The impact of total quality management on service company performance: evidence from Spain
Purpose – The purpose of the paper is to explore the impact of total quality management (TQM) factors on performance dimensions of service companies. Design/methodology/approach – A research project was designed in the Spanish services sector. Companies that had already participated in activities wi...
Gespeichert in:
| Veröffentlicht in: | The International journal of quality & reliability management 2016-03, Vol.33 (3), p.380-398 |
|---|---|
| Hauptverfasser: | , |
| Format: | Artikel |
| Sprache: | eng |
| Schlagworte: | |
| Online-Zugang: | Volltext |
| Tags: |
Tag hinzufügen
Keine Tags, Fügen Sie den ersten Tag hinzu!
|
| container_end_page | 398 |
|---|---|
| container_issue | 3 |
| container_start_page | 380 |
| container_title | The International journal of quality & reliability management |
| container_volume | 33 |
| creator | Psomas, Evangelos L Jaca, Carmen |
| description | Purpose
– The purpose of the paper is to explore the impact of total quality management (TQM) factors on performance dimensions of service companies.
Design/methodology/approach
– A research project was designed in the Spanish services sector. Companies that had already participated in activities with regard to business excellence were randomly selected and approached through a structured questionnaire, yielding a sample of 151 responding companies. By analyzing TQM implementation and company performance through the exploratory factor analysis, specific TQM factors and performance dimensions are extracted. The TQM factors that significantly influence the performance dimensions are determined through multiple linear regression analyses.
Findings
– According to the findings, the factors describing TQM implementation in service companies concern quality practices of top management, employee quality management, process management, employee knowledge and education and customer focus. Similarly, the performance dimensions revealed concern financial performance, operational performance, customer satisfaction and product/service quality performance. The TQM factors concerning customers, employees and top management significantly affect the performance dimensions.
Research limitations/implications
– The subjective data were collected from quality managers of a small-sized sample of companies operating in a European Union country and belonging to different services sub-sectors. Based on these limitations, future research studies are recommended.
Practical implications
– By focussing on specific TQM factors, a service company can improve its performance dimensions. In doing so, it can lay the foundations not only to survive but to be competitive in the current global scenario that is characterized by an economic downturn.
Originality/value
– This paper describes a reliable TQM model that can be implemented in the services sector and a means by which a service company can improve its performance. |
| doi_str_mv | 10.1108/IJQRM-07-2014-0090 |
| format | Article |
| fullrecord | <record><control><sourceid>proquest_emera</sourceid><recordid>TN_cdi_emerald_primary_10_1108_IJQRM-07-2014-0090</recordid><sourceformat>XML</sourceformat><sourcesystem>PC</sourcesystem><sourcerecordid>3974610891</sourcerecordid><originalsourceid>FETCH-LOGICAL-c430t-74d0131bcb3fb6abc9b96527a2d07e07992f0339c4261967bd84948e141fa3303</originalsourceid><addsrcrecordid>eNptkU1LxDAQhoMouK7-AU8BL16qM0m2abyJ-LGiiLqCeAlpmmqlbWrSFfbf27peFE8zMM87DM8Qso9whAjZ8fz6_uE2AZkwQJEAKNggE5SzLEnTjG2SCbB0lqQSn7fJTozvAMAQ2YS8LN4crZrO2J76kva-NzX9WJq66le0Ma15dY1rh1lLowuflXXU-gFvV7RzofRhYKw7oe6zKtzQ0TL4hj52pmp3yVZp6uj2fuqUPF2cL86ukpu7y_nZ6U1iBYc-kaIA5JjbnJd5anKrcpXOmDSsAOlAKsVK4FxZwVJUqcyLTCiRORRYGs6BT8nhem8X_MfSxV43VbSurk3r_DJqzACEnCkc0YM_6Ltfhna4TqOUKAAkjBRbUzb4GIMrdReqxoSVRtCjbv2tW4PUo2496h5CuA4NvoKpi_8zv17EvwDLdoDb</addsrcrecordid><sourcetype>Aggregation Database</sourcetype><iscdi>true</iscdi><recordtype>article</recordtype><pqid>1771400700</pqid></control><display><type>article</type><title>The impact of total quality management on service company performance: evidence from Spain</title><source>Emerald Journals</source><creator>Psomas, Evangelos L ; Jaca, Carmen</creator><creatorcontrib>Psomas, Evangelos L ; Jaca, Carmen</creatorcontrib><description>Purpose
– The purpose of the paper is to explore the impact of total quality management (TQM) factors on performance dimensions of service companies.
Design/methodology/approach
– A research project was designed in the Spanish services sector. Companies that had already participated in activities with regard to business excellence were randomly selected and approached through a structured questionnaire, yielding a sample of 151 responding companies. By analyzing TQM implementation and company performance through the exploratory factor analysis, specific TQM factors and performance dimensions are extracted. The TQM factors that significantly influence the performance dimensions are determined through multiple linear regression analyses.
Findings
– According to the findings, the factors describing TQM implementation in service companies concern quality practices of top management, employee quality management, process management, employee knowledge and education and customer focus. Similarly, the performance dimensions revealed concern financial performance, operational performance, customer satisfaction and product/service quality performance. The TQM factors concerning customers, employees and top management significantly affect the performance dimensions.
Research limitations/implications
– The subjective data were collected from quality managers of a small-sized sample of companies operating in a European Union country and belonging to different services sub-sectors. Based on these limitations, future research studies are recommended.
Practical implications
– By focussing on specific TQM factors, a service company can improve its performance dimensions. In doing so, it can lay the foundations not only to survive but to be competitive in the current global scenario that is characterized by an economic downturn.
Originality/value
– This paper describes a reliable TQM model that can be implemented in the services sector and a means by which a service company can improve its performance.</description><identifier>ISSN: 0265-671X</identifier><identifier>EISSN: 1758-6682</identifier><identifier>DOI: 10.1108/IJQRM-07-2014-0090</identifier><language>eng</language><publisher>Bradford: Emerald Group Publishing Limited</publisher><subject>Competition ; Competitive advantage ; Customer satisfaction ; Customer services ; Design analysis ; Economics ; Employees ; Empowerment ; Food ; Industrial engineering ; ISO standards ; Knowledge management ; Leadership ; Literature reviews ; Management ; Management science & operations ; Manufacturing ; Mathematical models ; Operations management ; Performance enhancement ; Quality ; Quality control & reliability ; Quality management ; Quality management/systems ; Safety management ; Strategic planning ; Teamwork ; Total quality ; Total quality management ; Training</subject><ispartof>The International journal of quality & reliability management, 2016-03, Vol.33 (3), p.380-398</ispartof><rights>Emerald Group Publishing Limited</rights><rights>Emerald Group Publishing Limited 2016</rights><lds50>peer_reviewed</lds50><woscitedreferencessubscribed>false</woscitedreferencessubscribed><citedby>FETCH-LOGICAL-c430t-74d0131bcb3fb6abc9b96527a2d07e07992f0339c4261967bd84948e141fa3303</citedby><cites>FETCH-LOGICAL-c430t-74d0131bcb3fb6abc9b96527a2d07e07992f0339c4261967bd84948e141fa3303</cites></display><links><openurl>$$Topenurl_article</openurl><openurlfulltext>$$Topenurlfull_article</openurlfulltext><thumbnail>$$Tsyndetics_thumb_exl</thumbnail><linktopdf>$$Uhttps://www.emerald.com/insight/content/doi/10.1108/IJQRM-07-2014-0090/full/pdf$$EPDF$$P50$$Gemerald$$H</linktopdf><linktohtml>$$Uhttps://www.emerald.com/insight/content/doi/10.1108/IJQRM-07-2014-0090/full/html$$EHTML$$P50$$Gemerald$$H</linktohtml><link.rule.ids>314,776,780,961,11615,27903,27904,52665,52668</link.rule.ids></links><search><creatorcontrib>Psomas, Evangelos L</creatorcontrib><creatorcontrib>Jaca, Carmen</creatorcontrib><title>The impact of total quality management on service company performance: evidence from Spain</title><title>The International journal of quality & reliability management</title><description>Purpose
– The purpose of the paper is to explore the impact of total quality management (TQM) factors on performance dimensions of service companies.
Design/methodology/approach
– A research project was designed in the Spanish services sector. Companies that had already participated in activities with regard to business excellence were randomly selected and approached through a structured questionnaire, yielding a sample of 151 responding companies. By analyzing TQM implementation and company performance through the exploratory factor analysis, specific TQM factors and performance dimensions are extracted. The TQM factors that significantly influence the performance dimensions are determined through multiple linear regression analyses.
Findings
– According to the findings, the factors describing TQM implementation in service companies concern quality practices of top management, employee quality management, process management, employee knowledge and education and customer focus. Similarly, the performance dimensions revealed concern financial performance, operational performance, customer satisfaction and product/service quality performance. The TQM factors concerning customers, employees and top management significantly affect the performance dimensions.
Research limitations/implications
– The subjective data were collected from quality managers of a small-sized sample of companies operating in a European Union country and belonging to different services sub-sectors. Based on these limitations, future research studies are recommended.
Practical implications
– By focussing on specific TQM factors, a service company can improve its performance dimensions. In doing so, it can lay the foundations not only to survive but to be competitive in the current global scenario that is characterized by an economic downturn.
Originality/value
– This paper describes a reliable TQM model that can be implemented in the services sector and a means by which a service company can improve its performance.</description><subject>Competition</subject><subject>Competitive advantage</subject><subject>Customer satisfaction</subject><subject>Customer services</subject><subject>Design analysis</subject><subject>Economics</subject><subject>Employees</subject><subject>Empowerment</subject><subject>Food</subject><subject>Industrial engineering</subject><subject>ISO standards</subject><subject>Knowledge management</subject><subject>Leadership</subject><subject>Literature reviews</subject><subject>Management</subject><subject>Management science & operations</subject><subject>Manufacturing</subject><subject>Mathematical models</subject><subject>Operations management</subject><subject>Performance enhancement</subject><subject>Quality</subject><subject>Quality control & reliability</subject><subject>Quality management</subject><subject>Quality management/systems</subject><subject>Safety management</subject><subject>Strategic planning</subject><subject>Teamwork</subject><subject>Total quality</subject><subject>Total quality management</subject><subject>Training</subject><issn>0265-671X</issn><issn>1758-6682</issn><fulltext>true</fulltext><rsrctype>article</rsrctype><creationdate>2016</creationdate><recordtype>article</recordtype><sourceid>AFKRA</sourceid><sourceid>BENPR</sourceid><sourceid>CCPQU</sourceid><sourceid>DWQXO</sourceid><recordid>eNptkU1LxDAQhoMouK7-AU8BL16qM0m2abyJ-LGiiLqCeAlpmmqlbWrSFfbf27peFE8zMM87DM8Qso9whAjZ8fz6_uE2AZkwQJEAKNggE5SzLEnTjG2SCbB0lqQSn7fJTozvAMAQ2YS8LN4crZrO2J76kva-NzX9WJq66le0Ma15dY1rh1lLowuflXXU-gFvV7RzofRhYKw7oe6zKtzQ0TL4hj52pmp3yVZp6uj2fuqUPF2cL86ukpu7y_nZ6U1iBYc-kaIA5JjbnJd5anKrcpXOmDSsAOlAKsVK4FxZwVJUqcyLTCiRORRYGs6BT8nhem8X_MfSxV43VbSurk3r_DJqzACEnCkc0YM_6Ltfhna4TqOUKAAkjBRbUzb4GIMrdReqxoSVRtCjbv2tW4PUo2496h5CuA4NvoKpi_8zv17EvwDLdoDb</recordid><startdate>20160307</startdate><enddate>20160307</enddate><creator>Psomas, Evangelos L</creator><creator>Jaca, Carmen</creator><general>Emerald Group Publishing Limited</general><scope>AAYXX</scope><scope>CITATION</scope><scope>0U~</scope><scope>1-H</scope><scope>7TA</scope><scope>7WY</scope><scope>7WZ</scope><scope>7XB</scope><scope>8AO</scope><scope>8FD</scope><scope>8FE</scope><scope>8FG</scope><scope>8FI</scope><scope>ABJCF</scope><scope>AFKRA</scope><scope>BENPR</scope><scope>BEZIV</scope><scope>BGLVJ</scope><scope>CCPQU</scope><scope>DWQXO</scope><scope>FYUFA</scope><scope>F~G</scope><scope>HCIFZ</scope><scope>JG9</scope><scope>K6~</scope><scope>K8~</scope><scope>L.-</scope><scope>L.0</scope><scope>L6V</scope><scope>M0C</scope><scope>M0T</scope><scope>M2T</scope><scope>M7S</scope><scope>PQBIZ</scope><scope>PQEST</scope><scope>PQQKQ</scope><scope>PQUKI</scope><scope>PTHSS</scope><scope>Q9U</scope></search><sort><creationdate>20160307</creationdate><title>The impact of total quality management on service company performance: evidence from Spain</title><author>Psomas, Evangelos L ; Jaca, Carmen</author></sort><facets><frbrtype>5</frbrtype><frbrgroupid>cdi_FETCH-LOGICAL-c430t-74d0131bcb3fb6abc9b96527a2d07e07992f0339c4261967bd84948e141fa3303</frbrgroupid><rsrctype>articles</rsrctype><prefilter>articles</prefilter><language>eng</language><creationdate>2016</creationdate><topic>Competition</topic><topic>Competitive advantage</topic><topic>Customer satisfaction</topic><topic>Customer services</topic><topic>Design analysis</topic><topic>Economics</topic><topic>Employees</topic><topic>Empowerment</topic><topic>Food</topic><topic>Industrial engineering</topic><topic>ISO standards</topic><topic>Knowledge management</topic><topic>Leadership</topic><topic>Literature reviews</topic><topic>Management</topic><topic>Management science & operations</topic><topic>Manufacturing</topic><topic>Mathematical models</topic><topic>Operations management</topic><topic>Performance enhancement</topic><topic>Quality</topic><topic>Quality control & reliability</topic><topic>Quality management</topic><topic>Quality management/systems</topic><topic>Safety management</topic><topic>Strategic planning</topic><topic>Teamwork</topic><topic>Total quality</topic><topic>Total quality management</topic><topic>Training</topic><toplevel>peer_reviewed</toplevel><toplevel>online_resources</toplevel><creatorcontrib>Psomas, Evangelos L</creatorcontrib><creatorcontrib>Jaca, Carmen</creatorcontrib><collection>CrossRef</collection><collection>Global News & ABI/Inform Professional</collection><collection>Trade PRO</collection><collection>Materials Business File</collection><collection>ABI/INFORM Collection</collection><collection>ABI/INFORM Global (PDF only)</collection><collection>ProQuest Central (purchase pre-March 2016)</collection><collection>ProQuest Pharma Collection</collection><collection>Technology Research Database</collection><collection>ProQuest SciTech Collection</collection><collection>ProQuest Technology Collection</collection><collection>Hospital Premium Collection</collection><collection>Materials Science & Engineering Collection</collection><collection>ProQuest Central UK/Ireland</collection><collection>ProQuest Central</collection><collection>Business Premium Collection</collection><collection>Technology Collection</collection><collection>ProQuest One Community College</collection><collection>ProQuest Central Korea</collection><collection>Health Research Premium Collection</collection><collection>ABI/INFORM Global (Corporate)</collection><collection>SciTech Premium Collection</collection><collection>Materials Research Database</collection><collection>ProQuest Business Collection</collection><collection>DELNET Management Collection</collection><collection>ABI/INFORM Professional Advanced</collection><collection>ABI/INFORM Professional Standard</collection><collection>ProQuest Engineering Collection</collection><collection>ABI/INFORM Global</collection><collection>Healthcare Administration Database</collection><collection>Telecommunications Database</collection><collection>Engineering Database</collection><collection>ProQuest One Business</collection><collection>ProQuest One Academic Eastern Edition (DO NOT USE)</collection><collection>ProQuest One Academic</collection><collection>ProQuest One Academic UKI Edition</collection><collection>Engineering Collection</collection><collection>ProQuest Central Basic</collection><jtitle>The International journal of quality & reliability management</jtitle></facets><delivery><delcategory>Remote Search Resource</delcategory><fulltext>fulltext</fulltext></delivery><addata><au>Psomas, Evangelos L</au><au>Jaca, Carmen</au><format>journal</format><genre>article</genre><ristype>JOUR</ristype><atitle>The impact of total quality management on service company performance: evidence from Spain</atitle><jtitle>The International journal of quality & reliability management</jtitle><date>2016-03-07</date><risdate>2016</risdate><volume>33</volume><issue>3</issue><spage>380</spage><epage>398</epage><pages>380-398</pages><issn>0265-671X</issn><eissn>1758-6682</eissn><abstract>Purpose
– The purpose of the paper is to explore the impact of total quality management (TQM) factors on performance dimensions of service companies.
Design/methodology/approach
– A research project was designed in the Spanish services sector. Companies that had already participated in activities with regard to business excellence were randomly selected and approached through a structured questionnaire, yielding a sample of 151 responding companies. By analyzing TQM implementation and company performance through the exploratory factor analysis, specific TQM factors and performance dimensions are extracted. The TQM factors that significantly influence the performance dimensions are determined through multiple linear regression analyses.
Findings
– According to the findings, the factors describing TQM implementation in service companies concern quality practices of top management, employee quality management, process management, employee knowledge and education and customer focus. Similarly, the performance dimensions revealed concern financial performance, operational performance, customer satisfaction and product/service quality performance. The TQM factors concerning customers, employees and top management significantly affect the performance dimensions.
Research limitations/implications
– The subjective data were collected from quality managers of a small-sized sample of companies operating in a European Union country and belonging to different services sub-sectors. Based on these limitations, future research studies are recommended.
Practical implications
– By focussing on specific TQM factors, a service company can improve its performance dimensions. In doing so, it can lay the foundations not only to survive but to be competitive in the current global scenario that is characterized by an economic downturn.
Originality/value
– This paper describes a reliable TQM model that can be implemented in the services sector and a means by which a service company can improve its performance.</abstract><cop>Bradford</cop><pub>Emerald Group Publishing Limited</pub><doi>10.1108/IJQRM-07-2014-0090</doi><tpages>19</tpages></addata></record> |
| fulltext | fulltext |
| identifier | ISSN: 0265-671X |
| ispartof | The International journal of quality & reliability management, 2016-03, Vol.33 (3), p.380-398 |
| issn | 0265-671X 1758-6682 |
| language | eng |
| recordid | cdi_emerald_primary_10_1108_IJQRM-07-2014-0090 |
| source | Emerald Journals |
| subjects | Competition Competitive advantage Customer satisfaction Customer services Design analysis Economics Employees Empowerment Food Industrial engineering ISO standards Knowledge management Leadership Literature reviews Management Management science & operations Manufacturing Mathematical models Operations management Performance enhancement Quality Quality control & reliability Quality management Quality management/systems Safety management Strategic planning Teamwork Total quality Total quality management Training |
| title | The impact of total quality management on service company performance: evidence from Spain |
| url | https://sfx.bib-bvb.de/sfx_tum?ctx_ver=Z39.88-2004&ctx_enc=info:ofi/enc:UTF-8&ctx_tim=2025-01-22T10%3A41%3A38IST&url_ver=Z39.88-2004&url_ctx_fmt=infofi/fmt:kev:mtx:ctx&rfr_id=info:sid/primo.exlibrisgroup.com:primo3-Article-proquest_emera&rft_val_fmt=info:ofi/fmt:kev:mtx:journal&rft.genre=article&rft.atitle=The%20impact%20of%20total%20quality%20management%20on%20service%20company%20performance:%20evidence%20from%20Spain&rft.jtitle=The%20International%20journal%20of%20quality%20&%20reliability%20management&rft.au=Psomas,%20Evangelos%20L&rft.date=2016-03-07&rft.volume=33&rft.issue=3&rft.spage=380&rft.epage=398&rft.pages=380-398&rft.issn=0265-671X&rft.eissn=1758-6682&rft_id=info:doi/10.1108/IJQRM-07-2014-0090&rft_dat=%3Cproquest_emera%3E3974610891%3C/proquest_emera%3E%3Curl%3E%3C/url%3E&disable_directlink=true&sfx.directlink=off&sfx.report_link=0&rft_id=info:oai/&rft_pqid=1771400700&rft_id=info:pmid/&rfr_iscdi=true |