective management. However, the contemporary quality management literature is overridingly manufacturing oriented and there seems to be a dearth of comprehensive studies (from the management’s perspective) addressing the critical dimensions of TQS that will depict a holistic TQM philosophy in service organizations. The present study is an earnest endeavour to fill this void. Based on a thorough review of the prescriptive, practitioner, conceptual and empirical literature, the study has identified 12 dimensions as crucial for the inculcation of a TQM ambience in a service set‐up. The criticality of each of these dimensions from a service perspective is corroborated in detail. An instrument for measuring TQS with specific reference to the banking sector has been developed. Data have been collected from executives from banks in a developing economy. The instrument has been empirically tested for unidimensionality, reliability and construct validity using a confirmatory factor analysis approach. A model for TQS has also been proposed, illustrating the relationships between the various dimensions. The present research work offers a systematic framework for the conceptual and empirical understanding of TQS and its critical factors.
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TL;DR: Safety training was identified as the most important safety management practice that predicts safety knowledge, safety motivation, safety compliance and safety participation and path analysis using AMOS-4 software showed that some of the safety management practices have direct and indirect relations with the safety performance components.
505 citations
Cites background from "A holistic model for total quality ..."
...Once unidimensionality is substantiated, its ‘statistical reliability’ should be assessed before it is subjected to any further validation analysis (Sureshchander et al., 2001)....
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Journal Article•
TL;DR: In this paper, the authors investigated the relationship between organizational quality context and actual and ideal quality management using data collected from 152 managers from 77 business units of 20 manufacturing and service companies in order to measure managers' perceptions of ideal and actual quality management in terms of eight critical factors including product/service design, training, employee relations and top management leadership.
Abstract: While the quality literature abounds with prescriptions for how quality should be managed, no one has proposed an organization-theory explanation for how quality is managed in organizations. This paper proposes a system-structural model of quality management that relates organizational quality context, actual quality management, ideal quality management, and quality performance. The relationships between organizational quality context and actual and ideal quality management are investigated using data collected from 152 managers from 77 business units of 20 manufacturing and service companies. A previously reported instrument is used to measure managers' perceptions of ideal and actual quality management in terms of eight critical factors including product/service design, training, employee relations, and top management leadership. Several measures are used to characterize organizational quality context including company type, company size, degree of competition, and corporate support for quality. The results indicate that organizational quality context influences managers' perceptions of both ideal and actual quality management. This suggests that knowledge of organizational quality context is useful for explaining and predicting quality management practice. Important contextual variables are corporate support for quality, past quality performance, managerial knowledge, and the extent of external quality demands.
381 citations
TL;DR: In this article, the authors explored the dimensions of the service brand that influence consumers at time of service consumption and examined post-consumption evaluations, finding that the core service, employee service and servicescape make a significant contribution to the service consumption experience.
Abstract: The impact of the service experience on consumers' feelings, satisfaction and service brand attitudes are of vital importance to service marketers. In an attempt to understand how consumers evaluate service performances this study seeks to explore the dimensions of the service brand that influence consumers at time of service consumption. In addition, the study also examines post‐consumption evaluations. A study of 254 bank consumers revealed that the core service, employee service and servicescape make a significant contribution to the service consumption experience. Furthermore, the service experience was found to significantly effect feelings, satisfaction and brand attitudes.
301 citations
TL;DR: In this article, an interpretive structural modeling (ISM) based approach has been utilized to understand the mutual influences among the barriers of total quality management (TQM), and 12 TQM barriers are identified through the literature review and expert opinion.
Abstract: Purpose – Previous research showed that there are some barriers which hinder the implementation of total quality management (TQM) in organizations. But no study has been undertaken to understand the interaction among these barriers and to develop a hierarchy of TQM barriers model. There is an urgent need to analyze the behavior of these barriers so that TQM may be successfully implemented. This paper therefore, aims to understand the mutual interaction of these barriers and identify the “driving barriers” (i.e. which influence the other barriers) and the “dependent barriers” (i.e. which are influenced by others).Design/methodology/approach – In this paper, an interpretive structural modeling (ISM) based approach has been utilized to understand the mutual influences among the barriers of TQM.Findings – In the present research work, 12 TQM barriers are identified through the literature review and expert opinion. The research shows that there exist two groups of barriers, one having high driving power and lo...
279 citations
Cites background from "A holistic model for total quality ..."
...A healthy relationship between department and employees should be maintained as it influence the performance of the organization and consequently determine the nature and extent of TQM implementation (Sureshchandar et al., 2001) as otherwise it may lead to “lack of communication” (Barrier 12) which would effect the implementation of effective training and education program (Barrier 4) as both are interrelated....
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...Employee relations and coordination between departments influence the performance of the organizational system and consequently determine the nature and extent of TQM implementation (Sureshchandar et al., 2001)....
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01 Dec 2008
TL;DR: In this article, the impact of consumers' perceptions of Corporate Social Responsibility (CSR) activities on their trust toward the company and highlighting the underlying mechani cation is analyzed.
Abstract: This research aims at analyzing the impact of consumers' perceptions of Corporate Social Responsibility (CSR) activities on their trust toward the company and at highlighting the underlying mechani...
227 citations
References
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TL;DR: In this paper, a general formula (α) of which a special case is the Kuder-Richardson coefficient of equivalence is shown to be the mean of all split-half coefficients resulting from different splittings of a test, therefore an estimate of the correlation between two random samples of items from a universe of items like those in the test.
Abstract: A general formula (α) of which a special case is the Kuder-Richardson coefficient of equivalence is shown to be the mean of all split-half coefficients resulting from different splittings of a test. α is therefore an estimate of the correlation between two random samples of items from a universe of items like those in the test. α is found to be an appropriate index of equivalence and, except for very short tests, of the first-factor concentration in the test. Tests divisible into distinct subtests should be so divided before using the formula. The index
$$\bar r_{ij} $$
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Journal Article•
TL;DR: In this paper, the authors describe the development of a 22-item instrument (called SERVQUAL) for assessing customer perceptions of service quality in service and retailing organizations, and the procedures used in constructing and refining a multiple-item scale to measure the construct are described.
21,693 citations
TL;DR: In this article, a general null model based on modified independence among variables is proposed to provide an additional reference point for the statistical and scientific evaluation of covariance structure models, and the importance of supplementing statistical evaluation with incremental fit indices associated with the comparison of hierarchical models.
Abstract: Factor analysis, path analysis, structural equation modeling, and related multivariate statistical methods are based on maximum likelihood or generalized least squares estimation developed for covariance structure models. Large-sample theory provides a chi-square goodness-of-fit test for comparing a model against a general alternative model based on correlated variables. This model comparison is insufficient for model evaluation: In large samples virtually any model tends to be rejected as inadequate, and in small samples various competing models, if evaluated, might be equally acceptable. A general null model based on modified independence among variables is proposed to provide an additional reference point for the statistical and scientific evaluation of covariance structure models. Use of the null model in the context of a procedure that sequentially evaluates the statistical necessity of various sets of parameters places statistical methods in covariance structure analysis into a more complete framework. The concepts of ideal models and pseudo chi-square tests are introduced, and their roles in hypothesis testing are developed. The importance of supplementing statistical evaluation with incremental fit indices associated with the comparison of hierarchical models is also emphasized. Normed and nonnormed fit indices are developed and illustrated.
16,420 citations
TL;DR: The attainment of quality in products and services has become a pivotal concern of the 1980s as discussed by the authors, while quality in tangible goods has been described and measured by marketers, quality in services is la...
Abstract: The attainment of quality in products and services has become a pivotal concern of the 1980s. While quality in tangible goods has been described and measured by marketers, quality in services is la...
16,185 citations
TL;DR: In this paper, the authors investigate the conceptualization and measurement of service quality and the relationships between service quality, consumer satisfaction, and purchase intentions, and investigate the relationship between the two factors.
Abstract: The authors investigate the conceptualization and measurement of service quality and the relationships between service quality, consumer satisfaction, and purchase intentions. A literature review s...
9,593 citations