Quality management as a driver of innovation in the service industry
This study identifies the combination of factors that lead to quality management reinforcing innovation capability as an organization’s strength. The results from 133 Spanish service organizations show that competitive strategy, manager’s motivation to adopt quality management, and customer orientat...
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| Veröffentlicht in: | Service business 2018-09, Vol.12 (3), p.505-524 |
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| creator | González-Cruz, Tomás Félix Roig-Tierno, Norat Botella-Carrubí, Dolores |
| description | This study identifies the combination of factors that lead to quality management reinforcing innovation capability as an organization’s strength. The results from 133 Spanish service organizations show that competitive strategy, manager’s motivation to adopt quality management, and customer orientation are the key factors that explain the presence of innovation capability as a firm’s strength. As some pioneering research points out, the impact of quality management on innovation depends mainly on managers’ interpretation of this management philosophy. When quality management focuses on discovering new customer needs and even new markets, it contributes to strengthen the organization’s innovation capability. |
| doi_str_mv | 10.1007/s11628-017-0360-7 |
| format | Article |
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| ispartof | Service business, 2018-09, Vol.12 (3), p.505-524 |
| issn | 1862-8516 1862-8508 |
| language | eng |
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| subjects | Business and Management Human Resource Management Innovations Management Organization theory Quality management S.I. : Innovation and Service-Dominant Logic Service industries |
| title | Quality management as a driver of innovation in the service industry |
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