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The role of quality practices in service organizations

Anders Gustafsson (Service Research Center, Karlstad University, Karlstad, Sweden)
Lars Nilsson (Service Research Center, Karlstad University, Karlstad, Sweden)
Michael D. Johnson (University of Michigan Business School, Ann Arbor, Michigan, USA)

International Journal of Service Industry Management

ISSN: 0956-4233

Article publication date: 1 May 2003

3963

Abstract

Many organizations use quality management to improve firm performance, but the results do not always come quickly. Research in the manufacturing sector has found that different organizational characteristics, such as firm size and the degree of capital intensity, influence the perceived benefits of quality management. Uses data from 281 firms that work with quality management to investigate the role of quality practices in service organizations. The results of our investigations support that the relationship between quality practices and business performance is dependent on firm size. In addition provides insight into how the business results are influenced by individual quality practices such as employee management, process orientation and customer orientation, depending on firm size.

Keywords

Citation

Gustafsson, A., Nilsson, L. and Johnson, M.D. (2003), "The role of quality practices in service organizations", International Journal of Service Industry Management, Vol. 14 No. 2, pp. 232-244. https://doi.org/10.1108/09564230310474183

Publisher

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MCB UP Ltd

Copyright © 2003, MCB UP Limited

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