The TQM JournalTable of Contents for The TQM Journal. List of articles from the current issue, including Just Accepted (EarlyCite)https://www.emerald.com/insight/publication/issn/1754-2731/vol/36/iss/9?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe TQM JournalEmerald Publishing LimitedThe TQM JournalThe TQM Journalhttps://www.emerald.com/insight/proxy/containerImg?link=/resource/publication/journal/976c564cfc44fcfaf3e1632cf4770158/urn:emeraldgroup.com:asset:id:binary:tqm.cover.jpghttps://www.emerald.com/insight/publication/issn/1754-2731/vol/36/iss/9?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestA multiple-case study on the adoption of customer relationship management and big data analytics in the automotive industryhttps://www.emerald.com/insight/content/doi/10.1108/TQM-05-2023-0137/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis paper aims at understanding how automotive firms integrate customer relationship management (CRM) tools and big data analytics (BDA) into their marketing strategies to enhance total quality management (TQM) after the coronavirus disease (COVID-19). A qualitative methodology based on a multiple-case study was adopted, involving the collection of 18 interviews with eight leading automotive firms and other companies responsible for their marketing and CRM activities. Results highlight that, through the adoption of CRM technology, automotive firms have developed best practices that positively impact business performance and TQM, thereby strengthening their digital culture. The challenges in the implementation of CRM and BDA are also discussed. The study suffers from limitations related to the findings' generalizability due to the restricted number of firms operating in a single industry involved in the sample. Findings suggest new relational approaches and opportunities for automotive companies deriving from the use of CRM and BDA under an overall customer-oriented approach. This research analyzes how CRM and BDA improve the marketing and TQM processes in the automotive industry, which is undergoing deep transformation in the current context of digital transformation.A multiple-case study on the adoption of customer relationship management and big data analytics in the automotive industry
Lala Hu, Angela Basiglio
The TQM Journal, Vol. 36, No. 9, pp.1-21

This paper aims at understanding how automotive firms integrate customer relationship management (CRM) tools and big data analytics (BDA) into their marketing strategies to enhance total quality management (TQM) after the coronavirus disease (COVID-19).

A qualitative methodology based on a multiple-case study was adopted, involving the collection of 18 interviews with eight leading automotive firms and other companies responsible for their marketing and CRM activities.

Results highlight that, through the adoption of CRM technology, automotive firms have developed best practices that positively impact business performance and TQM, thereby strengthening their digital culture. The challenges in the implementation of CRM and BDA are also discussed.

The study suffers from limitations related to the findings' generalizability due to the restricted number of firms operating in a single industry involved in the sample.

Findings suggest new relational approaches and opportunities for automotive companies deriving from the use of CRM and BDA under an overall customer-oriented approach.

This research analyzes how CRM and BDA improve the marketing and TQM processes in the automotive industry, which is undergoing deep transformation in the current context of digital transformation.

]]>
A multiple-case study on the adoption of customer relationship management and big data analytics in the automotive industry10.1108/TQM-05-2023-0137The TQM Journal2023-12-07© 2023 Lala Hu and Angela BasiglioLala HuAngela BasiglioThe TQM Journal3692023-12-0710.1108/TQM-05-2023-0137https://www.emerald.com/insight/content/doi/10.1108/TQM-05-2023-0137/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Lala Hu and Angela Basigliohttp://creativecommons.org/licences/by/4.0/legalcode
Exploring how to trigger the use of patient-reported information for quality improvement in multi-stakeholder governancehttps://www.emerald.com/insight/content/doi/10.1108/TQM-07-2023-0236/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestValue-based healthcare suggested using patient-reported information to complement the information available in the medical records and administrative healthcare data to provide insights into patients' perceptions of satisfaction, experience and self-reported outcomes. However, little attention has been devoted to questions about factors fostering the use of patient-reported information to create value at the system level. Action research design is carried out to elicit possible triggers using the case of patient-reported experience and outcome data for breast cancer women along their clinical pathway in the clinical breast network of Tuscany (Italy). The case shows that communication and engagement of multi-stakeholder representation are needed for making information actionable in a multi-level, multispecialty care pathway organized in a clinical network; moreover, political and managerial support from higher level governance is a stimulus for legitimizing the use for quality improvement. At the organizational level, an external facilitator disclosing and discussing real-world uses of collected data is a trigger to link measures to action. Also, clinical champion(s) and clear goals are key success factors. Nonetheless, resource munificent and dedicated information support tools together with education and learning routines are enabling factors. Current literature focuses on key factors that impact performance information use often considering unidimensional performance and internal sources of information. The use of patient/user-reported information is not yet well-studied especially in supporting quality improvement in multi-stakeholder governance. The work appears relevant for the implications it carries, especially for policymakers and public sector managers when confronting the gap in patient-reported measures for quality improvement.Exploring how to trigger the use of patient-reported information for quality improvement in multi-stakeholder governance
Francesca Ferrè
The TQM Journal, Vol. 36, No. 9, pp.22-39

Value-based healthcare suggested using patient-reported information to complement the information available in the medical records and administrative healthcare data to provide insights into patients' perceptions of satisfaction, experience and self-reported outcomes. However, little attention has been devoted to questions about factors fostering the use of patient-reported information to create value at the system level.

Action research design is carried out to elicit possible triggers using the case of patient-reported experience and outcome data for breast cancer women along their clinical pathway in the clinical breast network of Tuscany (Italy).

The case shows that communication and engagement of multi-stakeholder representation are needed for making information actionable in a multi-level, multispecialty care pathway organized in a clinical network; moreover, political and managerial support from higher level governance is a stimulus for legitimizing the use for quality improvement. At the organizational level, an external facilitator disclosing and discussing real-world uses of collected data is a trigger to link measures to action. Also, clinical champion(s) and clear goals are key success factors. Nonetheless, resource munificent and dedicated information support tools together with education and learning routines are enabling factors.

Current literature focuses on key factors that impact performance information use often considering unidimensional performance and internal sources of information. The use of patient/user-reported information is not yet well-studied especially in supporting quality improvement in multi-stakeholder governance. The work appears relevant for the implications it carries, especially for policymakers and public sector managers when confronting the gap in patient-reported measures for quality improvement.

]]>
Exploring how to trigger the use of patient-reported information for quality improvement in multi-stakeholder governance10.1108/TQM-07-2023-0236The TQM Journal2023-12-18© 2023 Francesca FerrèFrancesca FerrèThe TQM Journal3692023-12-1810.1108/TQM-07-2023-0236https://www.emerald.com/insight/content/doi/10.1108/TQM-07-2023-0236/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Francesca Ferrèhttp://creativecommons.org/licences/by/4.0/legalcode
Actual and perceived gaps in the supply and demand for marketing and communication services: an empirical analysis of the province of Bergamohttps://www.emerald.com/insight/content/doi/10.1108/TQM-08-2023-0259/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe purpose of the paper is to analyze the supply and demand of marketing and communication consulting services and evaluate actual and perceived gaps. The paper uses two different datasets to assess the gap. The supply database comes from desk research carried out in the province of Bergamo (n. 159 consulting agencies). The demand dates are the results of 100 structured interviews with local companies that requested marketing and communication consulting services both inside and outside the province. Findings show that there is no significant shortage in local service supply. Nonetheless, a limited gap exists between the provision of specific services and their overall quality. Conversely, the perceived gap is wider, leading to an impression of scarce availability – a notion disproven by the analysis of the actual supply. The study suggests that local agencies may overcome their “myopic” attitude and need to increase their visibility, competencies and expertise by investing in these areas and improving networking. There are no previous studies that compare the supply and demand for marketing and communication consulting services. The paper also provides insights into actual and perceived gaps in a hypercompetitive environment.Actual and perceived gaps in the supply and demand for marketing and communication services: an empirical analysis of the province of Bergamo
Mauro Cavallone, Andrea Pozzi, Philipp Wassler, Rocco Palumbo
The TQM Journal, Vol. 36, No. 9, pp.40-52

The purpose of the paper is to analyze the supply and demand of marketing and communication consulting services and evaluate actual and perceived gaps.

The paper uses two different datasets to assess the gap. The supply database comes from desk research carried out in the province of Bergamo (n. 159 consulting agencies). The demand dates are the results of 100 structured interviews with local companies that requested marketing and communication consulting services both inside and outside the province.

Findings show that there is no significant shortage in local service supply. Nonetheless, a limited gap exists between the provision of specific services and their overall quality. Conversely, the perceived gap is wider, leading to an impression of scarce availability – a notion disproven by the analysis of the actual supply.

The study suggests that local agencies may overcome their “myopic” attitude and need to increase their visibility, competencies and expertise by investing in these areas and improving networking.

There are no previous studies that compare the supply and demand for marketing and communication consulting services. The paper also provides insights into actual and perceived gaps in a hypercompetitive environment.

]]>
Actual and perceived gaps in the supply and demand for marketing and communication services: an empirical analysis of the province of Bergamo10.1108/TQM-08-2023-0259The TQM Journal2024-01-29© 2024 Mauro Cavallone, Andrea Pozzi, Philipp Wassler and Rocco PalumboMauro CavalloneAndrea PozziPhilipp WasslerRocco PalumboThe TQM Journal3692024-01-2910.1108/TQM-08-2023-0259https://www.emerald.com/insight/content/doi/10.1108/TQM-08-2023-0259/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Mauro Cavallone, Andrea Pozzi, Philipp Wassler and Rocco Palumbohttp://creativecommons.org/licences/by/4.0/legalcode
On tasks and soft skills in operations and supply chain management: analysis and evidence from the O*NET databasehttps://www.emerald.com/insight/content/doi/10.1108/TQM-04-2023-0104/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe purpose of the study is to identify the soft skills and abilities that are crucial to success in the fields of operations management (OM) and supply chain management (SCM), using the O*NET database and the classification of a set of professional figures integrating values for task skills and abilities needed to operate successfully in these professions. The study used the O*NET database to identify the soft skills and abilities required for success in OM and SCM industries. Correlation analysis was conducted to determine the tasks required for the job roles and their characteristics in terms of abilities and soft skills. ANOVA analysis was used to validate the findings. The study aims to help companies define specific assessments and tests for OM and SCM roles to measure individual attitudes and correlate them with the job position. As a result of the work, a set of soft skills and abilities was defined that allow, through correlation analysis, to explain a large number of activities required to work in the operations and SCM (OSCM) environment. The work is inherently affected by the database used for the professional figures mapped and the scores that are attributed within O*NET to the analyzed elements. The information resulting from this study can help companies develop specific assessments and tests for the roles of OM and SCM to measure individual attitudes and correlate them with the requirements of the job position. The study aims to address the need to identify soft skills in the human sphere and determine which of them have the most significant impact on the OM and SCM professions. The originality of this study lies in its approach to identify the set of soft skills and abilities that determine success in the OM and SCM industries. The study used the O*NET database to correlate the tasks required for specific job roles with their corresponding soft skills and abilities. Furthermore, the study used ANOVA analysis to validate the findings in other sectors mapped by the same database. The identified soft skills and abilities can help companies develop specific assessments and tests for OM and SCM roles to measure individual attitudes and correlate them with the requirements of the job position. In addressing the necessity for enhanced clarity in the domain of human factor, this study contributes to identifying key success factors. Subsequent research can further investigate their practical application within companies to formulate targeted growth strategies and make appropriate resource selections for vacant positions.On tasks and soft skills in operations and supply chain management: analysis and evidence from the O*NET database
Italo Cesidio Fantozzi, Sebastiano Di Luozzo, Massimiliano Maria Schiraldi
The TQM Journal, Vol. 36, No. 9, pp.53-74

The purpose of the study is to identify the soft skills and abilities that are crucial to success in the fields of operations management (OM) and supply chain management (SCM), using the O*NET database and the classification of a set of professional figures integrating values for task skills and abilities needed to operate successfully in these professions.

The study used the O*NET database to identify the soft skills and abilities required for success in OM and SCM industries. Correlation analysis was conducted to determine the tasks required for the job roles and their characteristics in terms of abilities and soft skills. ANOVA analysis was used to validate the findings. The study aims to help companies define specific assessments and tests for OM and SCM roles to measure individual attitudes and correlate them with the job position.

As a result of the work, a set of soft skills and abilities was defined that allow, through correlation analysis, to explain a large number of activities required to work in the operations and SCM (OSCM) environment.

The work is inherently affected by the database used for the professional figures mapped and the scores that are attributed within O*NET to the analyzed elements.

The information resulting from this study can help companies develop specific assessments and tests for the roles of OM and SCM to measure individual attitudes and correlate them with the requirements of the job position. The study aims to address the need to identify soft skills in the human sphere and determine which of them have the most significant impact on the OM and SCM professions.

The originality of this study lies in its approach to identify the set of soft skills and abilities that determine success in the OM and SCM industries. The study used the O*NET database to correlate the tasks required for specific job roles with their corresponding soft skills and abilities. Furthermore, the study used ANOVA analysis to validate the findings in other sectors mapped by the same database. The identified soft skills and abilities can help companies develop specific assessments and tests for OM and SCM roles to measure individual attitudes and correlate them with the requirements of the job position. In addressing the necessity for enhanced clarity in the domain of human factor, this study contributes to identifying key success factors. Subsequent research can further investigate their practical application within companies to formulate targeted growth strategies and make appropriate resource selections for vacant positions.

]]>
On tasks and soft skills in operations and supply chain management: analysis and evidence from the O*NET database10.1108/TQM-04-2023-0104The TQM Journal2024-02-06© 2024 Italo Cesidio Fantozzi, Sebastiano Di Luozzo and Massimiliano Maria SchiraldiItalo Cesidio FantozziSebastiano Di LuozzoMassimiliano Maria SchiraldiThe TQM Journal3692024-02-0610.1108/TQM-04-2023-0104https://www.emerald.com/insight/content/doi/10.1108/TQM-04-2023-0104/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Italo Cesidio Fantozzi, Sebastiano Di Luozzo and Massimiliano Maria Schiraldihttp://creativecommons.org/licences/by/4.0/legalcode
Innovation diffusion in tourism: how information about blockchain is exchanged and characterized on twitterhttps://www.emerald.com/insight/content/doi/10.1108/TQM-01-2020-0016/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestTechnological innovations provide huge opportunities to expand and revolutionize the scope of products and services offered. This is particularly true for tourism, which is undergoing significant changes due to the development of new technologies. The level of technology diffusion depends on several factors like the exchange of information among peers, and the attitude and shared perception among the contributors. The aim of the study is to explore the diffusion of technology in tourism with a specific focus on the social media discourse around new technologies. Thus, the paper investigates the level of interest in these new technologies analysing the information exchange occurring between individuals on Twitter in order to explore the influence of reciprocal networking. To capture the attitudes expressed in the industry, the study analyses the ongoing discourse on Twitter as a proxy for the participants “interest in new technologies. Through a social network analysis of the tweets and retweets conducted over a period of nine months, the research maps the level of information exchange about the diffusion of new technologies. Moreover, the sentiment analysis provides an interesting overview of the individuals” attitudes towards the awareness or the adoption of new technologies. Our analysis has provided several insights: (1) the information network on blockchain in tourism consists of participants who change very quickly over time (high turnover of accounts); (2) some contributors have an extremely important role in influencing the flow of information in the system (information centralization), they can have a generalist (discussing several topics) or a specialist (focusing on a specific topic) behaviour and this strategic choice influences their network's structure; (3) these central nodes also have an impact on the definition of positive and negative sentiment towards a topic (sentiment influencer). The paper contributes to the literature on technology diffusion, by focusing on one of the preconditions of diffusion that is the shared positive attitude towards technological innovation. More specifically, we adopt a network-based approach, which is useful to explain the level of information exchange and the public discourse that can impact the shared perception and attitude towards technological innovation. The study also highlights the role of knowledge brokers in influencing this public discourse. Future studies can deepen the association between positive perception, higher levels of information exchange and increasing usage of specific technologies. Our results also suggest further exploring the opportunity to combine social media data and other sources of information to shed more light on the technological innovation diffusion processes. This paper shows how practitioners can benefit from the analysis of information exchange about new technologies in tourism adopting a network perspective with the aim of understanding the level of influence among contributors. Moreover, the increasing interest in blockchain technology and the potential combination between social media data and other sources of information can offer promising insights. The present study explores the level of technology diffusion through the analysis of information exchange on social media (Twitter). Furthermore, the dynamics of individual user behaviour offers a better understanding about media effects. While previous research is focused on the users' perception towards the development of new technologies in tourism, the aim of this study is to investigate the dynamics behind the level of diffusion of information and awareness about these new technologies, which still represents an unexplored area of research.Innovation diffusion in tourism: how information about blockchain is exchanged and characterized on twitter
Francesco Bolici, Chiara Acciarini, Lucia Marchegiani, Luca Pirolo
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

Technological innovations provide huge opportunities to expand and revolutionize the scope of products and services offered. This is particularly true for tourism, which is undergoing significant changes due to the development of new technologies. The level of technology diffusion depends on several factors like the exchange of information among peers, and the attitude and shared perception among the contributors. The aim of the study is to explore the diffusion of technology in tourism with a specific focus on the social media discourse around new technologies. Thus, the paper investigates the level of interest in these new technologies analysing the information exchange occurring between individuals on Twitter in order to explore the influence of reciprocal networking.

To capture the attitudes expressed in the industry, the study analyses the ongoing discourse on Twitter as a proxy for the participants “interest in new technologies. Through a social network analysis of the tweets and retweets conducted over a period of nine months, the research maps the level of information exchange about the diffusion of new technologies. Moreover, the sentiment analysis provides an interesting overview of the individuals” attitudes towards the awareness or the adoption of new technologies.

Our analysis has provided several insights: (1) the information network on blockchain in tourism consists of participants who change very quickly over time (high turnover of accounts); (2) some contributors have an extremely important role in influencing the flow of information in the system (information centralization), they can have a generalist (discussing several topics) or a specialist (focusing on a specific topic) behaviour and this strategic choice influences their network's structure; (3) these central nodes also have an impact on the definition of positive and negative sentiment towards a topic (sentiment influencer).

The paper contributes to the literature on technology diffusion, by focusing on one of the preconditions of diffusion that is the shared positive attitude towards technological innovation. More specifically, we adopt a network-based approach, which is useful to explain the level of information exchange and the public discourse that can impact the shared perception and attitude towards technological innovation. The study also highlights the role of knowledge brokers in influencing this public discourse. Future studies can deepen the association between positive perception, higher levels of information exchange and increasing usage of specific technologies. Our results also suggest further exploring the opportunity to combine social media data and other sources of information to shed more light on the technological innovation diffusion processes.

This paper shows how practitioners can benefit from the analysis of information exchange about new technologies in tourism adopting a network perspective with the aim of understanding the level of influence among contributors. Moreover, the increasing interest in blockchain technology and the potential combination between social media data and other sources of information can offer promising insights.

The present study explores the level of technology diffusion through the analysis of information exchange on social media (Twitter). Furthermore, the dynamics of individual user behaviour offers a better understanding about media effects.

While previous research is focused on the users' perception towards the development of new technologies in tourism, the aim of this study is to investigate the dynamics behind the level of diffusion of information and awareness about these new technologies, which still represents an unexplored area of research.

]]>
Innovation diffusion in tourism: how information about blockchain is exchanged and characterized on twitter10.1108/TQM-01-2020-0016The TQM Journal2020-07-06© 2020 Francesco Bolici, Chiara Acciarini, Lucia Marchegiani and Luca PiroloFrancesco BoliciChiara AcciariniLucia MarchegianiLuca PiroloThe TQM Journalahead-of-printahead-of-print2020-07-0610.1108/TQM-01-2020-0016https://www.emerald.com/insight/content/doi/10.1108/TQM-01-2020-0016/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2020 Francesco Bolici, Chiara Acciarini, Lucia Marchegiani and Luca Pirolohttp://creativecommons.org/licences/by/4.0/legalcode
Smart customer experience, customer gratitude, P-WOM and continuance intentions to adopt smart banking services: the moderating role of technology readinesshttps://www.emerald.com/insight/content/doi/10.1108/TQM-01-2023-0006/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestSmart banking services (SBS) are critical for developing countries to achieve developmental goals. The success of SBS is dependent on the considerable perceived customer experience of provided services. Based on technology adoption studies, this study aims to model smart customer experience (SCE) outcomes by investigating the relationships between SCE, customer gratitude, continuance intentions and positive word-of-mouth (P-WOM). The current research included 384 bank clients as participants. The data were analyzed using partial least squares structural equation modeling (PLS-SEM). According to the findings, SCE directly increases customer gratitude, continuance intention to adopt smart services and P-WOM. Customer gratitude enhances continuance intentions and P-WOM. Additionally, customer gratitude mediates the relationship between SCE, continuance intention and P-WOM. Finally, the findings revealed that customer innovativeness and optimism play a substantial moderating impact among the variables studied. This is the first research to include all of these variables. Furthermore, to the best of the authors' knowledge, this is the first empirical study of these linkages in the banking sector of emerging nations.Smart customer experience, customer gratitude, P-WOM and continuance intentions to adopt smart banking services: the moderating role of technology readiness
Mohamed A. Khashan, Mohamed M. Elsotouhy, Mohamed A. Ghonim, Thamir Hamad Alasker
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

Smart banking services (SBS) are critical for developing countries to achieve developmental goals. The success of SBS is dependent on the considerable perceived customer experience of provided services. Based on technology adoption studies, this study aims to model smart customer experience (SCE) outcomes by investigating the relationships between SCE, customer gratitude, continuance intentions and positive word-of-mouth (P-WOM).

The current research included 384 bank clients as participants. The data were analyzed using partial least squares structural equation modeling (PLS-SEM).

According to the findings, SCE directly increases customer gratitude, continuance intention to adopt smart services and P-WOM. Customer gratitude enhances continuance intentions and P-WOM. Additionally, customer gratitude mediates the relationship between SCE, continuance intention and P-WOM. Finally, the findings revealed that customer innovativeness and optimism play a substantial moderating impact among the variables studied.

This is the first research to include all of these variables. Furthermore, to the best of the authors' knowledge, this is the first empirical study of these linkages in the banking sector of emerging nations.

]]>
Smart customer experience, customer gratitude, P-WOM and continuance intentions to adopt smart banking services: the moderating role of technology readiness10.1108/TQM-01-2023-0006The TQM Journal2023-06-20© 2023 Emerald Publishing LimitedMohamed A. KhashanMohamed M. ElsotouhyMohamed A. GhonimThamir Hamad AlaskerThe TQM Journalahead-of-printahead-of-print2023-06-2010.1108/TQM-01-2023-0006https://www.emerald.com/insight/content/doi/10.1108/TQM-01-2023-0006/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Defining lean experts' roles and behavioral competencies during lean adoption: a case study of Groupe PSAhttps://www.emerald.com/insight/content/doi/10.1108/TQM-01-2023-0011/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestPrevious research has managed to clearly define lean technical competencies. However, the behavioral competencies remain underestimated, and the roles of lean experts are not clearly stated: are they teachers, facilitators or technical experts? The present paper investigates lean behavioral competencies and their relationship to lean experts' roles. This article serves as an exploratory study built on interviews, observations and focus groups conducted during a three-year longitudinal study accompanied by a three-year follow-up. The case takes place in an international automotive company in partnership with Toyota in which lean adoption was part of a consistent strategy over a period of 20 years. The study clarifies lean behavioral competencies related to organizational efficiency (nominal management, improvement management and respect for people) and relational efficiency (problem resolution, competencies development and systemic interactions). The study helped create a typology of lean experts' roles related to the maturity level of the environment in which they intervened. Moreover, Lean experts' roles in congruence with the environment seem to positively influence the creation of emerging human relationships that are beneficial to process improvement and competencies development. This paper is the first to clarify behavioral competencies with respect to lean experts' roles and to study the temporality of the introduction of lean practices. The findings recommend that researchers better acknowledge the influence of lean behavioral competencies during lean adoption and their relationship to contextual factors and organizational performance. A practical methodology is proposed to measure the necessary behavioral adjustments of lean experts or employees.Defining lean experts' roles and behavioral competencies during lean adoption: a case study of Groupe PSA
Florian Magnani, Ali Siadat, Emmanuel Caillaud, Olivier Gaudichau
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

Previous research has managed to clearly define lean technical competencies. However, the behavioral competencies remain underestimated, and the roles of lean experts are not clearly stated: are they teachers, facilitators or technical experts? The present paper investigates lean behavioral competencies and their relationship to lean experts' roles.

This article serves as an exploratory study built on interviews, observations and focus groups conducted during a three-year longitudinal study accompanied by a three-year follow-up. The case takes place in an international automotive company in partnership with Toyota in which lean adoption was part of a consistent strategy over a period of 20 years.

The study clarifies lean behavioral competencies related to organizational efficiency (nominal management, improvement management and respect for people) and relational efficiency (problem resolution, competencies development and systemic interactions). The study helped create a typology of lean experts' roles related to the maturity level of the environment in which they intervened. Moreover, Lean experts' roles in congruence with the environment seem to positively influence the creation of emerging human relationships that are beneficial to process improvement and competencies development.

This paper is the first to clarify behavioral competencies with respect to lean experts' roles and to study the temporality of the introduction of lean practices. The findings recommend that researchers better acknowledge the influence of lean behavioral competencies during lean adoption and their relationship to contextual factors and organizational performance. A practical methodology is proposed to measure the necessary behavioral adjustments of lean experts or employees.

]]>
Defining lean experts' roles and behavioral competencies during lean adoption: a case study of Groupe PSA10.1108/TQM-01-2023-0011The TQM Journal2023-04-18© 2023 Emerald Publishing LimitedFlorian MagnaniAli SiadatEmmanuel CaillaudOlivier GaudichauThe TQM Journalahead-of-printahead-of-print2023-04-1810.1108/TQM-01-2023-0011https://www.emerald.com/insight/content/doi/10.1108/TQM-01-2023-0011/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
A path causal model of the effect of TQM practices on teachers' job satisfaction in schools in Qatarhttps://www.emerald.com/insight/content/doi/10.1108/TQM-01-2023-0012/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to examine the relationship between TQM practices and teachers' job satisfaction in Qatar, visualizing this relationship through a path causal model. A cross-sectional survey from different schools in Qatar was conducted, using a questionnaire administered to 359 teachers. Factor analysis was used to establish the construct validity of the questionnaire, using two statistical tests: Kaiser-Meyer-Olkin (KMO) measure of sampling adequacy, and Bartlett's test of sphericity. The TQM practices measured were information, professional development, teachers' involvement in decision-making, teamwork and salary. Regression analyses showed that only four of the five constructs were significant in predicting teachers' job satisfaction. The path causal model's results revealed that each explanatory variable's direct effect was strengthened via the effect of the other independent variables. Teachers who are highly satisfied with their jobs are willing to give their best. This study proposes a conceptual causal model for TQM adoption in the Qatar educational system. The proposed causal model will help policymakers and decision-makers in Qatari schools to draw strategies based on the antecedents and consequences of teachers' involvement in decision-making. Empirically, this article has employed the concepts of TQM and job satisfaction to construct a causal model, demonstrating the effect of TQM practices on teachers' job satisfaction in schools in Qatar, thus bridging the gap between the two fields. To the best of the researcher's knowledge, no prior studies have examined this relationship within Qatari schools.A path causal model of the effect of TQM practices on teachers' job satisfaction in schools in Qatar
Rima Charbaji El-Kassem
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims to examine the relationship between TQM practices and teachers' job satisfaction in Qatar, visualizing this relationship through a path causal model.

A cross-sectional survey from different schools in Qatar was conducted, using a questionnaire administered to 359 teachers. Factor analysis was used to establish the construct validity of the questionnaire, using two statistical tests: Kaiser-Meyer-Olkin (KMO) measure of sampling adequacy, and Bartlett's test of sphericity.

The TQM practices measured were information, professional development, teachers' involvement in decision-making, teamwork and salary. Regression analyses showed that only four of the five constructs were significant in predicting teachers' job satisfaction. The path causal model's results revealed that each explanatory variable's direct effect was strengthened via the effect of the other independent variables.

Teachers who are highly satisfied with their jobs are willing to give their best. This study proposes a conceptual causal model for TQM adoption in the Qatar educational system. The proposed causal model will help policymakers and decision-makers in Qatari schools to draw strategies based on the antecedents and consequences of teachers' involvement in decision-making.

Empirically, this article has employed the concepts of TQM and job satisfaction to construct a causal model, demonstrating the effect of TQM practices on teachers' job satisfaction in schools in Qatar, thus bridging the gap between the two fields. To the best of the researcher's knowledge, no prior studies have examined this relationship within Qatari schools.

]]>
A path causal model of the effect of TQM practices on teachers' job satisfaction in schools in Qatar10.1108/TQM-01-2023-0012The TQM Journal2023-05-19© 2023 Emerald Publishing LimitedRima Charbaji El-KassemThe TQM Journalahead-of-printahead-of-print2023-05-1910.1108/TQM-01-2023-0012https://www.emerald.com/insight/content/doi/10.1108/TQM-01-2023-0012/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Achieving operational resilience through kaizen practice: a case in a commercial livestock farm in Nigeriahttps://www.emerald.com/insight/content/doi/10.1108/TQM-01-2023-0013/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study is focused on achieving operational resilience through the practices of kaizen across the operational structure. The research is based on a case study of a commercial livestock farm in Nigeria. The study views the practice of kaizen from the perspective of the commitment of the members of the case study organisation who are directly involved with the operations of the organisation. The study applies a qualitative approach to explore the topic, engaging members of the case study organisation in the research to gather relevant data on the implementation of kaizen practices and the drive to attain resilience in the case study organisation. Semi-structured personal interviews and workshops were used for data collection. The study adopts systems theory to explore the topic, identifying and engaging relevant stakeholders. Parts of the findings relating to kaizen are the issues with the livestock production process, aggressive leadership and the issue of livestock mortality in the case study organisation. These were discussed based on extant literature. The study affirms the importance of organisational members' commitment and adequate leadership support to achieve sustainable kaizen practices. The study highlights the need to align kaizen practices with relevant organisational practices, such as reward systems and contextual requirements for its implementation in an operational process. The study suggests that further study can focus on the dynamics of the legal system on the implementation of kaizen, especially from a developing economic background like Nigeria, where this study was conducted. The study projects learning about the spatial factors that can affect the practices of kaizen in critical sectors like livestock management.Achieving operational resilience through kaizen practice: a case in a commercial livestock farm in Nigeria
Daniel E. Ufua, Muktar Itai, Ajay Kumar, Mamdouh Abdulaziz Saleh Al-Faryan
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study is focused on achieving operational resilience through the practices of kaizen across the operational structure. The research is based on a case study of a commercial livestock farm in Nigeria. The study views the practice of kaizen from the perspective of the commitment of the members of the case study organisation who are directly involved with the operations of the organisation.

The study applies a qualitative approach to explore the topic, engaging members of the case study organisation in the research to gather relevant data on the implementation of kaizen practices and the drive to attain resilience in the case study organisation. Semi-structured personal interviews and workshops were used for data collection. The study adopts systems theory to explore the topic, identifying and engaging relevant stakeholders.

Parts of the findings relating to kaizen are the issues with the livestock production process, aggressive leadership and the issue of livestock mortality in the case study organisation. These were discussed based on extant literature. The study affirms the importance of organisational members' commitment and adequate leadership support to achieve sustainable kaizen practices. The study highlights the need to align kaizen practices with relevant organisational practices, such as reward systems and contextual requirements for its implementation in an operational process. The study suggests that further study can focus on the dynamics of the legal system on the implementation of kaizen, especially from a developing economic background like Nigeria, where this study was conducted.

The study projects learning about the spatial factors that can affect the practices of kaizen in critical sectors like livestock management.

]]>
Achieving operational resilience through kaizen practice: a case in a commercial livestock farm in Nigeria10.1108/TQM-01-2023-0013The TQM Journal2023-05-08© 2023 Emerald Publishing LimitedDaniel E. UfuaMuktar ItaiAjay KumarMamdouh Abdulaziz Saleh Al-FaryanThe TQM Journalahead-of-printahead-of-print2023-05-0810.1108/TQM-01-2023-0013https://www.emerald.com/insight/content/doi/10.1108/TQM-01-2023-0013/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Investigating the quality of the relationship, supply risk mitigation on medium and large-sized manufacturing firms' supply chain performance in the developing countries: the moderating effect of supplier involvementhttps://www.emerald.com/insight/content/doi/10.1108/TQM-01-2023-0014/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestDue to the current volatile environment and fierce competition, manufacturing firms (MFs) must improve their performance to survive. In this regard, checking and monitoring the suppliers' risk should significantly improve the performance of MFs. In addition, a relation based on not being an opportunist, confidence and reliance are influential factors in reducing the supplier defaults on his/her supply obligations and improving supply chain performance (SCP). Besides, the moderator function of supplier involvement (SI) in the relationship between quality of the relationship (QoR) and supply risk mitigation (SRM) is undeniable. Based on the survey of 148 samples from small to large-sized MFs in Jordan, Turkey and Egypt, empirical evidence has been conducted to support a majority of the authors’ hypotheses. This paper provides a theoretical review of buyer–supplier relationships and supply risk. Hypotheses were tested by using structural equation modeling (SEM)/Smart PLS-4. According to the results, confidence and reliance have statistically significant and positive impacts on SRM, resulting in better SCP. Moreover, the findings show that SI positively affects and moderates the relationship between confidence (C) and SRM, while it has no statistically significant influence on the relationship between reliance (R) and SRM. This study provides necessary material for managers and decision-makers in MFs to confirm the importance and understanding of the QoR in building relationships and business dealings with partners in the SC, in addition to limiting and mitigating the risks of an interruption in supply in particular. Therefore, building a high-quality relationship as a practice based on trust and reliability with suppliers positively affects the performance of the SCs of MFs. This research paper offers empirical evidence for using QoR within SRM resources of MFs' context for enhancing their supply chain performance. This study is one of few studies that examine the QoR and SRM that contribute to enhancing SCP in MFs in developing countries, which also can serve as a reference for many SC managers and practitioners.Investigating the quality of the relationship, supply risk mitigation on medium and large-sized manufacturing firms' supply chain performance in the developing countries: the moderating effect of supplier involvement
Moh'd Anwer Al-Shboul
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

Due to the current volatile environment and fierce competition, manufacturing firms (MFs) must improve their performance to survive. In this regard, checking and monitoring the suppliers' risk should significantly improve the performance of MFs. In addition, a relation based on not being an opportunist, confidence and reliance are influential factors in reducing the supplier defaults on his/her supply obligations and improving supply chain performance (SCP). Besides, the moderator function of supplier involvement (SI) in the relationship between quality of the relationship (QoR) and supply risk mitigation (SRM) is undeniable.

Based on the survey of 148 samples from small to large-sized MFs in Jordan, Turkey and Egypt, empirical evidence has been conducted to support a majority of the authors’ hypotheses. This paper provides a theoretical review of buyer–supplier relationships and supply risk. Hypotheses were tested by using structural equation modeling (SEM)/Smart PLS-4.

According to the results, confidence and reliance have statistically significant and positive impacts on SRM, resulting in better SCP. Moreover, the findings show that SI positively affects and moderates the relationship between confidence (C) and SRM, while it has no statistically significant influence on the relationship between reliance (R) and SRM.

This study provides necessary material for managers and decision-makers in MFs to confirm the importance and understanding of the QoR in building relationships and business dealings with partners in the SC, in addition to limiting and mitigating the risks of an interruption in supply in particular. Therefore, building a high-quality relationship as a practice based on trust and reliability with suppliers positively affects the performance of the SCs of MFs.

This research paper offers empirical evidence for using QoR within SRM resources of MFs' context for enhancing their supply chain performance. This study is one of few studies that examine the QoR and SRM that contribute to enhancing SCP in MFs in developing countries, which also can serve as a reference for many SC managers and practitioners.

]]>
Investigating the quality of the relationship, supply risk mitigation on medium and large-sized manufacturing firms' supply chain performance in the developing countries: the moderating effect of supplier involvement10.1108/TQM-01-2023-0014The TQM Journal2023-05-23© 2023 Emerald Publishing LimitedMoh'd Anwer Al-ShboulThe TQM Journalahead-of-printahead-of-print2023-05-2310.1108/TQM-01-2023-0014https://www.emerald.com/insight/content/doi/10.1108/TQM-01-2023-0014/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
The role of quality in the hotel sector: the interplay between strategy, innovation and outsourcing to achieve performancehttps://www.emerald.com/insight/content/doi/10.1108/TQM-01-2023-0016/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestAchieving better performance and a sustainable competitive advantage is essential for survival in the hotel industry. However, literature is scarce on which factors local hotel businesses in developing countries should rely on to compete successfully. With an emerging economy and significant potential for growth in the travel and hospitality sectors, Colombia is seeking to improve the performance of its hotel industry. To achieve this goal, exploring and analyzing the effects of the strategies and practices implemented is essential. Accordingly, this study investigates the dynamics of the interactions between strategies, process innovations, outsourcing practices and operational quality in the hotel industry in Colombia. The methodology used in this research is quantitative, using structural equation modeling based on data collected from 150 valid questionnaires. The strategies of the hotel sector have an impact on hotel performance. Although process innovation demonstrably affects quality and outsourcing, there is a low impact on the performance of the studied hotels. The hotel sector lacks strategy autonomy as strategies are not directed to the organization's overall improvement but only to satisfy stakeholders' requirements. This paper offers valuable insights for organizations when implementing strategic innovation initiatives. It provides information relevant to Colombian government entities on the creation of processes, economic policy plans and business assistance programs for boosting the financial and commercial sustainability of Colombian service sector businesses. The studied organizations need to redefine the role of their strategies, process innovation, outsourcing projects and quality standards to achieve adequate performance, as all four dimensions together are required to foster competitiveness. This paper offers valuable insights for organizations when implementing strategic innovation initiatives. Additionally, it provides information relevant to Colombian government entities on the creation of processes, economic policy plans and business assistance programs for boosting the financial and commercial sustainability of Colombian service sector businesses. The studied organizations need to redefine the role of their strategies, process innovation, outsourcing projects and quality standards to achieve adequate performance, as all four dimensions together are required to foster competitiveness. Developing successful strategies is vital to generating performance. Quality and safety are critical strategies to achieve a sustainable competitive advantage. But literature is scarce on which factors local hotel businesses should rely on to compete successfully in developing countries. In particular, the concept of outsourcing in a highly distrusting developing country has not been addressed adequately. This research contributes to literature by evaluating quality as a competitive strategy in the hotel sector in a developing country to achieve a superior performance.The role of quality in the hotel sector: the interplay between strategy, innovation and outsourcing to achieve performance
Ricardo Santa, Orietha Eva Rodríguez Victoria, Thomas Tegethoff
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

Achieving better performance and a sustainable competitive advantage is essential for survival in the hotel industry. However, literature is scarce on which factors local hotel businesses in developing countries should rely on to compete successfully. With an emerging economy and significant potential for growth in the travel and hospitality sectors, Colombia is seeking to improve the performance of its hotel industry. To achieve this goal, exploring and analyzing the effects of the strategies and practices implemented is essential. Accordingly, this study investigates the dynamics of the interactions between strategies, process innovations, outsourcing practices and operational quality in the hotel industry in Colombia.

The methodology used in this research is quantitative, using structural equation modeling based on data collected from 150 valid questionnaires.

The strategies of the hotel sector have an impact on hotel performance. Although process innovation demonstrably affects quality and outsourcing, there is a low impact on the performance of the studied hotels. The hotel sector lacks strategy autonomy as strategies are not directed to the organization's overall improvement but only to satisfy stakeholders' requirements.

This paper offers valuable insights for organizations when implementing strategic innovation initiatives. It provides information relevant to Colombian government entities on the creation of processes, economic policy plans and business assistance programs for boosting the financial and commercial sustainability of Colombian service sector businesses. The studied organizations need to redefine the role of their strategies, process innovation, outsourcing projects and quality standards to achieve adequate performance, as all four dimensions together are required to foster competitiveness.

This paper offers valuable insights for organizations when implementing strategic innovation initiatives. Additionally, it provides information relevant to Colombian government entities on the creation of processes, economic policy plans and business assistance programs for boosting the financial and commercial sustainability of Colombian service sector businesses. The studied organizations need to redefine the role of their strategies, process innovation, outsourcing projects and quality standards to achieve adequate performance, as all four dimensions together are required to foster competitiveness.

Developing successful strategies is vital to generating performance. Quality and safety are critical strategies to achieve a sustainable competitive advantage. But literature is scarce on which factors local hotel businesses should rely on to compete successfully in developing countries. In particular, the concept of outsourcing in a highly distrusting developing country has not been addressed adequately. This research contributes to literature by evaluating quality as a competitive strategy in the hotel sector in a developing country to achieve a superior performance.

]]>
The role of quality in the hotel sector: the interplay between strategy, innovation and outsourcing to achieve performance10.1108/TQM-01-2023-0016The TQM Journal2023-11-07© 2023 Emerald Publishing LimitedRicardo SantaOrietha Eva Rodríguez VictoriaThomas TegethoffThe TQM Journalahead-of-printahead-of-print2023-11-0710.1108/TQM-01-2023-0016https://www.emerald.com/insight/content/doi/10.1108/TQM-01-2023-0016/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Towards a design science research (DSR) methodology for operational excellence (OPEX) initiativeshttps://www.emerald.com/insight/content/doi/10.1108/TQM-01-2023-0017/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestDesign science research (DSR) is a structured approach for solving complex ill-structured problems in organizations through the development of an artefact followed by its validation. This paper aims to evaluate existing DSR methodology and propose specific accents to promote DSR for environmental, social and governance (ESG)-oriented operational excellence (OPEX) initiatives within organizations. This commentary paper is based on an abductive reasoning approach to evaluate and understand DSR and assess its effectiveness for developing solutions to typical ESG-oriented OPEX-based problems within organizations. Existing literature on DSR is reviewed, after which it is evaluated on its ability to contribute to the implementation of sustainable solutions for ESG-oriented OPEX-based problems. Based on the review, specific DSR methodological accents are proposed for the development of ESG-oriented OPEX-based solutions in organizations. This conceptual paper contributes to the conceptual understanding of the applicability, limitations and contextual preconditions for applying DSR. This paper proposes an explicit and, in some ways, alternative view on DSR research for OPEX researchers to apply and further the body of knowledge on matters of sustainability (ESG) in operations management. Currently, there is limited understanding and application of the DSR methodology for OPEX-based problem-solving initiatives, as appears in the scant literature on DSR applied for the implementation of OPEX based initiatives for ESG purposes. This paper aims to challenge and provide accents for DSR applied to OPEX-related problems by means of a DSR framework and thereby promotes intervention-based studies among researchers. The proposed step-by-step methodology contains novel elements and is expected to be of help for OPEX-oriented academicians and practitioners in implementing DSR methodology for practical related problems which need research interventions from academics from Higher Education Institutions.Towards a design science research (DSR) methodology for operational excellence (OPEX) initiatives
Jiju Antony, Michael Sony, Bart Lameijer, Shreeranga Bhat, Raja Jayaraman, Leopoldo Gutierrez
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

Design science research (DSR) is a structured approach for solving complex ill-structured problems in organizations through the development of an artefact followed by its validation. This paper aims to evaluate existing DSR methodology and propose specific accents to promote DSR for environmental, social and governance (ESG)-oriented operational excellence (OPEX) initiatives within organizations.

This commentary paper is based on an abductive reasoning approach to evaluate and understand DSR and assess its effectiveness for developing solutions to typical ESG-oriented OPEX-based problems within organizations.

Existing literature on DSR is reviewed, after which it is evaluated on its ability to contribute to the implementation of sustainable solutions for ESG-oriented OPEX-based problems. Based on the review, specific DSR methodological accents are proposed for the development of ESG-oriented OPEX-based solutions in organizations.

This conceptual paper contributes to the conceptual understanding of the applicability, limitations and contextual preconditions for applying DSR. This paper proposes an explicit and, in some ways, alternative view on DSR research for OPEX researchers to apply and further the body of knowledge on matters of sustainability (ESG) in operations management.

Currently, there is limited understanding and application of the DSR methodology for OPEX-based problem-solving initiatives, as appears in the scant literature on DSR applied for the implementation of OPEX based initiatives for ESG purposes. This paper aims to challenge and provide accents for DSR applied to OPEX-related problems by means of a DSR framework and thereby promotes intervention-based studies among researchers.

The proposed step-by-step methodology contains novel elements and is expected to be of help for OPEX-oriented academicians and practitioners in implementing DSR methodology for practical related problems which need research interventions from academics from Higher Education Institutions.

]]>
Towards a design science research (DSR) methodology for operational excellence (OPEX) initiatives10.1108/TQM-01-2023-0017The TQM Journal2023-10-03© 2023 Emerald Publishing LimitedJiju AntonyMichael SonyBart LameijerShreeranga BhatRaja JayaramanLeopoldo GutierrezThe TQM Journalahead-of-printahead-of-print2023-10-0310.1108/TQM-01-2023-0017https://www.emerald.com/insight/content/doi/10.1108/TQM-01-2023-0017/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Quality 4.0: results from a systematic literature reviewhttps://www.emerald.com/insight/content/doi/10.1108/TQM-01-2023-0018/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestQuality 4.0 is being presented as the new stage of quality development. However, its overlying concept and rationale are still hard to define. To better understand what different authors and studies advocate being Quality 4.0, a systematic literature review was undertaken on the topic. This paper presents the results of such review, providing some avenues for further research on quality management. The documents for the systematic literature review have been searched on the Scopus database, using the search equation: [TITLE-ABS-KEY (“Quality 4.0”) OR TITLE-ABS-KEY (Quality Management” AND (“Industry 4.0” OR “Fourth Industr*” OR i4.0))]. Documents were filtered by language and by type. Of the 367 documents identified, 146 were submitted to exploratory content analysis. The analyzed documents essentially provide theoretical discussions on what Quality 4.0 is or should be. Five categories have emerged from the content analysis undertaken: Industry 4.0 and the Rise of a New Approach to Quality; Motivations, Readiness Factors and Barriers to a Quality 4.0 Approach; Digital Quality Management Systems; Combination of Quality Tools and Lean Methodologies and Quality 4.0 Professionals. It was hard to find studies reporting how quality is actually being managed in organizations that already operate in the Industry 4.0 paradigm. Answers could not be found to questions regarding actual practices, methodologies and tools being used in Quality 4.0 approaches. However, the research undertaken allowed to identify in the literature different ways of conceptualizing and analyzing Quality 4.0, opening up avenues for further research on quality management in the Industry 4.0 era. This paper offers a broad look at how quality management is changing in response to the affirmation of the Industry 4.0 paradigm.Quality 4.0: results from a systematic literature review
Diana Oliveira, Helena Alvelos, Maria J. Rosa
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

Quality 4.0 is being presented as the new stage of quality development. However, its overlying concept and rationale are still hard to define. To better understand what different authors and studies advocate being Quality 4.0, a systematic literature review was undertaken on the topic. This paper presents the results of such review, providing some avenues for further research on quality management.

The documents for the systematic literature review have been searched on the Scopus database, using the search equation: [TITLE-ABS-KEY (“Quality 4.0”) OR TITLE-ABS-KEY (Quality Management” AND (“Industry 4.0” OR “Fourth Industr*” OR i4.0))]. Documents were filtered by language and by type. Of the 367 documents identified, 146 were submitted to exploratory content analysis.

The analyzed documents essentially provide theoretical discussions on what Quality 4.0 is or should be. Five categories have emerged from the content analysis undertaken: Industry 4.0 and the Rise of a New Approach to Quality; Motivations, Readiness Factors and Barriers to a Quality 4.0 Approach; Digital Quality Management Systems; Combination of Quality Tools and Lean Methodologies and Quality 4.0 Professionals.

It was hard to find studies reporting how quality is actually being managed in organizations that already operate in the Industry 4.0 paradigm. Answers could not be found to questions regarding actual practices, methodologies and tools being used in Quality 4.0 approaches. However, the research undertaken allowed to identify in the literature different ways of conceptualizing and analyzing Quality 4.0, opening up avenues for further research on quality management in the Industry 4.0 era.

This paper offers a broad look at how quality management is changing in response to the affirmation of the Industry 4.0 paradigm.

]]>
Quality 4.0: results from a systematic literature review10.1108/TQM-01-2023-0018The TQM Journal2024-01-01© 2023 Emerald Publishing LimitedDiana OliveiraHelena AlvelosMaria J. RosaThe TQM Journalahead-of-printahead-of-print2024-01-0110.1108/TQM-01-2023-0018https://www.emerald.com/insight/content/doi/10.1108/TQM-01-2023-0018/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
The misplacement of ISO 18404:2015 in organisational improvement: a point-counterpoint articlehttps://www.emerald.com/insight/content/doi/10.1108/TQM-01-2023-0019/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis paper gives the background to the ISO 18404:2015 standard and explains its rationale. It aims to rebut the Oudrhiri et al. (2022) paper. Furthermore, this paper adds further evidence of the misplacement and unfitness for use of the standard, as evidenced in the previous work by Antony et al. (2021, 2022). A point-counterpoint methods approach with a literature review of studies available on ISO 18404:2015 to respond to the Oudrhiri et al. (2022) study. The findings indicate that Oudrhiri et al.'s (2022) work is not open minded in relation to ISO18404. Each point raised in the Oudrhiri et al. (2020) study has been answered and counter argued. Other than Antony et al.'s three studies (2021 and 2022) and Oudrhiri et al.’s (2022) study empirical studies looking into the impact of the ISO 18404 standard in the literature were limited. As the literature has shown, many companies are not utilising the standard given its current format; hence, a lack of information relating to the practical implementation is sparse. The findings indicate that Oudrhiri et al.'s (2022) work can be answered and counter argued. This study consolidates and strengthens the findings from the three studies by Antony et al. (2021 and 2022) and acts as a rebuttal to the Oudrhiri et al. (2022) study.The misplacement of ISO 18404:2015 in organisational improvement: a point-counterpoint article
Olivia McDermott, Jiju Antony, Michael Sony, Vikas Swarnakar
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

This paper gives the background to the ISO 18404:2015 standard and explains its rationale. It aims to rebut the Oudrhiri et al. (2022) paper. Furthermore, this paper adds further evidence of the misplacement and unfitness for use of the standard, as evidenced in the previous work by Antony et al. (2021, 2022).

A point-counterpoint methods approach with a literature review of studies available on ISO 18404:2015 to respond to the Oudrhiri et al. (2022) study.

The findings indicate that Oudrhiri et al.'s (2022) work is not open minded in relation to ISO18404. Each point raised in the Oudrhiri et al. (2020) study has been answered and counter argued.

Other than Antony et al.'s three studies (2021 and 2022) and Oudrhiri et al.’s (2022) study empirical studies looking into the impact of the ISO 18404 standard in the literature were limited. As the literature has shown, many companies are not utilising the standard given its current format; hence, a lack of information relating to the practical implementation is sparse.

The findings indicate that Oudrhiri et al.'s (2022) work can be answered and counter argued.

This study consolidates and strengthens the findings from the three studies by Antony et al. (2021 and 2022) and acts as a rebuttal to the Oudrhiri et al. (2022) study.

]]>
The misplacement of ISO 18404:2015 in organisational improvement: a point-counterpoint article10.1108/TQM-01-2023-0019The TQM Journal2023-09-05© 2023 Emerald Publishing LimitedOlivia McDermottJiju AntonyMichael SonyVikas SwarnakarThe TQM Journalahead-of-printahead-of-print2023-09-0510.1108/TQM-01-2023-0019https://www.emerald.com/insight/content/doi/10.1108/TQM-01-2023-0019/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Conflicting factors when implementing a statutory quality management system within the public sector: a study in Swedenhttps://www.emerald.com/insight/content/doi/10.1108/TQM-01-2023-0021/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis paper aims to explore and develop knowledge about implementing and applying a quality management system (QMS) in the public sector. A study was conducted including 16 qualitative in-depth interviews with 18 respondents, all working with QMSs in the Swedish public sector. The study identified five main themes that are problematic in relation to the implementation of the statutory QMS in the public sector. The identified themes show that there exists a gap between theory and practice regarding how the statutory QMS needs to be implemented and applied. Based on the analysis of the findings, the authors propose a model of core values and supporting elements for QMS in the public sector to bridge the gap between theory and practice. The study identified problems when implementing statutory QMSs in the public sector and presents a model of improvement. Further research is needed regarding statutory QMS in the public sector.Conflicting factors when implementing a statutory quality management system within the public sector: a study in Sweden
Maria Eriksson, Therese Eriksson, Elisabet Jonsson
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

This paper aims to explore and develop knowledge about implementing and applying a quality management system (QMS) in the public sector.

A study was conducted including 16 qualitative in-depth interviews with 18 respondents, all working with QMSs in the Swedish public sector.

The study identified five main themes that are problematic in relation to the implementation of the statutory QMS in the public sector. The identified themes show that there exists a gap between theory and practice regarding how the statutory QMS needs to be implemented and applied.

Based on the analysis of the findings, the authors propose a model of core values and supporting elements for QMS in the public sector to bridge the gap between theory and practice.

The study identified problems when implementing statutory QMSs in the public sector and presents a model of improvement. Further research is needed regarding statutory QMS in the public sector.

]]>
Conflicting factors when implementing a statutory quality management system within the public sector: a study in Sweden10.1108/TQM-01-2023-0021The TQM Journal2023-10-25© 2023 Emerald Publishing LimitedMaria ErikssonTherese ErikssonElisabet JonssonThe TQM Journalahead-of-printahead-of-print2023-10-2510.1108/TQM-01-2023-0021https://www.emerald.com/insight/content/doi/10.1108/TQM-01-2023-0021/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
An adaptation of the SAE J4000/2021 standard for assessing lean maturity in Brazilian hospitalshttps://www.emerald.com/insight/content/doi/10.1108/TQM-01-2023-0023/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to validate a model to assess the level of lean maturity of Brazilian hospitals based on the adaptation of the SAE J4000/2021 standard. The methodology was divided: (1) adaptation of the standard to the health context, (2) application of the questionnaire through a survey, and (3) comparison of the results of the level of maturity in the standard and by the clustering technique, using Minitab. The research presents two contributions: (1) validation of a model to assess the level of lean maturity based on the SAE J4000/2021; (2) insights into the level of maturity of Brazilian hospitals. It was observed that only 10% of the sample was classified at maturity level 3 and 75% at level 2. Private and large hospitals showed greater maturity compared to the others. This includes the limited number of hospitals that participated in the survey, given the difficulty of adherence to due constraints of time and staffing from hospitals, during the COVID-19 pandemic. This article presents a lean maturity assessment proposal, adapting a consolidated standard in the automobile industry to the health context. Insights on the lean maturity of Brazilian hospitals can contribute to the development of policies to encourage the implementation of the lean philosophy directed to each specific environment. This study serves as a guide for public agents interested in monitoring the quality of hospital indicators through the SAE J4000/2021 standard. From this lean maturity analysis, hospital managers can understand their opportunities for improvement in both human and organizational aspects. This favors the improvement of service delivery to society that depends on health services. Due to the lack of research that validates lean maturity level assessment models in Brazilian hospitals, this study can be considered a pioneer in this Brazilian research by validating the SAE J4000/2021 standard in its updated version in the health context.An adaptation of the SAE J4000/2021 standard for assessing lean maturity in Brazilian hospitals
June Marques Fernandes, Luciana Paula Reis, Raphael Mansk
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims to validate a model to assess the level of lean maturity of Brazilian hospitals based on the adaptation of the SAE J4000/2021 standard.

The methodology was divided: (1) adaptation of the standard to the health context, (2) application of the questionnaire through a survey, and (3) comparison of the results of the level of maturity in the standard and by the clustering technique, using Minitab.

The research presents two contributions: (1) validation of a model to assess the level of lean maturity based on the SAE J4000/2021; (2) insights into the level of maturity of Brazilian hospitals. It was observed that only 10% of the sample was classified at maturity level 3 and 75% at level 2. Private and large hospitals showed greater maturity compared to the others.

This includes the limited number of hospitals that participated in the survey, given the difficulty of adherence to due constraints of time and staffing from hospitals, during the COVID-19 pandemic.

This article presents a lean maturity assessment proposal, adapting a consolidated standard in the automobile industry to the health context. Insights on the lean maturity of Brazilian hospitals can contribute to the development of policies to encourage the implementation of the lean philosophy directed to each specific environment.

This study serves as a guide for public agents interested in monitoring the quality of hospital indicators through the SAE J4000/2021 standard. From this lean maturity analysis, hospital managers can understand their opportunities for improvement in both human and organizational aspects. This favors the improvement of service delivery to society that depends on health services.

Due to the lack of research that validates lean maturity level assessment models in Brazilian hospitals, this study can be considered a pioneer in this Brazilian research by validating the SAE J4000/2021 standard in its updated version in the health context.

]]>
An adaptation of the SAE J4000/2021 standard for assessing lean maturity in Brazilian hospitals10.1108/TQM-01-2023-0023The TQM Journal2023-08-15© 2023 Emerald Publishing LimitedJune Marques FernandesLuciana Paula ReisRaphael ManskThe TQM Journalahead-of-printahead-of-print2023-08-1510.1108/TQM-01-2023-0023https://www.emerald.com/insight/content/doi/10.1108/TQM-01-2023-0023/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
The influence of competitive strategy and organizational structure on the cost of quality in food and beverage (F&B) companieshttps://www.emerald.com/insight/content/doi/10.1108/TQM-01-2023-0031/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims at determining the influence of the competitive strategy types and organizational structure dimensions on Cost of Quality (CoQ) in Food and Beverage (F&B) small- and medium-sized enterprises (SMEs). A survey questionnaire was sent to F&B companies in Greece and 307 responded positively and fully completed the questionnaire. The research model developed (consisting of the competitive strategy types, the organizational structure dimensions and CoQ) was tested using the exploratory and confirmatory factor analyses and the structural equation modeling (SEM) technique. The findings indicated that cost leadership, centralization and formalization influence the CoQ positively and significantly. By contrast, differentiation does not influence CoQ. The small sample of the responding companies operating in one country, the different F&B sub-sectors, the subjective perceptions of only one representative per company and the cross-sectional nature of the study are the main limitations of the present study. This paper provides academicians and practitioners with a better understanding of the factors that influence the quality-cost level. To the best of the authors' knowledge, this is the first study that examines the effect of competitive strategy and organizational structure on CoQ.The influence of competitive strategy and organizational structure on the cost of quality in food and beverage (F&B) companies
Christina Dimitrantzou, Evangelos Psomas, Fotios Vouzas
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims at determining the influence of the competitive strategy types and organizational structure dimensions on Cost of Quality (CoQ) in Food and Beverage (F&B) small- and medium-sized enterprises (SMEs).

A survey questionnaire was sent to F&B companies in Greece and 307 responded positively and fully completed the questionnaire. The research model developed (consisting of the competitive strategy types, the organizational structure dimensions and CoQ) was tested using the exploratory and confirmatory factor analyses and the structural equation modeling (SEM) technique.

The findings indicated that cost leadership, centralization and formalization influence the CoQ positively and significantly. By contrast, differentiation does not influence CoQ.

The small sample of the responding companies operating in one country, the different F&B sub-sectors, the subjective perceptions of only one representative per company and the cross-sectional nature of the study are the main limitations of the present study.

This paper provides academicians and practitioners with a better understanding of the factors that influence the quality-cost level.

To the best of the authors' knowledge, this is the first study that examines the effect of competitive strategy and organizational structure on CoQ.

]]>
The influence of competitive strategy and organizational structure on the cost of quality in food and beverage (F&B) companies10.1108/TQM-01-2023-0031The TQM Journal2023-08-17© 2023 Emerald Publishing LimitedChristina DimitrantzouEvangelos PsomasFotios VouzasThe TQM Journalahead-of-printahead-of-print2023-08-1710.1108/TQM-01-2023-0031https://www.emerald.com/insight/content/doi/10.1108/TQM-01-2023-0031/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Empirical analysis of key operational characteristics of lean six sigma and Industry 4.0 integrationhttps://www.emerald.com/insight/content/doi/10.1108/TQM-01-2023-0033/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestTo achieve changing customer demands, organizations are striving hard to embrace cutting-edge technologies facilitating a high level of customization. Industry 4.0 (I4.0) implementation aids in handling big data that could help generate customized products. Lean six sigma (LSS) depends on data analysis to execute complex problems. Hence, the present study aims to empirically examine the key operational characteristics of LSS and I4.0 integration such as principles, workforce skills, critical success factors, challenges, LSS tools, I4.0 technologies and performance measures. To stay competitive in the market and quickly respond to market demands, industries need to go ahead with digital transformation. I4.0 enables building intelligent factories by creating smart manufacturing systems comprising machines, operators and information and communication technologies through the complete value chain. This study utilizes an online survey on Operational Excellence professionals (Lean/Six Sigma), Managers/Consultants, Managing Directors/Executive Directors, Specialists/Analysts/Engineers, CEO/COO/CIO, SVP/VP/AVP, Industry 4.0 professionals and others working in the field of I4.0 and LSS. In total, 83 respondents participated in the study. Based on the responses received, reliability, exploratory factor analysis and non-response bias analysis were carried out to understand the biasness of the responses. Further, the top five operational characteristics were reported for LSS and I4.0 integration. One of the limitations of the study is the sample size. Since I4.0 is a new concept and its integration with LSS is not yet explored; it was difficult to achieve a large sample size. Organizations can utilize the study findings to realize the top principles, workforce skills, critical success factors, challenges, LSS tools, I4.0 tools and performance measures with respect to LSS and I4.0 integration. Moreover, these operational characteristics will help to assess the organization's readiness before and after the implementation of this integration. The authors' original contribution is the empirical investigation of operational characteristics responsible for I4.0 and LSS integration.Empirical analysis of key operational characteristics of lean six sigma and Industry 4.0 integration
Vishal Ashok Wankhede, S. Vinodh, Jiju Antony
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

To achieve changing customer demands, organizations are striving hard to embrace cutting-edge technologies facilitating a high level of customization. Industry 4.0 (I4.0) implementation aids in handling big data that could help generate customized products. Lean six sigma (LSS) depends on data analysis to execute complex problems. Hence, the present study aims to empirically examine the key operational characteristics of LSS and I4.0 integration such as principles, workforce skills, critical success factors, challenges, LSS tools, I4.0 technologies and performance measures.

To stay competitive in the market and quickly respond to market demands, industries need to go ahead with digital transformation. I4.0 enables building intelligent factories by creating smart manufacturing systems comprising machines, operators and information and communication technologies through the complete value chain. This study utilizes an online survey on Operational Excellence professionals (Lean/Six Sigma), Managers/Consultants, Managing Directors/Executive Directors, Specialists/Analysts/Engineers, CEO/COO/CIO, SVP/VP/AVP, Industry 4.0 professionals and others working in the field of I4.0 and LSS. In total, 83 respondents participated in the study.

Based on the responses received, reliability, exploratory factor analysis and non-response bias analysis were carried out to understand the biasness of the responses. Further, the top five operational characteristics were reported for LSS and I4.0 integration.

One of the limitations of the study is the sample size. Since I4.0 is a new concept and its integration with LSS is not yet explored; it was difficult to achieve a large sample size.

Organizations can utilize the study findings to realize the top principles, workforce skills, critical success factors, challenges, LSS tools, I4.0 tools and performance measures with respect to LSS and I4.0 integration. Moreover, these operational characteristics will help to assess the organization's readiness before and after the implementation of this integration.

The authors' original contribution is the empirical investigation of operational characteristics responsible for I4.0 and LSS integration.

]]>
Empirical analysis of key operational characteristics of lean six sigma and Industry 4.0 integration10.1108/TQM-01-2023-0033The TQM Journal2024-01-05© 2023 Emerald Publishing LimitedVishal Ashok WankhedeS. VinodhJiju AntonyThe TQM Journalahead-of-printahead-of-print2024-01-0510.1108/TQM-01-2023-0033https://www.emerald.com/insight/content/doi/10.1108/TQM-01-2023-0033/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Industry 4.0 technologies integration with lean production tools: a reviewhttps://www.emerald.com/insight/content/doi/10.1108/TQM-02-2022-0065/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestLean production has been proved to be a cost-effective and efficient means of production that reduces non-valve added activities. Industry 4.0 (I4.0) is a technology-driven platform that allows machines to interact with other systems through artificial intelligence, machine learning, industrial Internet of Things (IoT), etc. that improve the production system with flexibility, quality and customization throughout the whole value chain. New approaches to digitization of lean production have recently been emerged and they are transforming the industry and increasing productivity throughout the value chain. Through this article, an effort has been made to review the research published in this field. This paper reviews the literature published in various journals, the databases Web of science (WoS), ScienceDirect, Scopus, Emerald etc. were referred with a focus on lean concepts and tools and I4.0 technologies; it has been noticed that the integration of the lean tools with I4.0 technologies is a very effective tool for the industry. It has been found in the literature published earlier in various journals that lean manufacturing (LM) is commonly acknowledged and considered a best practice to improve the productivity. It is concerned with the tight integration of people into the industrial process through continuous improvement which leads to value addition throughout the whole value chain by eliminating non vale added activities. The findings show that organizations can improve their productivity and flexibility with speed and accuracy by integrating I4.0 technologies with LM, which is foremost need of any industry across the world. This article accentuates the connections between the principles and tools developed under the umbrella of I4.0 and those developed by the LM techniques, with a specific emphasis on how some of the principles and tools of I4.0 improve the implementation of lean principles dependent on the competence levels of the technology. Very few articles have been published in this area, and this paper is an original piece of research covering a review of extant research published in various journals.Industry 4.0 technologies integration with lean production tools: a review
Hirendra Singh, Bhim Singh
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

Lean production has been proved to be a cost-effective and efficient means of production that reduces non-valve added activities. Industry 4.0 (I4.0) is a technology-driven platform that allows machines to interact with other systems through artificial intelligence, machine learning, industrial Internet of Things (IoT), etc. that improve the production system with flexibility, quality and customization throughout the whole value chain. New approaches to digitization of lean production have recently been emerged and they are transforming the industry and increasing productivity throughout the value chain. Through this article, an effort has been made to review the research published in this field.

This paper reviews the literature published in various journals, the databases Web of science (WoS), ScienceDirect, Scopus, Emerald etc. were referred with a focus on lean concepts and tools and I4.0 technologies; it has been noticed that the integration of the lean tools with I4.0 technologies is a very effective tool for the industry.

It has been found in the literature published earlier in various journals that lean manufacturing (LM) is commonly acknowledged and considered a best practice to improve the productivity. It is concerned with the tight integration of people into the industrial process through continuous improvement which leads to value addition throughout the whole value chain by eliminating non vale added activities. The findings show that organizations can improve their productivity and flexibility with speed and accuracy by integrating I4.0 technologies with LM, which is foremost need of any industry across the world.

This article accentuates the connections between the principles and tools developed under the umbrella of I4.0 and those developed by the LM techniques, with a specific emphasis on how some of the principles and tools of I4.0 improve the implementation of lean principles dependent on the competence levels of the technology. Very few articles have been published in this area, and this paper is an original piece of research covering a review of extant research published in various journals.

]]>
Industry 4.0 technologies integration with lean production tools: a review10.1108/TQM-02-2022-0065The TQM Journal2023-09-07© 2022 Emerald Publishing LimitedHirendra SinghBhim SinghThe TQM Journalahead-of-printahead-of-print2023-09-0710.1108/TQM-02-2022-0065https://www.emerald.com/insight/content/doi/10.1108/TQM-02-2022-0065/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2022 Emerald Publishing Limited
Implementing Lean Six Sigma in a multispecialty hospital through a change management approachhttps://www.emerald.com/insight/content/doi/10.1108/TQM-02-2023-0043/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestMany healthcare institutions, such as hospitals, have recently implemented quality improvement initiatives such as Lean Six Sigma (LSS). However, only a few have sustained the initiatives and remained successful. One of the main reasons for the failure of LSS implementation is that managers tend to view LSS as individual projects. Managers lack a Change Management (CM) focus during the implementation. The primary purpose of this study is to document the implementation of LSS through a CM approach to improve sustainability. Define-Measure-Analyse-Improve-Control (DMAIC) and the Awareness-Desire-Knowledge-Ability-Reinforcement (ADKAR), a popular CM approach, are combined to propose a new framework. The usefulness of the proposed framework is demonstrated using a case study in a multispeciality hospital located in southern India. The study found that several factors are responsible for the high Length of Stay (LOS) for patients in the Emergency Department (ED). By implementing this proposed model to implement LSS and taking corrective actions, the average LOS was reduced from 267 to 158 min (a 40% reduction approximately). The complete step-by-step approach is explained, and the LOS was considerably reduced during the pilot project. The findings will provide valuable insights for healthcare practitioners to understand the steps involved in the combined DMAIC-ADKAR model. The findings would also give healthcare practitioners the confidence to identify suitable tools and implement LSS in organisations where the practitioners work. According to the authors' knowledge, this is the first study that synergises two models (DMAIC and ADKAR) into a single framework to implement in a hospital.Implementing Lean Six Sigma in a multispecialty hospital through a change management approach
Alok Kumar Samanta, G. Varaprasad, Anand Gurumurthy, Jiju Antony
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

Many healthcare institutions, such as hospitals, have recently implemented quality improvement initiatives such as Lean Six Sigma (LSS). However, only a few have sustained the initiatives and remained successful. One of the main reasons for the failure of LSS implementation is that managers tend to view LSS as individual projects. Managers lack a Change Management (CM) focus during the implementation. The primary purpose of this study is to document the implementation of LSS through a CM approach to improve sustainability.

Define-Measure-Analyse-Improve-Control (DMAIC) and the Awareness-Desire-Knowledge-Ability-Reinforcement (ADKAR), a popular CM approach, are combined to propose a new framework. The usefulness of the proposed framework is demonstrated using a case study in a multispeciality hospital located in southern India.

The study found that several factors are responsible for the high Length of Stay (LOS) for patients in the Emergency Department (ED). By implementing this proposed model to implement LSS and taking corrective actions, the average LOS was reduced from 267 to 158 min (a 40% reduction approximately).

The complete step-by-step approach is explained, and the LOS was considerably reduced during the pilot project. The findings will provide valuable insights for healthcare practitioners to understand the steps involved in the combined DMAIC-ADKAR model. The findings would also give healthcare practitioners the confidence to identify suitable tools and implement LSS in organisations where the practitioners work.

According to the authors' knowledge, this is the first study that synergises two models (DMAIC and ADKAR) into a single framework to implement in a hospital.

]]>
Implementing Lean Six Sigma in a multispecialty hospital through a change management approach10.1108/TQM-02-2023-0043The TQM Journal2023-08-21© 2023 Emerald Publishing LimitedAlok Kumar SamantaG. VaraprasadAnand GurumurthyJiju AntonyThe TQM Journalahead-of-printahead-of-print2023-08-2110.1108/TQM-02-2023-0043https://www.emerald.com/insight/content/doi/10.1108/TQM-02-2023-0043/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Analysis of the relationship among Industry 4.0 technologies, sustainable manufacturing practices and organizational sustainable performance using structural equation modellinghttps://www.emerald.com/insight/content/doi/10.1108/TQM-02-2023-0044/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe purpose of this study is to discuss the construction of a structural measurement model utilizing structural equation modelling (SEM) to confirm the link between Industry 4.0 technologies, sustainable manufacturing practices and organizational sustainable performance. Relationship among the paradigm has yet to be fully investigated, necessitating a more conceptual and empirical examination on what impact they have on organizational sustainable performance when used together. Industry 4.0 and sustainable production practices aim to progress a company's business competitiveness, forming sustainable development that benefits manufacturing companies. The aim of the study is to analyze the relationship between constructs that lead to operational excellence in firms that use Industry 4.0 technologies and sustainable manufacturing techniques. Experts from diverse automotive industries, who are applying both Industry 4.0 and sustainable manufacturing practices, provided data for the study. Statistical estimations (hypotheses) are created to substantiate the measurement model that has been developed. The structural model was analysed, and the findings were discussed. The statistical estimate is either approved or rejected based on the findings. According to the conclusions of this study, strong link exists between Industry 4.0 technologies and sustainable manufacturing practices that affect organizational sustainable performance environmentally, economically and socially. The research was conducted in the framework of automobile component manufacturing companies in India. The outcomes of the study are practically feasible. The authors' novel contribution is the construction of a structural model with Industry 4.0 technologies and sustainable manufacturing practices into account.Analysis of the relationship among Industry 4.0 technologies, sustainable manufacturing practices and organizational sustainable performance using structural equation modelling
N. Harikannan, S. Vinodh, Jiju Antony
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

The purpose of this study is to discuss the construction of a structural measurement model utilizing structural equation modelling (SEM) to confirm the link between Industry 4.0 technologies, sustainable manufacturing practices and organizational sustainable performance. Relationship among the paradigm has yet to be fully investigated, necessitating a more conceptual and empirical examination on what impact they have on organizational sustainable performance when used together.

Industry 4.0 and sustainable production practices aim to progress a company's business competitiveness, forming sustainable development that benefits manufacturing companies. The aim of the study is to analyze the relationship between constructs that lead to operational excellence in firms that use Industry 4.0 technologies and sustainable manufacturing techniques. Experts from diverse automotive industries, who are applying both Industry 4.0 and sustainable manufacturing practices, provided data for the study.

Statistical estimations (hypotheses) are created to substantiate the measurement model that has been developed. The structural model was analysed, and the findings were discussed. The statistical estimate is either approved or rejected based on the findings. According to the conclusions of this study, strong link exists between Industry 4.0 technologies and sustainable manufacturing practices that affect organizational sustainable performance environmentally, economically and socially.

The research was conducted in the framework of automobile component manufacturing companies in India. The outcomes of the study are practically feasible.

The authors' novel contribution is the construction of a structural model with Industry 4.0 technologies and sustainable manufacturing practices into account.

]]>
Analysis of the relationship among Industry 4.0 technologies, sustainable manufacturing practices and organizational sustainable performance using structural equation modelling10.1108/TQM-02-2023-0044The TQM Journal2023-10-20© 2023 Emerald Publishing LimitedN. HarikannanS. VinodhJiju AntonyThe TQM Journalahead-of-printahead-of-print2023-10-2010.1108/TQM-02-2023-0044https://www.emerald.com/insight/content/doi/10.1108/TQM-02-2023-0044/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Impact of organizational citizenship behavior on corporate sustainability through the mediation of TQM: focus on the textile industry in Bangladeshhttps://www.emerald.com/insight/content/doi/10.1108/TQM-02-2023-0056/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study investigates the relationship between organizational citizenship behavior (OCB), total quality management (TQM), and corporate sustainability (CS). Specifically, the authors propose that TQM mediates the relationship between OCB and CS. The authors intend to demonstrate that TQM practice may be able to balance the interests of all stakeholders and hence improve the performance of all three CS elements, namely economic, social and environmental. The authors designed a survey questionnaire. The authors then collected data from managers that were in charge of quality control in 216 companies. Hypotheses were developed and regression and path analyses were used to test the hypotheses. OCB has a positive effect on both TQM and CS. TQM also is positively related to CS. Further, TQM mediates the relationship between OCB and CS. Further analyses show that the full mediation only applies to economic aspects of CS but not social and environmental. Companies that aim to achieve overall CS performance should not only encourage OCB in an organization, but also pay attention to TQM. Moreover, when deciding on hard and soft TQM, the priority should be given to hard TQM. The authors investigate the relationship between OCB, TQM and CS in detail. The authors treat TQM in two elements of soft TQM and hard TQM while treating CS performance in three elements of economic, social and environmental performances. The authors further examine how both hard and soft TQM impacts CS performance differently.Impact of organizational citizenship behavior on corporate sustainability through the mediation of TQM: focus on the textile industry in Bangladesh
Shuaijun Zhang, Dongjun Rew, Joo Jung, Sibin Wu, Carlos Baldo
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study investigates the relationship between organizational citizenship behavior (OCB), total quality management (TQM), and corporate sustainability (CS). Specifically, the authors propose that TQM mediates the relationship between OCB and CS. The authors intend to demonstrate that TQM practice may be able to balance the interests of all stakeholders and hence improve the performance of all three CS elements, namely economic, social and environmental.

The authors designed a survey questionnaire. The authors then collected data from managers that were in charge of quality control in 216 companies. Hypotheses were developed and regression and path analyses were used to test the hypotheses.

OCB has a positive effect on both TQM and CS. TQM also is positively related to CS. Further, TQM mediates the relationship between OCB and CS. Further analyses show that the full mediation only applies to economic aspects of CS but not social and environmental.

Companies that aim to achieve overall CS performance should not only encourage OCB in an organization, but also pay attention to TQM. Moreover, when deciding on hard and soft TQM, the priority should be given to hard TQM.

The authors investigate the relationship between OCB, TQM and CS in detail. The authors treat TQM in two elements of soft TQM and hard TQM while treating CS performance in three elements of economic, social and environmental performances. The authors further examine how both hard and soft TQM impacts CS performance differently.

]]>
Impact of organizational citizenship behavior on corporate sustainability through the mediation of TQM: focus on the textile industry in Bangladesh10.1108/TQM-02-2023-0056The TQM Journal2023-08-08© 2023 Emerald Publishing LimitedShuaijun ZhangDongjun RewJoo JungSibin WuCarlos BaldoThe TQM Journalahead-of-printahead-of-print2023-08-0810.1108/TQM-02-2023-0056https://www.emerald.com/insight/content/doi/10.1108/TQM-02-2023-0056/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Training and continuous improvement: the moderation effect of transfer climate and the mediation influence of self-efficacyhttps://www.emerald.com/insight/content/doi/10.1108/TQM-02-2023-0066/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestAlthough training is essential to continuous improvement, scant literature examines post-training facilitators for continuous improvement. The study aims to explore the relationship between training and continuous improvement, the mediating role of self-efficacy and the moderate role of training transfer climate. This study utilizes the questionnaire survey of 455 Vietnamese employees to test the link between continuous improvement training and continuous improvement, the moderate role of the training transfer climate and the mediating role of self–efficacy. Research results reveal that training positively influences continuous improvement. Furthermore, self-efficacy fully intervenes in the link between training and continuous improvement. Finally, the training transfer climate positively moderates this link. Although the link between training and continuous improvement is suspicious, there is scant research on post-training facilitators of continuous improvement applications. To the best of the author's knowledge, this study is one of the first to explore the moderation role of transfer climate and the mediation role of self-efficacy in the relationship between training and continuous improvement.Training and continuous improvement: the moderation effect of transfer climate and the mediation influence of self-efficacy
Pham Thu Trang
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

Although training is essential to continuous improvement, scant literature examines post-training facilitators for continuous improvement. The study aims to explore the relationship between training and continuous improvement, the mediating role of self-efficacy and the moderate role of training transfer climate.

This study utilizes the questionnaire survey of 455 Vietnamese employees to test the link between continuous improvement training and continuous improvement, the moderate role of the training transfer climate and the mediating role of self–efficacy.

Research results reveal that training positively influences continuous improvement. Furthermore, self-efficacy fully intervenes in the link between training and continuous improvement. Finally, the training transfer climate positively moderates this link.

Although the link between training and continuous improvement is suspicious, there is scant research on post-training facilitators of continuous improvement applications. To the best of the author's knowledge, this study is one of the first to explore the moderation role of transfer climate and the mediation role of self-efficacy in the relationship between training and continuous improvement.

]]>
Training and continuous improvement: the moderation effect of transfer climate and the mediation influence of self-efficacy10.1108/TQM-02-2023-0066The TQM Journal2023-08-03© 2023 Emerald Publishing LimitedPham Thu TrangThe TQM Journalahead-of-printahead-of-print2023-08-0310.1108/TQM-02-2023-0066https://www.emerald.com/insight/content/doi/10.1108/TQM-02-2023-0066/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Co-patenting, co-ownership, and co-ideation as drivers for university business innovation: the case of public universities in Spainhttps://www.emerald.com/insight/content/doi/10.1108/TQM-03-2022-0087/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis paper explores whether, in the context of university–industry (U–I) collaboration, new innovation strategies can be developed through actors' interactions, the exchange of resources and the co-creation of value for and within the system. In the context of the U–I relationship, the innovation perspective can highlight the need to develop strategies that elicit new formulas of value co-creation, which then facilitate innovation as a result of actor collaboration. A total of 45 public universities in Spain, representing 95% of the total, participated in qualitative research. Personal in-depth interviews with technology transfer officers (TTOs) were conducted by an external firm; in a second phase, two of the researchers conducted eight interviews with the directors of TTOs in those universities with higher rates of transfer. Findings reveal that enterprises with a technological focus are strengthening their relationships with universities and attempting to build a university business ecosystem by designing strategies for value co-creation such as co-ownership, co-patenting, and co-invention. The empirical research is conducted in Spain, and results should be interpreted according to this context. Future research should examine new contexts (other countries) to improve the robustness of the data and enrich the results, thus enabling generalization of the management consequences. The results provide a means to design strategies under a new collaborative and innovating logic. The theoretical framework contributes to theory, with implications for management.Co-patenting, co-ownership, and co-ideation as drivers for university business innovation: the case of public universities in Spain
María José Quero, Montserrat Díaz-Méndez, Rafael Ventura, Evert Gummesson
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

This paper explores whether, in the context of university–industry (U–I) collaboration, new innovation strategies can be developed through actors' interactions, the exchange of resources and the co-creation of value for and within the system. In the context of the U–I relationship, the innovation perspective can highlight the need to develop strategies that elicit new formulas of value co-creation, which then facilitate innovation as a result of actor collaboration.

A total of 45 public universities in Spain, representing 95% of the total, participated in qualitative research. Personal in-depth interviews with technology transfer officers (TTOs) were conducted by an external firm; in a second phase, two of the researchers conducted eight interviews with the directors of TTOs in those universities with higher rates of transfer.

Findings reveal that enterprises with a technological focus are strengthening their relationships with universities and attempting to build a university business ecosystem by designing strategies for value co-creation such as co-ownership, co-patenting, and co-invention.

The empirical research is conducted in Spain, and results should be interpreted according to this context. Future research should examine new contexts (other countries) to improve the robustness of the data and enrich the results, thus enabling generalization of the management consequences.

The results provide a means to design strategies under a new collaborative and innovating logic. The theoretical framework contributes to theory, with implications for management.

]]>
Co-patenting, co-ownership, and co-ideation as drivers for university business innovation: the case of public universities in Spain10.1108/TQM-03-2022-0087The TQM Journal2022-07-04© 2022 María José Quero, Montserrat Díaz-Méndez, Rafael Ventura and Evert GummessonMaría José QueroMontserrat Díaz-MéndezRafael VenturaEvert GummessonThe TQM Journalahead-of-printahead-of-print2022-07-0410.1108/TQM-03-2022-0087https://www.emerald.com/insight/content/doi/10.1108/TQM-03-2022-0087/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2022 María José Quero, Montserrat Díaz-Méndez, Rafael Ventura and Evert Gummessonhttp://creativecommons.org/licences/by/4.0/legalcode
Exploration and mitigation of green lean six sigma barriers: a higher education institutions perspectivehttps://www.emerald.com/insight/content/doi/10.1108/TQM-03-2023-0069/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe study aims to identify Green Lean Six Sigma (GLSS) barriers in the context of Higher Education Institutions (HEIs) and prioritize them for executing the GLSS approach. A systematic literature review (SLR) was used to identify a total of 14 barriers, which were then verified for greater relevance by the professional judgments of industrial personnel. Moreover, many removal measures strategies are also recommended in this study. Furthermore, this work also utilizes Gray Relational Analysis (GRA) to prioritize the identified GLSS barriers. The study reveals that training and education, continuous assessment of SDG, organizational culture, resources and skills to facilitate implementation, and assessment of satisfaction and welfare of the employee are the most significant barriers to implementing this approach. The present study provides an impetus for practitioners and managers to embrace the GLSS strategy through a wide-ranging understanding and exploring these barriers. In this case, the outcomes of this research, and in particular the GRA technique presented by this work, can be used by managers and professionals to rank the GLSS barriers and take appropriate action to eliminate them. The ranking of GLSS barriers gives top officials of HEIs a very clear view to effectively and efficiently implementing GLSS initiatives. The outcomes also show training and education, sustainable development goals and organizational culture as critical barriers. The findings of this study provide an impetus for managers, policymakers and consultants to embrace the GLSS strategy through a wide-ranging understanding and exploring these barriers. The GLSS barriers in HEIs may significantly affect the society. HEIs can lessen their environmental effect by using GLSS practices, which can support sustainability initiatives and foster social responsibility. Taking steps to reduce environmental effect can benefit society as a whole. GLSS techniques in HEIs can also result in increased operational effectiveness and cost savings, which can free up resources to be employed in other areas, like boosting student services and improving educational programs. However, failing to implement GLSS procedures in HEIs could have societal repercussions as well. As a result, it is critical for HEIs to identify and remove GLSS barriers in order to advance sustainability, social responsibility and operational effectiveness. GLSS is a comprehensive methodology that facilitates the optimum utilization of resources, reduces waste and provides the pathway for sustainable development so, the novelty of this study stands in the inclusion of its barriers and HEIs to prioritize them for effective implementation.Exploration and mitigation of green lean six sigma barriers: a higher education institutions perspective
Vishwas Yadav, Vimal Kumar, Pardeep Gahlot, Ankesh Mittal, Mahender Singh Kaswan, Jose Arturo Garza-Reyes, Rajeev Rathi, Jiju Antony, Abhinav Kumar, Ali Al Owad
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

The study aims to identify Green Lean Six Sigma (GLSS) barriers in the context of Higher Education Institutions (HEIs) and prioritize them for executing the GLSS approach.

A systematic literature review (SLR) was used to identify a total of 14 barriers, which were then verified for greater relevance by the professional judgments of industrial personnel. Moreover, many removal measures strategies are also recommended in this study. Furthermore, this work also utilizes Gray Relational Analysis (GRA) to prioritize the identified GLSS barriers.

The study reveals that training and education, continuous assessment of SDG, organizational culture, resources and skills to facilitate implementation, and assessment of satisfaction and welfare of the employee are the most significant barriers to implementing this approach.

The present study provides an impetus for practitioners and managers to embrace the GLSS strategy through a wide-ranging understanding and exploring these barriers. In this case, the outcomes of this research, and in particular the GRA technique presented by this work, can be used by managers and professionals to rank the GLSS barriers and take appropriate action to eliminate them.

The ranking of GLSS barriers gives top officials of HEIs a very clear view to effectively and efficiently implementing GLSS initiatives. The outcomes also show training and education, sustainable development goals and organizational culture as critical barriers. The findings of this study provide an impetus for managers, policymakers and consultants to embrace the GLSS strategy through a wide-ranging understanding and exploring these barriers.

The GLSS barriers in HEIs may significantly affect the society. HEIs can lessen their environmental effect by using GLSS practices, which can support sustainability initiatives and foster social responsibility. Taking steps to reduce environmental effect can benefit society as a whole. GLSS techniques in HEIs can also result in increased operational effectiveness and cost savings, which can free up resources to be employed in other areas, like boosting student services and improving educational programs. However, failing to implement GLSS procedures in HEIs could have societal repercussions as well. As a result, it is critical for HEIs to identify and remove GLSS barriers in order to advance sustainability, social responsibility and operational effectiveness.

GLSS is a comprehensive methodology that facilitates the optimum utilization of resources, reduces waste and provides the pathway for sustainable development so, the novelty of this study stands in the inclusion of its barriers and HEIs to prioritize them for effective implementation.

]]>
Exploration and mitigation of green lean six sigma barriers: a higher education institutions perspective10.1108/TQM-03-2023-0069The TQM Journal2023-07-27© 2023 Emerald Publishing LimitedVishwas YadavVimal KumarPardeep GahlotAnkesh MittalMahender Singh KaswanJose Arturo Garza-ReyesRajeev RathiJiju AntonyAbhinav KumarAli Al OwadThe TQM Journalahead-of-printahead-of-print2023-07-2710.1108/TQM-03-2023-0069https://www.emerald.com/insight/content/doi/10.1108/TQM-03-2023-0069/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Building a competent workforce in implementing Quality 4.0: a systematic literature review and proposed agenda for future researchhttps://www.emerald.com/insight/content/doi/10.1108/TQM-03-2023-0070/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis research aims to analyze the literature on Quality 4.0 and pinpoint the essential factors contributing to its success. Additionally, the research aims to develop a framework that can be used to create a capable workforce necessary for the successful implementation of Quality 4.0. By following a systematic approach, the authors could ensure that their literature review was comprehensive and unbiased. Using a set of pre-determined inclusion and exclusion criteria, the authors screened 90 research articles to obtain the most relevant and reliable information for their study. The authors' review identified essential findings, including the evolution of literature in the field of Quality 4.0 and the systematization of previous literature reviews focusing on training and development. The authors also identified several training barriers to implementing Quality 4.0 and proposed a model for building a competent workforce using Kolb's experiential learning model. The authors' research offers insights into the training barriers that must be considered when building a competent workforce. Using the framework proposed in the authors' research, consultants and managers can better integrate Quality 4.0 into their organizations. The adoption of Quality 4.0 has significant social implications and is essential for advancing sustainability. It can improve efficiency, reduce waste, minimize environmental impacts and better meet the needs and expectations of stakeholders. The authors' study stands out as one of the earliest reviews of the literature on Quality 4.0 to incorporate the theory-context-method (TCM) framework, allowing to provide unique insights into future research directions that had not been previously explored.Building a competent workforce in implementing Quality 4.0: a systematic literature review and proposed agenda for future research
Abhijeet Tewary, Vaishali Jadon
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

This research aims to analyze the literature on Quality 4.0 and pinpoint the essential factors contributing to its success. Additionally, the research aims to develop a framework that can be used to create a capable workforce necessary for the successful implementation of Quality 4.0.

By following a systematic approach, the authors could ensure that their literature review was comprehensive and unbiased. Using a set of pre-determined inclusion and exclusion criteria, the authors screened 90 research articles to obtain the most relevant and reliable information for their study.

The authors' review identified essential findings, including the evolution of literature in the field of Quality 4.0 and the systematization of previous literature reviews focusing on training and development. The authors also identified several training barriers to implementing Quality 4.0 and proposed a model for building a competent workforce using Kolb's experiential learning model.

The authors' research offers insights into the training barriers that must be considered when building a competent workforce. Using the framework proposed in the authors' research, consultants and managers can better integrate Quality 4.0 into their organizations.

The adoption of Quality 4.0 has significant social implications and is essential for advancing sustainability. It can improve efficiency, reduce waste, minimize environmental impacts and better meet the needs and expectations of stakeholders.

The authors' study stands out as one of the earliest reviews of the literature on Quality 4.0 to incorporate the theory-context-method (TCM) framework, allowing to provide unique insights into future research directions that had not been previously explored.

]]>
Building a competent workforce in implementing Quality 4.0: a systematic literature review and proposed agenda for future research10.1108/TQM-03-2023-0070The TQM Journal2023-10-23© 2023 Emerald Publishing LimitedAbhijeet TewaryVaishali JadonThe TQM Journalahead-of-printahead-of-print2023-10-2310.1108/TQM-03-2023-0070https://www.emerald.com/insight/content/doi/10.1108/TQM-03-2023-0070/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
A literature review on industry 4.0 implementation and performance: a contingency perspectivehttps://www.emerald.com/insight/content/doi/10.1108/TQM-03-2023-0073/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis paper aims to review the literature on the relationship between the implementation and performance of 4.0 industrial revolution (IR) technologies and explores the extent to which the effects of several internal and external contingency factors on these relationships have been considered by the existing empirical studies. To achieve its purposes, this study follows a systematic review of the literature and explores the published empirical research on implementation and performance links of 4.0 IR technologies and the effects of contingency factors on these links in mainly three main databases. The findings of this study reveal that in general several contingency factors tend to have significant effects on the implementation and performance links of 4.0 IR in several contexts. This study also shows that the effects of these contingencies the effects of contingency factors on the implementation and performance links of 4.0 IR technologies are receiving growing attention from researchers and have been studied in different approaches but the moderation approach was the highest. The review of the literature conducted in this study refers to those studies published mostly by three main databases (i.e. Scopus, Web of Sciences, and Science Direct), and only those papers published in English, and thus does not contain publications out of these restrictions. This is one of the early literature review studies to explore and discuss the current state of research on the effects of contingency factors on the relationships between the implementation and performance of 4.0 IR technologies in the contexts of logistics and supply chain management.A literature review on industry 4.0 implementation and performance: a contingency perspective
Anwar Khamis Alsheyadi
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

This paper aims to review the literature on the relationship between the implementation and performance of 4.0 industrial revolution (IR) technologies and explores the extent to which the effects of several internal and external contingency factors on these relationships have been considered by the existing empirical studies.

To achieve its purposes, this study follows a systematic review of the literature and explores the published empirical research on implementation and performance links of 4.0 IR technologies and the effects of contingency factors on these links in mainly three main databases.

The findings of this study reveal that in general several contingency factors tend to have significant effects on the implementation and performance links of 4.0 IR in several contexts. This study also shows that the effects of these contingencies the effects of contingency factors on the implementation and performance links of 4.0 IR technologies are receiving growing attention from researchers and have been studied in different approaches but the moderation approach was the highest.

The review of the literature conducted in this study refers to those studies published mostly by three main databases (i.e. Scopus, Web of Sciences, and Science Direct), and only those papers published in English, and thus does not contain publications out of these restrictions.

This is one of the early literature review studies to explore and discuss the current state of research on the effects of contingency factors on the relationships between the implementation and performance of 4.0 IR technologies in the contexts of logistics and supply chain management.

]]>
A literature review on industry 4.0 implementation and performance: a contingency perspective10.1108/TQM-03-2023-0073The TQM Journal2023-07-11© 2023 Emerald Publishing LimitedAnwar Khamis AlsheyadiThe TQM Journalahead-of-printahead-of-print2023-07-1110.1108/TQM-03-2023-0073https://www.emerald.com/insight/content/doi/10.1108/TQM-03-2023-0073/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Analysing the use of mixed methods in quality management literaturehttps://www.emerald.com/insight/content/doi/10.1108/TQM-03-2023-0075/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestLittle is known about the extent to which management and engineering publications dedicated to the study of quality management topics make use of mixed methods, what types of studies have been conducted and how effective mixed methods have been. The aim of the current paper is to analyse how mixed methods have been used in quality management research. To address this purpose, a bibliometric analysis was conducted of papers using mixed methods designs to investigate quality management issues and published in the SCOPUS database. CiteSpace software was used to assist in the categorisation and mapping process. Ninety articles were identified and analysed. The results show that mixed methods are mainly used either to compare different perspectives drawn from quantitative and qualitative data or to develop better measurement instruments. Sequential mixes occur more often than concurrent approaches. Moreover, there is a link between the purpose of the study and the approaches followed to combine qualitative and quantitative methods. Yet, the contribution of the use of mixed methods to achieving the aims of the study is not easy to assess as the purposes of using mixed methods are often not clearly stated. As one of the first papers to examine how qualitative and quantitative methods are being combined in quality management research, this study is expected to contribute to the literature by providing some insights into how mixed methods can be more effectively used in this field.Analysing the use of mixed methods in quality management literature
Patrícia Moura e Sá
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

Little is known about the extent to which management and engineering publications dedicated to the study of quality management topics make use of mixed methods, what types of studies have been conducted and how effective mixed methods have been. The aim of the current paper is to analyse how mixed methods have been used in quality management research.

To address this purpose, a bibliometric analysis was conducted of papers using mixed methods designs to investigate quality management issues and published in the SCOPUS database. CiteSpace software was used to assist in the categorisation and mapping process.

Ninety articles were identified and analysed. The results show that mixed methods are mainly used either to compare different perspectives drawn from quantitative and qualitative data or to develop better measurement instruments. Sequential mixes occur more often than concurrent approaches. Moreover, there is a link between the purpose of the study and the approaches followed to combine qualitative and quantitative methods. Yet, the contribution of the use of mixed methods to achieving the aims of the study is not easy to assess as the purposes of using mixed methods are often not clearly stated.

As one of the first papers to examine how qualitative and quantitative methods are being combined in quality management research, this study is expected to contribute to the literature by providing some insights into how mixed methods can be more effectively used in this field.

]]>
Analysing the use of mixed methods in quality management literature10.1108/TQM-03-2023-0075The TQM Journal2023-10-11© 2023 Emerald Publishing LimitedPatrícia Moura e SáThe TQM Journalahead-of-printahead-of-print2023-10-1110.1108/TQM-03-2023-0075https://www.emerald.com/insight/content/doi/10.1108/TQM-03-2023-0075/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
A financial analysis of inventory leanness before, during and after the Covid-19 crisishttps://www.emerald.com/insight/content/doi/10.1108/TQM-03-2023-0080/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe recent Covid-19 crisis has exposed the limitations of inventory leanness (i.e. keeping fewer inventories than expected), leading its followers to question whether it is the end of inventory leanness. This study aims to answer that question from a financial perspective. This study considers 2019, 2020 and 2021 as the pre-, during- and post-Covid periods, respectively, and compares the financial performance and risks of firms that followed a lean inventory strategy (lean firms) to those that do not (non-lean firms). The sample is drawn from manufacturing firms in the USA, and the data are analyzed using univariate tools (such as a t-test) and multivariate regressions. The results show that the financial performance of lean firms was better than that of non-lean firms under normal operating conditions in 2019, which continued to sustain during the crisis and post-crisis operating conditions in 2020 and 2021, respectively. Lean firms were also less risky than non-lean firms, except for in 2020, where they were equally risky. A financial perspective suggests that managers of lean firms who might be thinking of changing over to a non-lean or more conservative strategy in the post-Covid era in relation to their firms' level of inventories do not need to do so unless otherwise required. This is the very first study that shows the implications of inventory leanness for firms across three operating conditions: pre-crisis (normal business condition), crisis (abnormal business condition) and post-crisis (sub-normal business condition).A financial analysis of inventory leanness before, during and after the Covid-19 crisis
Md Reiazul Haque
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

The recent Covid-19 crisis has exposed the limitations of inventory leanness (i.e. keeping fewer inventories than expected), leading its followers to question whether it is the end of inventory leanness. This study aims to answer that question from a financial perspective.

This study considers 2019, 2020 and 2021 as the pre-, during- and post-Covid periods, respectively, and compares the financial performance and risks of firms that followed a lean inventory strategy (lean firms) to those that do not (non-lean firms). The sample is drawn from manufacturing firms in the USA, and the data are analyzed using univariate tools (such as a t-test) and multivariate regressions.

The results show that the financial performance of lean firms was better than that of non-lean firms under normal operating conditions in 2019, which continued to sustain during the crisis and post-crisis operating conditions in 2020 and 2021, respectively. Lean firms were also less risky than non-lean firms, except for in 2020, where they were equally risky.

A financial perspective suggests that managers of lean firms who might be thinking of changing over to a non-lean or more conservative strategy in the post-Covid era in relation to their firms' level of inventories do not need to do so unless otherwise required.

This is the very first study that shows the implications of inventory leanness for firms across three operating conditions: pre-crisis (normal business condition), crisis (abnormal business condition) and post-crisis (sub-normal business condition).

]]>
A financial analysis of inventory leanness before, during and after the Covid-19 crisis10.1108/TQM-03-2023-0080The TQM Journal2023-08-22© 2023 Emerald Publishing LimitedMd Reiazul HaqueThe TQM Journalahead-of-printahead-of-print2023-08-2210.1108/TQM-03-2023-0080https://www.emerald.com/insight/content/doi/10.1108/TQM-03-2023-0080/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
How do organizational performances vary between early adopters and late adopters of Quality 4.0? An exploratory qualitative studyhttps://www.emerald.com/insight/content/doi/10.1108/TQM-03-2023-0083/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to investigate how early and late adopters of Quality 4.0 (Q4.0) differ in terms of organizational performance. The authors employed a grounded theory approach for interviewing 15 senior managers from diverse organizational contexts throughout the globe as part of their qualitative research methodology. The research's findings were analyzed based on four types of performance: operational, financial, environmental and social. It was clear that early adopters of Q4.0 were sustaining superior performance in quality over time, even though their investment was significantly higher than that of late adopters. From a financial viewpoint, it was evident that early adopters had a competitive edge over their rivals compared to late adopters. Late adopters have utilized the notion of the circular economy (CE) more effectively than many early adopters in the context of environmental performance in order to establish a green economy and sustainable development. Although the results of the interview indicate that Q4.0 is having some positive effects on social performance, in the authors' view, it is still least understood from an empirical standpoint. The study's findings assist organizations in comprehending the performance differences between Q4.0 early adopters and late adopters.How do organizational performances vary between early adopters and late adopters of Quality 4.0? An exploratory qualitative study
Jiju Antony, Vikas Swarnakar, Michael Sony, Olivia McDermott, Raja Jayaraman
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims to investigate how early and late adopters of Quality 4.0 (Q4.0) differ in terms of organizational performance.

The authors employed a grounded theory approach for interviewing 15 senior managers from diverse organizational contexts throughout the globe as part of their qualitative research methodology.

The research's findings were analyzed based on four types of performance: operational, financial, environmental and social. It was clear that early adopters of Q4.0 were sustaining superior performance in quality over time, even though their investment was significantly higher than that of late adopters. From a financial viewpoint, it was evident that early adopters had a competitive edge over their rivals compared to late adopters. Late adopters have utilized the notion of the circular economy (CE) more effectively than many early adopters in the context of environmental performance in order to establish a green economy and sustainable development.

Although the results of the interview indicate that Q4.0 is having some positive effects on social performance, in the authors' view, it is still least understood from an empirical standpoint.

The study's findings assist organizations in comprehending the performance differences between Q4.0 early adopters and late adopters.

]]>
How do organizational performances vary between early adopters and late adopters of Quality 4.0? An exploratory qualitative study10.1108/TQM-03-2023-0083The TQM Journal2023-08-24© 2023 Emerald Publishing LimitedJiju AntonyVikas SwarnakarMichael SonyOlivia McDermottRaja JayaramanThe TQM Journalahead-of-printahead-of-print2023-08-2410.1108/TQM-03-2023-0083https://www.emerald.com/insight/content/doi/10.1108/TQM-03-2023-0083/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Does guests-perceived value for money affect WOM and eWOM? The impact of consumer engagement on SNS on eWOMhttps://www.emerald.com/insight/content/doi/10.1108/TQM-03-2023-0088/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestHotels provide high-quality guest experiences to generate perceived value for money (PVM), positively influencing word-of-mouth (WOM) and electronic word-of-mouth (eWOM) communication. This study aims to (1) verify the impacts of the perceived quality by the guests about their experiences in hotels on their PVM; (2) inspect the influence of guests' perception of hotel prices on PVM; (3) examine the impacts of guest PVM on their hotel experiences on WOM and eWOM and (4) investigate the consequences of the hotel guests' behavioural engagement on social networking sites (HGBE-SNS) on eWOM. This quantitative and descriptive study consists of a survey with 371 guests who evaluated their experiences at three hotels in Brazil. PLS-SEM tested the hypothetical model that resorted to the stimulus-organism-response theory (S-O-R), proposed by Mehrabian and Russell (1974). Cluster Analysis compared the PVM, WOM and eWOM of groups of hotel guests with different levels of social media engagement. Perceived quality by hotel guests positively impacts PVM. Perceived price negatively influences PVM. PVM had a positive and robust impact on WOM. PVM impacts and explains weakly eWOM. In contrast, HGBE-SNS affects and better explains eWOM than PVM. This unprecedented investigation concomitantly exhibits the relationships between perceived quality, price, PVM, WOM, eWOM and HGBE-SNS. Hotels must offer high perceived quality experiences to influence PVM and WOM positively. PVM is unable to stimulate eWOM strongly. HGBE-SNS is pivotal for guests to share their hotel experiences through eWOM. This study suggests marketing strategies for hospitality companies to amplify customer engagement on SNS.Does guests-perceived value for money affect WOM and eWOM? The impact of consumer engagement on SNS on eWOM
Gustavo Quiroga Souki, Alessandro Silva de Oliveira, Marco Túlio Correa Barcelos, Maria Manuela Martins Guerreiro, Júlio da Costa Mendes, Luiz Rodrigo Cunha Moura
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

Hotels provide high-quality guest experiences to generate perceived value for money (PVM), positively influencing word-of-mouth (WOM) and electronic word-of-mouth (eWOM) communication. This study aims to (1) verify the impacts of the perceived quality by the guests about their experiences in hotels on their PVM; (2) inspect the influence of guests' perception of hotel prices on PVM; (3) examine the impacts of guest PVM on their hotel experiences on WOM and eWOM and (4) investigate the consequences of the hotel guests' behavioural engagement on social networking sites (HGBE-SNS) on eWOM.

This quantitative and descriptive study consists of a survey with 371 guests who evaluated their experiences at three hotels in Brazil. PLS-SEM tested the hypothetical model that resorted to the stimulus-organism-response theory (S-O-R), proposed by Mehrabian and Russell (1974). Cluster Analysis compared the PVM, WOM and eWOM of groups of hotel guests with different levels of social media engagement.

Perceived quality by hotel guests positively impacts PVM. Perceived price negatively influences PVM. PVM had a positive and robust impact on WOM. PVM impacts and explains weakly eWOM. In contrast, HGBE-SNS affects and better explains eWOM than PVM.

This unprecedented investigation concomitantly exhibits the relationships between perceived quality, price, PVM, WOM, eWOM and HGBE-SNS. Hotels must offer high perceived quality experiences to influence PVM and WOM positively. PVM is unable to stimulate eWOM strongly. HGBE-SNS is pivotal for guests to share their hotel experiences through eWOM. This study suggests marketing strategies for hospitality companies to amplify customer engagement on SNS.

]]>
Does guests-perceived value for money affect WOM and eWOM? The impact of consumer engagement on SNS on eWOM10.1108/TQM-03-2023-0088The TQM Journal2023-08-30© 2023 Emerald Publishing LimitedGustavo Quiroga SoukiAlessandro Silva de OliveiraMarco Túlio Correa BarcelosMaria Manuela Martins GuerreiroJúlio da Costa MendesLuiz Rodrigo Cunha MouraThe TQM Journalahead-of-printahead-of-print2023-08-3010.1108/TQM-03-2023-0088https://www.emerald.com/insight/content/doi/10.1108/TQM-03-2023-0088/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Sustaining management quality through stress managementhttps://www.emerald.com/insight/content/doi/10.1108/TQM-03-2023-0090/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis exploratory research aims to identify the effect of perceived stress level and self-efficacy on management quality and what practices and theories need to be enhanced to improve management quality under volatility business environments. The study surveyed 291 working women, using the Perceived Stress Scale and the General Self-Efficacy Scale. Latent class analysis (LCA) for classifications of respondents, using categorical observed variables and MANCOVA, are applied to determine the relationship between stress and self-efficacy on the assigned classes. The study suggests that in a highly volatile business environment, where stress is high, affecting management quality, managers as individuals fall into one of four classes that describe their techniques of coping with the stress, namely Uncommitted Experimenters, Try Anything, Intrinsically Motivated and Externally Motivated. Techniques of stress management classification are significantly related to the combined perceived stress and self-efficacy measures, with Externally Motivated respondents as the classification with a significant mean difference. The main limitation of the study at hand refers to the sample size versus the number of potential factors of stress. This limitation highlights the need for further data gathering and research in this area, as stress is a critical factor of performance and often ignored in traditional management theories. Another limitation of this study is the lack of in-depth analysis of the use of meditation; its benefits and how to best use this practice in traditional work settings. The outcome of the study could have significant implications for quality of management in business, private and social sectors by providing meditation as a tool for employees and stakeholders to handle stress in conflict zones. Using stress management techniques might prove to be a low-cost tool for better quality management of human assets. The authors study focuses on women in volatile economic turmoil, natural devastations, conflict areas and politically insecure environments. This socioeconomic segment was rarely scrutinized despite its direct effect on a large number of economies hosting a sizeable portion of the world’s population. Interesting potential results highlight the relationship between the respondents in the Intrinsically Motivated class and stress reduction for the benefit of management quality.Sustaining management quality through stress management
Daniela Andrea Romagnoli, David L. Pumphrey, Bassem E. Maamari, Elissa Katergi
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

This exploratory research aims to identify the effect of perceived stress level and self-efficacy on management quality and what practices and theories need to be enhanced to improve management quality under volatility business environments.

The study surveyed 291 working women, using the Perceived Stress Scale and the General Self-Efficacy Scale. Latent class analysis (LCA) for classifications of respondents, using categorical observed variables and MANCOVA, are applied to determine the relationship between stress and self-efficacy on the assigned classes.

The study suggests that in a highly volatile business environment, where stress is high, affecting management quality, managers as individuals fall into one of four classes that describe their techniques of coping with the stress, namely Uncommitted Experimenters, Try Anything, Intrinsically Motivated and Externally Motivated. Techniques of stress management classification are significantly related to the combined perceived stress and self-efficacy measures, with Externally Motivated respondents as the classification with a significant mean difference.

The main limitation of the study at hand refers to the sample size versus the number of potential factors of stress. This limitation highlights the need for further data gathering and research in this area, as stress is a critical factor of performance and often ignored in traditional management theories. Another limitation of this study is the lack of in-depth analysis of the use of meditation; its benefits and how to best use this practice in traditional work settings.

The outcome of the study could have significant implications for quality of management in business, private and social sectors by providing meditation as a tool for employees and stakeholders to handle stress in conflict zones.

Using stress management techniques might prove to be a low-cost tool for better quality management of human assets.

The authors study focuses on women in volatile economic turmoil, natural devastations, conflict areas and politically insecure environments. This socioeconomic segment was rarely scrutinized despite its direct effect on a large number of economies hosting a sizeable portion of the world’s population. Interesting potential results highlight the relationship between the respondents in the Intrinsically Motivated class and stress reduction for the benefit of management quality.

]]>
Sustaining management quality through stress management10.1108/TQM-03-2023-0090The TQM Journal2023-11-14© 2023 Emerald Publishing LimitedDaniela Andrea RomagnoliDavid L. PumphreyBassem E. MaamariElissa KatergiThe TQM Journalahead-of-printahead-of-print2023-11-1410.1108/TQM-03-2023-0090https://www.emerald.com/insight/content/doi/10.1108/TQM-03-2023-0090/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Does pickup service quality explain BOPIS users' store relationship performance? The moderating role of users' service experience consciousnesshttps://www.emerald.com/insight/content/doi/10.1108/TQM-03-2023-0091/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestBuilding on Stimulus-Organism-Response theory, the current study examines the influence of pickup service quality in buy-online pickup in-store service (BOPIS) on users' perceived relationship investment with the mediating role of users' perceived experience quality and relationship proneness. This research also demonstrates the subsequent impact of BOPIS users' perceived relationship investment on their relationship performance indicators, like their cross-buying behaviors (breadth), frequency of their purchase (depth) and longevity of their relationship (length) with the store. The moderating role of BOPIS users' service experience consciousness in a few proposed relationships was tested. The research is descriptive, quantitative and cross-sectional investigation. The study employed a purposive sampling technique. It was conducted using data collected using a validated self-administered questionnaire from 786 Indian omnichannel shoppers who have used BOPIS services in the past. The proposed conceptual model was tested using Partial Least Squares-Structural Equation Modeling. The results indicate that BOPIS users' perceived experience quality and relationship proneness positively mediate pickup service quality and perceived relationship investment. The users' perceived relationship investment subsequently significantly positively impacts different dimensions of their relationship performance with the store (breadth, depth and length). Additionally, BOPIS users' service experience consciousness has a significant negative moderating effect on the direct relationship between pickup service quality and different dimensions of relationship performance. The study is conducted in the Indian population, where omnichannel retailing is still nascent. This study addresses the need to investigate the relationship performance indicators of BOPIS users, like their cross-buying behaviors(breadth), frequency of their purchase(depth) and longevity of their relationship(length) with the store. This study is the first to show that pickup service quality might explain the relationship performance of BOPIS users through their perceived experience quality, relationship proneness and relationship investments. The moderating role of BOPIS users' service experience consciousness in a few proposed relationships was also tested for the first time.Does pickup service quality explain BOPIS users' store relationship performance? The moderating role of users' service experience consciousness
Thamaraiselvan Natarajan, Deepak Ramanan Veera Raghavan
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

Building on Stimulus-Organism-Response theory, the current study examines the influence of pickup service quality in buy-online pickup in-store service (BOPIS) on users' perceived relationship investment with the mediating role of users' perceived experience quality and relationship proneness. This research also demonstrates the subsequent impact of BOPIS users' perceived relationship investment on their relationship performance indicators, like their cross-buying behaviors (breadth), frequency of their purchase (depth) and longevity of their relationship (length) with the store. The moderating role of BOPIS users' service experience consciousness in a few proposed relationships was tested.

The research is descriptive, quantitative and cross-sectional investigation. The study employed a purposive sampling technique. It was conducted using data collected using a validated self-administered questionnaire from 786 Indian omnichannel shoppers who have used BOPIS services in the past. The proposed conceptual model was tested using Partial Least Squares-Structural Equation Modeling.

The results indicate that BOPIS users' perceived experience quality and relationship proneness positively mediate pickup service quality and perceived relationship investment. The users' perceived relationship investment subsequently significantly positively impacts different dimensions of their relationship performance with the store (breadth, depth and length). Additionally, BOPIS users' service experience consciousness has a significant negative moderating effect on the direct relationship between pickup service quality and different dimensions of relationship performance.

The study is conducted in the Indian population, where omnichannel retailing is still nascent.

This study addresses the need to investigate the relationship performance indicators of BOPIS users, like their cross-buying behaviors(breadth), frequency of their purchase(depth) and longevity of their relationship(length) with the store. This study is the first to show that pickup service quality might explain the relationship performance of BOPIS users through their perceived experience quality, relationship proneness and relationship investments. The moderating role of BOPIS users' service experience consciousness in a few proposed relationships was also tested for the first time.

]]>
Does pickup service quality explain BOPIS users' store relationship performance? The moderating role of users' service experience consciousness10.1108/TQM-03-2023-0091The TQM Journal2023-08-15© 2023 Emerald Publishing LimitedThamaraiselvan NatarajanDeepak Ramanan Veera RaghavanThe TQM Journalahead-of-printahead-of-print2023-08-1510.1108/TQM-03-2023-0091https://www.emerald.com/insight/content/doi/10.1108/TQM-03-2023-0091/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
COVID-19 pandemic: transformation from physical to virtual classrooms (mediation analysis using PLS-SEM)https://www.emerald.com/insight/content/doi/10.1108/TQM-04-2022-0149/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe purpose of this paper is threefold: first, to examine the influence of the quality of online classes on student satisfaction and student loyalty; second, to explore the mediating role of student participation between online classes and student satisfaction; third, to examine the mediating role of student satisfaction between online classes and student loyalty. The primary data is collected from the postgraduate students in Jammu and Kashmir, India. A descriptive research design was applied to collect the primary data via Google questionnaire with the COVID-19 pandemic in mind to maintain social distance. The result reveals that online classes and student participation positively affect student satisfaction. Student participation is a partial mediator between online classes and student satisfaction, with 0.393 Variance Accounted For (VAF). In comparison, it is a full mediator between online classes and student loyalty with 0.96 VAF. The current study was restricted to postgraduate students, while future research could include research scholars, graduate students, and others. Only government institutions in Jammu and Kashmir were employed for the present study. The study may eventually be expanded to include private universities and more states. The suggested approach can help teachers, students, policymakers and administrators. The study emphasizes the crucial elements of student engagement and happiness, which must be prioritized to improve online teaching and learning effectiveness and win over students' loyalty. The study tested the conceptual framework of an integrated approach connecting online classes, student participation, student satisfaction and student loyalty. The study was conducted during the COVID-19 pandemic lockdown period, as it was the need of the hour to come out of such a crisis in the future. The present study can also provide a roadmap for transformation from physical to virtual classrooms.COVID-19 pandemic: transformation from physical to virtual classrooms (mediation analysis using PLS-SEM)
Mamta Sharma, Taruna Dubey, Hardeep Chahal
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

The purpose of this paper is threefold: first, to examine the influence of the quality of online classes on student satisfaction and student loyalty; second, to explore the mediating role of student participation between online classes and student satisfaction; third, to examine the mediating role of student satisfaction between online classes and student loyalty.

The primary data is collected from the postgraduate students in Jammu and Kashmir, India. A descriptive research design was applied to collect the primary data via Google questionnaire with the COVID-19 pandemic in mind to maintain social distance.

The result reveals that online classes and student participation positively affect student satisfaction. Student participation is a partial mediator between online classes and student satisfaction, with 0.393 Variance Accounted For (VAF). In comparison, it is a full mediator between online classes and student loyalty with 0.96 VAF.

The current study was restricted to postgraduate students, while future research could include research scholars, graduate students, and others. Only government institutions in Jammu and Kashmir were employed for the present study. The study may eventually be expanded to include private universities and more states.

The suggested approach can help teachers, students, policymakers and administrators. The study emphasizes the crucial elements of student engagement and happiness, which must be prioritized to improve online teaching and learning effectiveness and win over students' loyalty.

The study tested the conceptual framework of an integrated approach connecting online classes, student participation, student satisfaction and student loyalty. The study was conducted during the COVID-19 pandemic lockdown period, as it was the need of the hour to come out of such a crisis in the future. The present study can also provide a roadmap for transformation from physical to virtual classrooms.

]]>
COVID-19 pandemic: transformation from physical to virtual classrooms (mediation analysis using PLS-SEM)10.1108/TQM-04-2022-0149The TQM Journal2024-01-19© 2023 Emerald Publishing LimitedMamta SharmaTaruna DubeyHardeep ChahalThe TQM Journalahead-of-printahead-of-print2024-01-1910.1108/TQM-04-2022-0149https://www.emerald.com/insight/content/doi/10.1108/TQM-04-2022-0149/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Digital servitization bridging relational asymmetryhttps://www.emerald.com/insight/content/doi/10.1108/TQM-04-2023-0105/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis paper aims to investigate how firms such as Xerox, which have transitioned to a digital servitization business model, bridge relational asymmetry. It continues the theme of sustainability from the traditional three pillars—environmental, economic and social sustainability—to relational in terms of the quality of the relationship between the service provider and the customers. Using an exploratory method, qualitative data from the case of Xerox, a pioneering company that embraces servitization business models, has been gathered. The combination of exploratory archival and literature searches allows for a more in-depth understanding of servitization and how it bridges (or does not bridge) the relational asymmetry. The results reveal that a relational dimension is inherent in the servitization business model, whereas in order to achieve sustainability, it must leverage transparency, which may be either an enabler or an impairing factor. A borderline for a transparent relationship that distinguishes these two parameters is established. The study's single-case firm was limited to Xerox as an industry forerunner and could only represent mature and multinational enterprises. With the purpose of providing high-quality service, this exploratory paper gives managers rational insight into whether and when it is sustainable to fill the relational asymmetry between them as service providers and their customers. From the relational asymmetry perspective, the authors shed light on the aspect of transparency, which is a pivotal cause of any asymmetric relationship. Through the case of Xerox, the study further sheds light on the dual effect of transparency, which could either be an “enabling” or an “impairing” factor. Putting it together, the use of interaction as a basis for co-creation is at the crux of the emerging reality. This paper examines servitization from a new perspective, proposing that the relational asymmetry bridged by servitization will determine the future of organizations that differentiate themselves through quality relationships.Digital servitization bridging relational asymmetry
Aiza De Torres Asi, Michela Floris, Giuseppe Argiolas
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

This paper aims to investigate how firms such as Xerox, which have transitioned to a digital servitization business model, bridge relational asymmetry. It continues the theme of sustainability from the traditional three pillars—environmental, economic and social sustainability—to relational in terms of the quality of the relationship between the service provider and the customers.

Using an exploratory method, qualitative data from the case of Xerox, a pioneering company that embraces servitization business models, has been gathered. The combination of exploratory archival and literature searches allows for a more in-depth understanding of servitization and how it bridges (or does not bridge) the relational asymmetry.

The results reveal that a relational dimension is inherent in the servitization business model, whereas in order to achieve sustainability, it must leverage transparency, which may be either an enabler or an impairing factor. A borderline for a transparent relationship that distinguishes these two parameters is established.

The study's single-case firm was limited to Xerox as an industry forerunner and could only represent mature and multinational enterprises.

With the purpose of providing high-quality service, this exploratory paper gives managers rational insight into whether and when it is sustainable to fill the relational asymmetry between them as service providers and their customers.

From the relational asymmetry perspective, the authors shed light on the aspect of transparency, which is a pivotal cause of any asymmetric relationship. Through the case of Xerox, the study further sheds light on the dual effect of transparency, which could either be an “enabling” or an “impairing” factor. Putting it together, the use of interaction as a basis for co-creation is at the crux of the emerging reality.

This paper examines servitization from a new perspective, proposing that the relational asymmetry bridged by servitization will determine the future of organizations that differentiate themselves through quality relationships.

]]>
Digital servitization bridging relational asymmetry10.1108/TQM-04-2023-0105The TQM Journal2023-09-14© 2023 Emerald Publishing LimitedAiza De Torres AsiMichela FlorisGiuseppe ArgiolasThe TQM Journalahead-of-printahead-of-print2023-09-1410.1108/TQM-04-2023-0105https://www.emerald.com/insight/content/doi/10.1108/TQM-04-2023-0105/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Price or quality? Consumers' preferences and willingness to pay (WTP) for online food delivery services in the COVID-19 erahttps://www.emerald.com/insight/content/doi/10.1108/TQM-04-2023-0112/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis article investigates the impact of the COVID-19 pandemic on the consumer preference for the attributes of online food delivery (OFD) services in India. It also shows how the order size influences the consumer's willingness to pay (WTP) for the attributes of OFD services. This work incorporates a conjoint analysis-based approach to determine the consumer preference for the attributes of OFDs such as price, delivery time, restaurant rating and packing quality during the COVID-19 pandemic. The fractional factorial design is applied for the data collection. The relative importance of the attributes and the part-worth utility of the attributes' levels have been determined. Further, the utility associated with the attributes' levels is used to find the consumer's WTP for different attributes. The COVID-19 pandemic has changed consumer preference from price to food and packing quality in India. When the order is small, consumers exhibit a higher preference to the delivery time than packing quality. In contrast, consumers show a higher preference to packing quality than delivery time with the increase in order size. The consumer's WTP attains the highest level in case of food quality, followed by convenience and packing quality. The WTP for the attributes rises with the increase in order size. The insights highlight the need for the online food delivery industry to redesign the business framework in the post-pandemic era. The hygiene and safety measures maintained by the consumers during the pandemic have significantly changed their purchasing behaviour, raising their preference for service quality (food and packing quality) of the OFD services apart from price. This work determines the consumers' utility for each attribute level of OFDs, along with their relative importance. Moreover, this study contributes to the existing literature by exhibiting the impact of the COVID-19 pandemic on the consumer preference and order size on consumer's WTP for the attributes.Price or quality? Consumers' preferences and willingness to pay (WTP) for online food delivery services in the COVID-19 era
Satender Pal Singh, Bishnu Prasad Dash, Amit Sachan, Arnab Adhikari
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

This article investigates the impact of the COVID-19 pandemic on the consumer preference for the attributes of online food delivery (OFD) services in India. It also shows how the order size influences the consumer's willingness to pay (WTP) for the attributes of OFD services.

This work incorporates a conjoint analysis-based approach to determine the consumer preference for the attributes of OFDs such as price, delivery time, restaurant rating and packing quality during the COVID-19 pandemic. The fractional factorial design is applied for the data collection. The relative importance of the attributes and the part-worth utility of the attributes' levels have been determined. Further, the utility associated with the attributes' levels is used to find the consumer's WTP for different attributes.

The COVID-19 pandemic has changed consumer preference from price to food and packing quality in India. When the order is small, consumers exhibit a higher preference to the delivery time than packing quality. In contrast, consumers show a higher preference to packing quality than delivery time with the increase in order size. The consumer's WTP attains the highest level in case of food quality, followed by convenience and packing quality. The WTP for the attributes rises with the increase in order size.

The insights highlight the need for the online food delivery industry to redesign the business framework in the post-pandemic era. The hygiene and safety measures maintained by the consumers during the pandemic have significantly changed their purchasing behaviour, raising their preference for service quality (food and packing quality) of the OFD services apart from price.

This work determines the consumers' utility for each attribute level of OFDs, along with their relative importance. Moreover, this study contributes to the existing literature by exhibiting the impact of the COVID-19 pandemic on the consumer preference and order size on consumer's WTP for the attributes.

]]>
Price or quality? Consumers' preferences and willingness to pay (WTP) for online food delivery services in the COVID-19 era10.1108/TQM-04-2023-0112The TQM Journal2023-08-11© 2023 Emerald Publishing LimitedSatender Pal SinghBishnu Prasad DashAmit SachanArnab AdhikariThe TQM Journalahead-of-printahead-of-print2023-08-1110.1108/TQM-04-2023-0112https://www.emerald.com/insight/content/doi/10.1108/TQM-04-2023-0112/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Sustainable supply chain management and the UN sustainable development goals: exploring synergies towards sustainable developmenthttps://www.emerald.com/insight/content/doi/10.1108/TQM-04-2023-0114/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestDespite the growing interest in the field, the literature overlooks how supply chains influence or interact with the United Nations (UN) Sustainable Development Goals (SDGs). To fill this gap, this study aims to assess the influences of Sustainable Supply Chain Management (SSCM) on the implementation of the UN SDGs. A systematic literature review of 97 publications was carried out by using the Web of Science database and the support of ATLAS.ti software. In addition, this research also explored how the top 20 Forbes companies are aligned with the SDGs by analysing their sustainability reports. The findings suggest that the literature and the analysed companies primarily concentrate on certain SDGs while neglecting others, revealing potential areas of interest for future research. Based on the findings, the study provides valuable insights into the connections between SSCM and the UN SDGs, highlighting the potential benefits of SSCM in reducing environmental, social and economic pressures and contributing to sustainable development. It also identifies areas where further research and policy development are needed to maximise the potential benefits of SSCM. To the best of the authors' knowledge, no other studies have conducted a comprehensive exploration of the literature linking SSCM and the SDGs framework. Moreover, the study differs from others since it combines research data with practical information from company reports, to identify specific issues related to supply chain management.Sustainable supply chain management and the UN sustainable development goals: exploring synergies towards sustainable development
Walter Leal Filho, Laís Viera Trevisan, João Henrique Paulino Pires Eustachio, Thais Dibbern, Julen Castillo Apraiz, Izabela Rampasso, Rosley Anholon, Beatrice Gornati, Manfredi Morello, Wim Lambrechts
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

Despite the growing interest in the field, the literature overlooks how supply chains influence or interact with the United Nations (UN) Sustainable Development Goals (SDGs). To fill this gap, this study aims to assess the influences of Sustainable Supply Chain Management (SSCM) on the implementation of the UN SDGs.

A systematic literature review of 97 publications was carried out by using the Web of Science database and the support of ATLAS.ti software. In addition, this research also explored how the top 20 Forbes companies are aligned with the SDGs by analysing their sustainability reports.

The findings suggest that the literature and the analysed companies primarily concentrate on certain SDGs while neglecting others, revealing potential areas of interest for future research. Based on the findings, the study provides valuable insights into the connections between SSCM and the UN SDGs, highlighting the potential benefits of SSCM in reducing environmental, social and economic pressures and contributing to sustainable development. It also identifies areas where further research and policy development are needed to maximise the potential benefits of SSCM.

To the best of the authors' knowledge, no other studies have conducted a comprehensive exploration of the literature linking SSCM and the SDGs framework. Moreover, the study differs from others since it combines research data with practical information from company reports, to identify specific issues related to supply chain management.

]]>
Sustainable supply chain management and the UN sustainable development goals: exploring synergies towards sustainable development10.1108/TQM-04-2023-0114The TQM Journal2023-10-23© 2023 Emerald Publishing LimitedWalter Leal FilhoLaís Viera TrevisanJoão Henrique Paulino Pires EustachioThais DibbernJulen Castillo ApraizIzabela RampassoRosley AnholonBeatrice GornatiManfredi MorelloWim LambrechtsThe TQM Journalahead-of-printahead-of-print2023-10-2310.1108/TQM-04-2023-0114https://www.emerald.com/insight/content/doi/10.1108/TQM-04-2023-0114/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
The impact of managerial psychological characteristics on the supply chain management efficiencyhttps://www.emerald.com/insight/content/doi/10.1108/TQM-04-2023-0116/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe present study investigates the impact of managerial psychological characteristics on the supply chain management efficiency (SCME) of companies listed in Tehran Stock Exchange. To this aim, information about 215 companies was analyzed during 2014–2021. The sales per inventory ratio was used to calculate SCME. In the present study, the focus is on characteristics such as managerial entrenchment, managerial myopia, managerial overconfidence (MOC) and managerial narcissism, all considered as managerial attributes. The present findings showed that managerial myopia/managerial entrenchment (MOC/managerial narcissism) have a negative (positive) effect on SCME. Hypothesis testing based on robustness checks confirmed these results. Moreover, the findings are presented separately for companies with high business strategy (first quarter) and low business strategy (third quarter). The results show that at low levels of differentiation strategy, managerial entrenchment does not have a significant effect on SCME while other managerial attributes have a significant effect on both high and low business strategy. The present study contributes to the identification of managerial psychological characteristics influencing SCME to advance future studies and support practical efforts. The present findings can prove the significance of this research and fill the existing gap in research.The impact of managerial psychological characteristics on the supply chain management efficiency
Arash Arianpoor, Imad Taher Lamloom, Bita Moghaddampoor, Hameed Mohsin Khayoon, Ali Shakir Zaidan
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

The present study investigates the impact of managerial psychological characteristics on the supply chain management efficiency (SCME) of companies listed in Tehran Stock Exchange.

To this aim, information about 215 companies was analyzed during 2014–2021. The sales per inventory ratio was used to calculate SCME. In the present study, the focus is on characteristics such as managerial entrenchment, managerial myopia, managerial overconfidence (MOC) and managerial narcissism, all considered as managerial attributes.

The present findings showed that managerial myopia/managerial entrenchment (MOC/managerial narcissism) have a negative (positive) effect on SCME. Hypothesis testing based on robustness checks confirmed these results. Moreover, the findings are presented separately for companies with high business strategy (first quarter) and low business strategy (third quarter). The results show that at low levels of differentiation strategy, managerial entrenchment does not have a significant effect on SCME while other managerial attributes have a significant effect on both high and low business strategy.

The present study contributes to the identification of managerial psychological characteristics influencing SCME to advance future studies and support practical efforts. The present findings can prove the significance of this research and fill the existing gap in research.

]]>
The impact of managerial psychological characteristics on the supply chain management efficiency10.1108/TQM-04-2023-0116The TQM Journal2023-11-02© 2023 Emerald Publishing LimitedArash ArianpoorImad Taher LamloomBita MoghaddampoorHameed Mohsin KhayoonAli Shakir ZaidanThe TQM Journalahead-of-printahead-of-print2023-11-0210.1108/TQM-04-2023-0116https://www.emerald.com/insight/content/doi/10.1108/TQM-04-2023-0116/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Mediating role of nurse job enjoyment and participation in medical affairs on quality of patient care in Saudi hospitalshttps://www.emerald.com/insight/content/doi/10.1108/TQM-04-2023-0119/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe study aims to investigate the nurse job enjoyment and their participation in medical affairs to enchance the quality of patient care in Saudi hospitals. In addition, this study also investigates the management team's role in patient care quality through the mediating effects of nurse job enjoyment and participation in medical affairs. The present study used a self-administered survey questionnaire to collect data from registered nurses in Saudi hospitals. In this study, 600 survey questionnaires were distributed online (Google Forms) and received 266 valid responses (44.33% response rate). In addition, SmartPLS-4.0 was applied to validate the research constructs and test the hypotheses via partial least squares structural equation modelling (PLS-SEM). The study's findings indicate that the job enjoyment of the nurses and participation in medical affairs have positive and significant effects on the quality of patient care. In addition, the research findings also suggest that the management team of the hospitals has a significant indirect influence on the quality of patient care through the medicating effects of nurse job enjoyment and participation in medical affairs. The findings of this study also offer various practical implications. This study showed the direct impact of the management team on job enjoyment, medical affairs and patient care quality. Therefore, hospital authorities and policymakers may emphasise clear communication, collaboration, respect and trust for the effective management team in providing higher-quality patient care. The present study suggests that hospital policymakers should strive to create a positive work environment, provide adequate resources, foster team spirit, offer incentives and allow flexible scheduling to ensure higher job enjoyment and increase nurse participation in medical affairs. This study adds to the growing body of knowledge by investigating the effects of the management team, job enjoyment and nurses' participation in medical affairs on patient care quality. This study also enhances the theoretical depth by exploring the mediating impact of job enjoyment in predicting the relationships between the management team and the quality of care provided to patients. The present study provides guidelines for healthcare service providers or practitioners to focus on the nurses' job enjoyment and their engagement in medical activities to continuously improve the quality of patient care in the hospitals.Mediating role of nurse job enjoyment and participation in medical affairs on quality of patient care in Saudi hospitals
Ibrahim Alqasmi, Selim Ahmed
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

The study aims to investigate the nurse job enjoyment and their participation in medical affairs to enchance the quality of patient care in Saudi hospitals. In addition, this study also investigates the management team's role in patient care quality through the mediating effects of nurse job enjoyment and participation in medical affairs.

The present study used a self-administered survey questionnaire to collect data from registered nurses in Saudi hospitals. In this study, 600 survey questionnaires were distributed online (Google Forms) and received 266 valid responses (44.33% response rate). In addition, SmartPLS-4.0 was applied to validate the research constructs and test the hypotheses via partial least squares structural equation modelling (PLS-SEM).

The study's findings indicate that the job enjoyment of the nurses and participation in medical affairs have positive and significant effects on the quality of patient care. In addition, the research findings also suggest that the management team of the hospitals has a significant indirect influence on the quality of patient care through the medicating effects of nurse job enjoyment and participation in medical affairs.

The findings of this study also offer various practical implications. This study showed the direct impact of the management team on job enjoyment, medical affairs and patient care quality. Therefore, hospital authorities and policymakers may emphasise clear communication, collaboration, respect and trust for the effective management team in providing higher-quality patient care. The present study suggests that hospital policymakers should strive to create a positive work environment, provide adequate resources, foster team spirit, offer incentives and allow flexible scheduling to ensure higher job enjoyment and increase nurse participation in medical affairs.

This study adds to the growing body of knowledge by investigating the effects of the management team, job enjoyment and nurses' participation in medical affairs on patient care quality. This study also enhances the theoretical depth by exploring the mediating impact of job enjoyment in predicting the relationships between the management team and the quality of care provided to patients. The present study provides guidelines for healthcare service providers or practitioners to focus on the nurses' job enjoyment and their engagement in medical activities to continuously improve the quality of patient care in the hospitals.

]]>
Mediating role of nurse job enjoyment and participation in medical affairs on quality of patient care in Saudi hospitals10.1108/TQM-04-2023-0119The TQM Journal2023-10-27© 2023 Emerald Publishing LimitedIbrahim AlqasmiSelim AhmedThe TQM Journalahead-of-printahead-of-print2023-10-2710.1108/TQM-04-2023-0119https://www.emerald.com/insight/content/doi/10.1108/TQM-04-2023-0119/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Exploring gamers' crowdsourcing engagement in Pokémon Go communitieshttps://www.emerald.com/insight/content/doi/10.1108/TQM-05-2021-0131/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestWith the increasing popularity of online games like Pokémon Go, a new wave of crowdsourcing communities have emerged, allowing gamers to collaborate, communicate and share useful game-related information. This paper aims to examine the factors that influence gamers' crowdsourcing behaviour. A conceptual framework is developed that combines the DeLone & McLean model, self-determination theory, and different levels of engagement behaviour. The online survey collected 371 responses that were analysed using Covariance Based Structural Equation Modelling (CB-SEM). The results show that extrinsic and intrinsic motivation positively influenced gamers' crowdsourcing engagement intention. System quality and information quality were also confirmed to be positively associated with gamers' crowdsourcing engagement intention. Furthermore, crowdsourcing engagement intention was found to be positively associated with crowdsourcing content consumption, contribution, and creation. The findings of this study are useful for the owners of Pokémon Go and other gaming-related crowdsourcing platforms in devising tailored strategies to increase the crowdsourcing engagement of gamers. This study provides the first empirical evidence of factors motivating online gamers' crowdsourcing intention. This study also presents novel insight into online gamers' crowdsourcing intention by combining diverse theories which offer different perspectives and a more comprehensive understanding of the phenomenon. Contribution to the research on the intention-behaviour gap by modelling three behavioural outcomes (content creation, contribution, and consumption behaviour) of crowdsourcing engagement intention, is another important contribution of this study.Exploring gamers' crowdsourcing engagement in Pokémon Go communities
Shavneet Sharma, Neale Slack, Kritika Devi, Tuma Greig, Samantha Naidu
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

With the increasing popularity of online games like Pokémon Go, a new wave of crowdsourcing communities have emerged, allowing gamers to collaborate, communicate and share useful game-related information. This paper aims to examine the factors that influence gamers' crowdsourcing behaviour.

A conceptual framework is developed that combines the DeLone & McLean model, self-determination theory, and different levels of engagement behaviour. The online survey collected 371 responses that were analysed using Covariance Based Structural Equation Modelling (CB-SEM).

The results show that extrinsic and intrinsic motivation positively influenced gamers' crowdsourcing engagement intention. System quality and information quality were also confirmed to be positively associated with gamers' crowdsourcing engagement intention. Furthermore, crowdsourcing engagement intention was found to be positively associated with crowdsourcing content consumption, contribution, and creation.

The findings of this study are useful for the owners of Pokémon Go and other gaming-related crowdsourcing platforms in devising tailored strategies to increase the crowdsourcing engagement of gamers.

This study provides the first empirical evidence of factors motivating online gamers' crowdsourcing intention. This study also presents novel insight into online gamers' crowdsourcing intention by combining diverse theories which offer different perspectives and a more comprehensive understanding of the phenomenon. Contribution to the research on the intention-behaviour gap by modelling three behavioural outcomes (content creation, contribution, and consumption behaviour) of crowdsourcing engagement intention, is another important contribution of this study.

]]>
Exploring gamers' crowdsourcing engagement in Pokémon Go communities10.1108/TQM-05-2021-0131The TQM Journal2021-12-07© 2021 Emerald Publishing LimitedShavneet SharmaNeale SlackKritika DeviTuma GreigSamantha NaiduThe TQM Journalahead-of-printahead-of-print2021-12-0710.1108/TQM-05-2021-0131https://www.emerald.com/insight/content/doi/10.1108/TQM-05-2021-0131/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2021 Emerald Publishing Limited
Winning customers' hearts and minds using DFSS in the insurance industryhttps://www.emerald.com/insight/content/doi/10.1108/TQM-05-2022-0171/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to simultaneously examine customer complaints through the proposed novel Design for Six Sigma (DFSS) model which incorporates of creating the new insurance services to win customers' hearts and mind for the insurance industry. A novel DFSS research methodology which includes the theory of inventive problem solving (TRIZ), Pugh concept selection, creative product analysis matrix and importance–satisfaction model (I–S Model) was proposed. In addition, a real insurance company case was studied to illustrate the effectiveness of the proposed DFSS model. The results of a novel DFSS model not only can establish new services, but also can dramatically reduce the cost of resolving customer complaints. The findings of this study are useful for insurance companies and other related service providers in devising tailored strategies to offer quality and suitable services to their customers. This study addresses the paucity of research and marketing gaps through the proposed novel DFSS model for the first time in the insurance industry. These study findings would enable researchers and practitioners to formulate strategies for solving customer complaints effectively and develop new services from time to time.Winning customers' hearts and minds using DFSS in the insurance industry
Jing-Rong Chang, Venkateswarlu Nalluri, Long-Sheng Chen, Shih-Hsun Chen
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims to simultaneously examine customer complaints through the proposed novel Design for Six Sigma (DFSS) model which incorporates of creating the new insurance services to win customers' hearts and mind for the insurance industry.

A novel DFSS research methodology which includes the theory of inventive problem solving (TRIZ), Pugh concept selection, creative product analysis matrix and importance–satisfaction model (I–S Model) was proposed. In addition, a real insurance company case was studied to illustrate the effectiveness of the proposed DFSS model.

The results of a novel DFSS model not only can establish new services, but also can dramatically reduce the cost of resolving customer complaints.

The findings of this study are useful for insurance companies and other related service providers in devising tailored strategies to offer quality and suitable services to their customers.

This study addresses the paucity of research and marketing gaps through the proposed novel DFSS model for the first time in the insurance industry. These study findings would enable researchers and practitioners to formulate strategies for solving customer complaints effectively and develop new services from time to time.

]]>
Winning customers' hearts and minds using DFSS in the insurance industry10.1108/TQM-05-2022-0171The TQM Journal2022-11-01© 2022 Emerald Publishing LimitedJing-Rong ChangVenkateswarlu NalluriLong-Sheng ChenShih-Hsun ChenThe TQM Journalahead-of-printahead-of-print2022-11-0110.1108/TQM-05-2022-0171https://www.emerald.com/insight/content/doi/10.1108/TQM-05-2022-0171/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2022 Emerald Publishing Limited
Unveiling the contextual effects of total quality management to enhance sustainable performancehttps://www.emerald.com/insight/content/doi/10.1108/TQM-05-2023-0124/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe current study focuses on the relationship between total quality management (TQM) and sustainable performance (SP) and examines how TQM practices can facilitate firms' achievement of sustainable performance. Knowledge management (KM), with its four dimensions, i.e. knowledge creation (KCR), knowledge acquisition (KAC), knowledge sharing (KSH) and knowledge application (KAP), is also an essential factor for organizations. Therefore, this study also focuses on the mediating role of KM in the relationship between TQM and sustainable performance. This study used a survey method to collect data from the managers of 485 manufacturing SMEs working in five major industrial cities in Pakistan. Collected data were analyzed through PLS-SEM with the help of smart-PLS. The study's findings reveal that TQM practices positively influence the environmental and economic sustainability of the firm. At the same time, there is no evidence that TQM practices positively affect the social sustainability of the firm. Results further elaborate that TQM practices significantly affect all four dimensions of KM. Moreover, KM positively affects the two dimensions of SP, i.e. economic and social sustainability, but surprisingly, the impact of KM on environmental sustainability is not found. Finally, results indicate the significant mediating role of KM between TQM and SP. This study contributes to bridging research gaps in the literature and advances how TQM, directly and indirectly, helps firms improve sustainable performance via the mediating role of KM.Unveiling the contextual effects of total quality management to enhance sustainable performance
Muhammad Mohsin, Mad Nasir Shamsudin, Nasif Raza Jaffri, Muhammad Idrees, Khalid Jamil
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

The current study focuses on the relationship between total quality management (TQM) and sustainable performance (SP) and examines how TQM practices can facilitate firms' achievement of sustainable performance. Knowledge management (KM), with its four dimensions, i.e. knowledge creation (KCR), knowledge acquisition (KAC), knowledge sharing (KSH) and knowledge application (KAP), is also an essential factor for organizations. Therefore, this study also focuses on the mediating role of KM in the relationship between TQM and sustainable performance.

This study used a survey method to collect data from the managers of 485 manufacturing SMEs working in five major industrial cities in Pakistan. Collected data were analyzed through PLS-SEM with the help of smart-PLS.

The study's findings reveal that TQM practices positively influence the environmental and economic sustainability of the firm. At the same time, there is no evidence that TQM practices positively affect the social sustainability of the firm. Results further elaborate that TQM practices significantly affect all four dimensions of KM. Moreover, KM positively affects the two dimensions of SP, i.e. economic and social sustainability, but surprisingly, the impact of KM on environmental sustainability is not found. Finally, results indicate the significant mediating role of KM between TQM and SP.

This study contributes to bridging research gaps in the literature and advances how TQM, directly and indirectly, helps firms improve sustainable performance via the mediating role of KM.

]]>
Unveiling the contextual effects of total quality management to enhance sustainable performance10.1108/TQM-05-2023-0124The TQM Journal2024-01-10© 2023 Emerald Publishing LimitedMuhammad MohsinMad Nasir ShamsudinNasif Raza JaffriMuhammad IdreesKhalid JamilThe TQM Journalahead-of-printahead-of-print2024-01-1010.1108/TQM-05-2023-0124https://www.emerald.com/insight/content/doi/10.1108/TQM-05-2023-0124/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
A model of increasing performance in sustainable supply chain managementhttps://www.emerald.com/insight/content/doi/10.1108/TQM-05-2023-0128/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestOrganizations experience various issues with the optimum use of data. This study is qualitative research to identify and provide a helpful pattern for increasing the performance of sustainable supply chain management (SSCM). The statistical population in the qualitative section includes managers and experts in the supply chain (SC) and food production. The data were collected via semi-structured interviews, and data saturation happens after the tenth interview. Then, the data were coded using grounded theory and qualitative research analysis. 384 questionnaires were distributed among employees via random sampling. SmartPLS software is used to investigate and analyze the relationships in the mentioned model through 13 core categories. The findings indicate that organizational productivity and SC deficiencies are among the effective factors in the SSCM primarily identified by this study. Moreover, the findings propose that industry SC, macro policies, organizational performance, social factors, economic factors, organizational factors, political factors, technological factors, production and customer are likely to positively impact the SSCM, which have previously been documented by studies. The model and concepts extracted from the responses of research participants show well that there are reasons and motivations for increasing the performance of SSCM. Also, the designed model shows well that the motives and reasons for turning to this system are satisfied due to its implementation.A model of increasing performance in sustainable supply chain management
Masoud Bagherpasandi, Mahdi Salehi, Zohreh Hajiha, Rezvan Hejazi
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

Organizations experience various issues with the optimum use of data. This study is qualitative research to identify and provide a helpful pattern for increasing the performance of sustainable supply chain management (SSCM).

The statistical population in the qualitative section includes managers and experts in the supply chain (SC) and food production. The data were collected via semi-structured interviews, and data saturation happens after the tenth interview. Then, the data were coded using grounded theory and qualitative research analysis. 384 questionnaires were distributed among employees via random sampling. SmartPLS software is used to investigate and analyze the relationships in the mentioned model through 13 core categories.

The findings indicate that organizational productivity and SC deficiencies are among the effective factors in the SSCM primarily identified by this study. Moreover, the findings propose that industry SC, macro policies, organizational performance, social factors, economic factors, organizational factors, political factors, technological factors, production and customer are likely to positively impact the SSCM, which have previously been documented by studies.

The model and concepts extracted from the responses of research participants show well that there are reasons and motivations for increasing the performance of SSCM. Also, the designed model shows well that the motives and reasons for turning to this system are satisfied due to its implementation.

]]>
A model of increasing performance in sustainable supply chain management10.1108/TQM-05-2023-0128The TQM Journal2024-01-10© 2023 Emerald Publishing LimitedMasoud BagherpasandiMahdi SalehiZohreh HajihaRezvan HejaziThe TQM Journalahead-of-printahead-of-print2024-01-1010.1108/TQM-05-2023-0128https://www.emerald.com/insight/content/doi/10.1108/TQM-05-2023-0128/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Emotional intelligence and analytical skill as human capital factors influencing competitiveness through analysis of Toyota Kata, and Quality 4.0: empirical study conducted during COVID-19https://www.emerald.com/insight/content/doi/10.1108/TQM-05-2023-0129/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study empirically tests a model of human capital (HC) factors affecting the organisational competitiveness (OC) of automotive parts suppliers in the Industry 4.0 framework, including concepts such as Toyota Kata (TK), Kaizen and Quality 4.0, during the coronavirus disease 2019 pandemic. An instrument was created to measure emotional intelligence (EI) and analytical skill (AS) as input variables and OC as the output variable. The instrument was distributed electronically to Tier 1 non-technical employees in Nuevo León and Querétaro, México. A total of 195 surveys were obtained. The instrument used stepwise multiple linear regression. This study proposes a model to strengthen the OC of Tier 1 automotive parts supply industry from the perspective of HC factors. Furthermore, it is shown that EI and AS have a positive and significant impact on OC. From an HC perspective, this study provides a useful basis to improve OC for researchers, industry experts and managers at different levels of the automotive industry, including the triple helix (academia, industry and the government). No studies simultaneously test the relationship of EI and AS to OC; therefore, this study fills a gap in the literature. Furthermore, the study explored the literature on individual Kaizen (IK) and TK, leading to a contrast between the definitions of EI and AS. Finally, for EI, a reference to motivation was found in the IK. In the case of AS, an orientation to ability of problem solving was found in TK.Emotional intelligence and analytical skill as human capital factors influencing competitiveness through analysis of Toyota Kata, and Quality 4.0: empirical study conducted during COVID-19
Alejandro Ríos-Hernández, Joel Mendoza-Gómez, Luz María Valdez–de la Rosa
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study empirically tests a model of human capital (HC) factors affecting the organisational competitiveness (OC) of automotive parts suppliers in the Industry 4.0 framework, including concepts such as Toyota Kata (TK), Kaizen and Quality 4.0, during the coronavirus disease 2019 pandemic.

An instrument was created to measure emotional intelligence (EI) and analytical skill (AS) as input variables and OC as the output variable. The instrument was distributed electronically to Tier 1 non-technical employees in Nuevo León and Querétaro, México. A total of 195 surveys were obtained. The instrument used stepwise multiple linear regression.

This study proposes a model to strengthen the OC of Tier 1 automotive parts supply industry from the perspective of HC factors. Furthermore, it is shown that EI and AS have a positive and significant impact on OC.

From an HC perspective, this study provides a useful basis to improve OC for researchers, industry experts and managers at different levels of the automotive industry, including the triple helix (academia, industry and the government).

No studies simultaneously test the relationship of EI and AS to OC; therefore, this study fills a gap in the literature. Furthermore, the study explored the literature on individual Kaizen (IK) and TK, leading to a contrast between the definitions of EI and AS. Finally, for EI, a reference to motivation was found in the IK. In the case of AS, an orientation to ability of problem solving was found in TK.

]]>
Emotional intelligence and analytical skill as human capital factors influencing competitiveness through analysis of Toyota Kata, and Quality 4.0: empirical study conducted during COVID-1910.1108/TQM-05-2023-0129The TQM Journal2023-12-21© 2023 Emerald Publishing LimitedAlejandro Ríos-HernándezJoel Mendoza-GómezLuz María Valdez–de la RosaThe TQM Journalahead-of-printahead-of-print2023-12-2110.1108/TQM-05-2023-0129https://www.emerald.com/insight/content/doi/10.1108/TQM-05-2023-0129/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Unlocking the potential: empirical analysis of enablers, barriers, benefits and technologies for integrating Industry 4.0 and Lean Six Sigma in manufacturing organisationshttps://www.emerald.com/insight/content/doi/10.1108/TQM-05-2023-0130/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe integration of Lean Six Sigma (LSS) and Industry 4.0 (I4.0) is in the nascent stage and promises to achieve new optimums in operational excellence. This study aims to empirically examine the enablers, barriers, benefits and application of I4.0 technologies in LSS and I4.0 integration. A pilot survey was chosen as an appropriate methodology, as LSS and I4.0 integration is still budding. The survey targeted senior quality management professionals, quality managers, team leaders, LSS Black Belts and operations managers to collect the relevant research data. The questionnaire was sent to 200 respondents and received 53 valid responses. This study reveals that “top management support” is an essential enabler for LSS and I4.0 integration. The most significant barrier was “poor understanding of data analysis” and “lack of top management support”. The findings further illustrated that LSS and I4.0 integration resulted in greater efficiency, lower operational costs, improved productivity, improved customer satisfaction and improved quality. Regarding I4.0 technology integration at different phases of LSS, the authors noticed that big data analytics and artificial intelligence (AI) are the most prominent technologies used in all phases of LSS implementation. One of the limitations of this study is the sample size. LSS and I4.0 are emerging concepts; hence, obtaining a larger sample size is difficult. In addition, the study used non-parametric tests to analyse the data. Therefore, future studies should be conducted with large sample sizes across different continents and countries to understand differences in the key findings. The outcomes of this study can be useful for organisational managers to understand the enablers and barriers before integrating LSS and I4.0 for adoption in their organisations. Secondly, it helps to convince top management and human resource personnel by providing a list of benefits of LSS and I4.0 integration. Finally, it can help decision-makers understand which I4.0 technologies can be used in different stages of LSS methodology. LSS and I4.0 integration was studied at a conceptual level. This is the first empirical study targeted toward understanding the LSS and I4.0 integration. In addition, this study investigates the application of widely used I4.0 technologies in different phases of LSS.Unlocking the potential: empirical analysis of enablers, barriers, benefits and technologies for integrating Industry 4.0 and Lean Six Sigma in manufacturing organisations
Maryam Zulfiqar, Michael Sony, Shreeranga Bhat, Jiju Antony, Willem Salentijn, Olivia McDermott
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

The integration of Lean Six Sigma (LSS) and Industry 4.0 (I4.0) is in the nascent stage and promises to achieve new optimums in operational excellence. This study aims to empirically examine the enablers, barriers, benefits and application of I4.0 technologies in LSS and I4.0 integration.

A pilot survey was chosen as an appropriate methodology, as LSS and I4.0 integration is still budding. The survey targeted senior quality management professionals, quality managers, team leaders, LSS Black Belts and operations managers to collect the relevant research data. The questionnaire was sent to 200 respondents and received 53 valid responses.

This study reveals that “top management support” is an essential enabler for LSS and I4.0 integration. The most significant barrier was “poor understanding of data analysis” and “lack of top management support”. The findings further illustrated that LSS and I4.0 integration resulted in greater efficiency, lower operational costs, improved productivity, improved customer satisfaction and improved quality. Regarding I4.0 technology integration at different phases of LSS, the authors noticed that big data analytics and artificial intelligence (AI) are the most prominent technologies used in all phases of LSS implementation.

One of the limitations of this study is the sample size. LSS and I4.0 are emerging concepts; hence, obtaining a larger sample size is difficult. In addition, the study used non-parametric tests to analyse the data. Therefore, future studies should be conducted with large sample sizes across different continents and countries to understand differences in the key findings.

The outcomes of this study can be useful for organisational managers to understand the enablers and barriers before integrating LSS and I4.0 for adoption in their organisations. Secondly, it helps to convince top management and human resource personnel by providing a list of benefits of LSS and I4.0 integration. Finally, it can help decision-makers understand which I4.0 technologies can be used in different stages of LSS methodology.

LSS and I4.0 integration was studied at a conceptual level. This is the first empirical study targeted toward understanding the LSS and I4.0 integration. In addition, this study investigates the application of widely used I4.0 technologies in different phases of LSS.

]]>
Unlocking the potential: empirical analysis of enablers, barriers, benefits and technologies for integrating Industry 4.0 and Lean Six Sigma in manufacturing organisations10.1108/TQM-05-2023-0130The TQM Journal2023-12-28© 2023 Emerald Publishing LimitedMaryam ZulfiqarMichael SonyShreeranga BhatJiju AntonyWillem SalentijnOlivia McDermottThe TQM Journalahead-of-printahead-of-print2023-12-2810.1108/TQM-05-2023-0130https://www.emerald.com/insight/content/doi/10.1108/TQM-05-2023-0130/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Routing TQM through HR strategies to achieve organizational effectiveness: the mediating role of HR outcomes in Indiahttps://www.emerald.com/insight/content/doi/10.1108/TQM-05-2023-0138/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe present research focuses on improving the awareness related to soft total quality management (TQM) practices by looking from the viewpoint of strategic human resources (HR). In addition, it is intended to reflect on the resulting soft TQM-HR outcomes and determine the mediating effect between soft TQM-HR strategies and organizational effectiveness (OE). An exploratory research methodology with an online survey technique was adopted for the study. Three hundred and three managerial-level personnel from nine large Indian manufacturing organizations participated in the research. A theoretical model is projected and verified using correlation and mediation analysis. The results show that commitment, reduced turnover intentions and satisfaction levels of employees mediate the relationship between resources, development and retention strategies and OE. However, the retention strategy has the strongest association with the OE of the three strategies. Also, of the three HR outcomes, satisfaction was strongly associated with OE. The analysis proved that the proposed model is an acceptable fit. Implementing HR-related TQM strategies will likely impact OE since it elicits positive HR outcomes such as commitment, reduced turnover intention and satisfaction. Recognizing human resources as a unique strategic asset will help HR managers devise adequate resourcing, development and retention strategies instrumental in executing TQM. The present micro study is unique in scrutinizing the influence of soft TQM-HR practices on organizational effectiveness by analysing the mediating effects of commitment, reduced turnover intention and satisfaction in Indian large-scale manufacturing organizations. The study is unique since no literature deciphers the linkages between HR strategies and organizational effectiveness in the Indian manufacturing sector.Routing TQM through HR strategies to achieve organizational effectiveness: the mediating role of HR outcomes in India
Surekha Nayak, Anjali Ganesh, Shreeranga Bhat, Roopesh Kumar
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

The present research focuses on improving the awareness related to soft total quality management (TQM) practices by looking from the viewpoint of strategic human resources (HR). In addition, it is intended to reflect on the resulting soft TQM-HR outcomes and determine the mediating effect between soft TQM-HR strategies and organizational effectiveness (OE).

An exploratory research methodology with an online survey technique was adopted for the study. Three hundred and three managerial-level personnel from nine large Indian manufacturing organizations participated in the research. A theoretical model is projected and verified using correlation and mediation analysis.

The results show that commitment, reduced turnover intentions and satisfaction levels of employees mediate the relationship between resources, development and retention strategies and OE. However, the retention strategy has the strongest association with the OE of the three strategies. Also, of the three HR outcomes, satisfaction was strongly associated with OE. The analysis proved that the proposed model is an acceptable fit.

Implementing HR-related TQM strategies will likely impact OE since it elicits positive HR outcomes such as commitment, reduced turnover intention and satisfaction. Recognizing human resources as a unique strategic asset will help HR managers devise adequate resourcing, development and retention strategies instrumental in executing TQM.

The present micro study is unique in scrutinizing the influence of soft TQM-HR practices on organizational effectiveness by analysing the mediating effects of commitment, reduced turnover intention and satisfaction in Indian large-scale manufacturing organizations. The study is unique since no literature deciphers the linkages between HR strategies and organizational effectiveness in the Indian manufacturing sector.

]]>
Routing TQM through HR strategies to achieve organizational effectiveness: the mediating role of HR outcomes in India10.1108/TQM-05-2023-0138The TQM Journal2023-11-27© 2023 Emerald Publishing LimitedSurekha NayakAnjali GaneshShreeranga BhatRoopesh KumarThe TQM Journalahead-of-printahead-of-print2023-11-2710.1108/TQM-05-2023-0138https://www.emerald.com/insight/content/doi/10.1108/TQM-05-2023-0138/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Does integrated store service quality explain omnichannel shoppers' online brand advocacy behaviors?: role of memorable shopping experiences, store attachment, and relationship strengthhttps://www.emerald.com/insight/content/doi/10.1108/TQM-05-2023-0147/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe online brand advocacy behaviors of omnichannel shoppers, who mainly rely on integrated brick-and-mortar stores (recognized as a vital channel for delivering a seamless shopping experience and meeting the dynamic needs of the shoppers), are still understudied. This study aims to investigate how integrated store service quality (ISSQ) may elicit both positive and negative emotions that contribute to a memorable omnichannel shopping experience and have an impact on shoppers' attachment to the store, leading to their exhibition of online brand advocacy behaviors (brand defense, brand positivity, brand knowledge sharing and virtual positive expression). The study is a cross-sectional, descriptive and quantitative investigation. The research participants were chosen using a purposive sampling technique. Using a validated self-administered questionnaire, data were gathered from 886 Indian omnichannel shoppers who often purchase at the integrated brick-and-mortar store. The proposed conceptual model was tested using Smart PLS software for partial least squares-structural equation modeling. The results indicate that positive and negative emotions mediate the relationship between ISSQ and memorable omnichannel shopping experiences, subsequently impacting omnichannel shoppers' attachment to the store and leading to online brand advocacy behaviors. The relationship strength perceived by shoppers significantly positively moderated the relationship between store attachment and different online brand advocacy behaviors (brand defense, brand positivity, brand knowledge sharing and virtual positive expression). The study relied upon single cross-sectional data from the Indian population, where omnichannel retailing is still nascent. This study addresses the need to investigate the different emotions that arise while evaluating service quality in omnichannel retail purchase journeys leading to memorable shopping experiences. Emphasizing post-purchase behaviors like different online brand advocacy behaviors (brand defense, brand positivity, brand knowledge sharing and virtual positive expression), this study is the first to show that ISSQ might affect four different OBAs through memorable omnichannel shopping experience and the shopper's sense of attachment to the store. The moderating effect of relationship strength perceived by shoppers with the retailer on a few proposed hypotheses was also tested to give managerial recommendations.Does integrated store service quality explain omnichannel shoppers' online brand advocacy behaviors?: role of memorable shopping experiences, store attachment, and relationship strength
Thamaraiselvan Natarajan, Deepak Ramanan Veera Raghavan
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

The online brand advocacy behaviors of omnichannel shoppers, who mainly rely on integrated brick-and-mortar stores (recognized as a vital channel for delivering a seamless shopping experience and meeting the dynamic needs of the shoppers), are still understudied. This study aims to investigate how integrated store service quality (ISSQ) may elicit both positive and negative emotions that contribute to a memorable omnichannel shopping experience and have an impact on shoppers' attachment to the store, leading to their exhibition of online brand advocacy behaviors (brand defense, brand positivity, brand knowledge sharing and virtual positive expression).

The study is a cross-sectional, descriptive and quantitative investigation. The research participants were chosen using a purposive sampling technique. Using a validated self-administered questionnaire, data were gathered from 886 Indian omnichannel shoppers who often purchase at the integrated brick-and-mortar store. The proposed conceptual model was tested using Smart PLS software for partial least squares-structural equation modeling.

The results indicate that positive and negative emotions mediate the relationship between ISSQ and memorable omnichannel shopping experiences, subsequently impacting omnichannel shoppers' attachment to the store and leading to online brand advocacy behaviors. The relationship strength perceived by shoppers significantly positively moderated the relationship between store attachment and different online brand advocacy behaviors (brand defense, brand positivity, brand knowledge sharing and virtual positive expression).

The study relied upon single cross-sectional data from the Indian population, where omnichannel retailing is still nascent.

This study addresses the need to investigate the different emotions that arise while evaluating service quality in omnichannel retail purchase journeys leading to memorable shopping experiences. Emphasizing post-purchase behaviors like different online brand advocacy behaviors (brand defense, brand positivity, brand knowledge sharing and virtual positive expression), this study is the first to show that ISSQ might affect four different OBAs through memorable omnichannel shopping experience and the shopper's sense of attachment to the store. The moderating effect of relationship strength perceived by shoppers with the retailer on a few proposed hypotheses was also tested to give managerial recommendations.

]]>
Does integrated store service quality explain omnichannel shoppers' online brand advocacy behaviors?: role of memorable shopping experiences, store attachment, and relationship strength10.1108/TQM-05-2023-0147The TQM Journal2023-10-27© 2023 Emerald Publishing LimitedThamaraiselvan NatarajanDeepak Ramanan Veera RaghavanThe TQM Journalahead-of-printahead-of-print2023-10-2710.1108/TQM-05-2023-0147https://www.emerald.com/insight/content/doi/10.1108/TQM-05-2023-0147/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
The mediating role of strategic planning awareness in the impact of organizational innovation on business excellence in hospitalshttps://www.emerald.com/insight/content/doi/10.1108/TQM-05-2023-0155/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestEvaluating the operational outcomes of hospitals is critical concerns for hospital managers. The realization of these evaluations through the principles of Total Quality Management (TQM) is important so that decision-makers can base their decisions on rational grounds. To achieve TQM principles, hospitals need innovative processes that can adapt to changing patient expectations. Innovation activities that will lead to business excellence can be achieved with the strategic planning awareness of healthcare professionals. In this study, it is aimed to evaluate the effect of organizational innovation on business excellence and to reveal the role of strategic planning awareness in this relationship in hospitals. The data were collected using a quantitative questionnaire to 450 healthcare professionals working in private hospitals operating in Istanbul (Turkey). The data were analyzed using the AMOS (Analysis of Moment Structures) 23.0 and SPSS (Statistical Package for the Social Sciences) for Windows 25.0 program. In addition to the reliability analysis, confirmatory factor analysis was performed using the AMOS program to test the construct validity of the scales. The model established in line with the research hypotheses was tested with path analysis and mediator role analysis. The results confirm that organizational innovation has a statistically significant and positive effect on strategic planning awareness and business excellence. In addition, it has been determined that strategic planning awareness has a statistically significant and positive effect on business excellence. Moreover, the research model confirms that strategic planning awareness plays a mediating role in the relationship between organizational innovation and business excellence. The limitation of the study is that it was conducted only in private hospitals. A comparative study that includes the public health sector can further strengthen the research framework. Hospitals that invest in innovative activities can get the reward of their efforts as business excellence. However, this is affected by the strategic planning awareness of healthcare professionals. Research results present the role of strategic planning awareness on the way to business excellence led by organizational innovation. Achieving business excellence in complex and constantly changing environmental conditions depends on an appropriate strategic plan for hospitals. In order to achieve these goals included in the strategic plans, the education of healthcare professionals that contributes to their strategic perspectives should be supported and their participation in decision-making processes should be ensured. The research contributes to the literature on the relationship between organizational innovation and business excellence in the health sector. In addition, revealing the role of strategic planning awareness of healthcare professionals in this relationship is the originality of the research. In addition, the research supports the literature that allows performance evaluation in hospitals to be carried out with a business excellence model based on TQM.The mediating role of strategic planning awareness in the impact of organizational innovation on business excellence in hospitals
Tutku Ekiz Kavukoğlu, Emre İşci
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

Evaluating the operational outcomes of hospitals is critical concerns for hospital managers. The realization of these evaluations through the principles of Total Quality Management (TQM) is important so that decision-makers can base their decisions on rational grounds. To achieve TQM principles, hospitals need innovative processes that can adapt to changing patient expectations. Innovation activities that will lead to business excellence can be achieved with the strategic planning awareness of healthcare professionals. In this study, it is aimed to evaluate the effect of organizational innovation on business excellence and to reveal the role of strategic planning awareness in this relationship in hospitals.

The data were collected using a quantitative questionnaire to 450 healthcare professionals working in private hospitals operating in Istanbul (Turkey). The data were analyzed using the AMOS (Analysis of Moment Structures) 23.0 and SPSS (Statistical Package for the Social Sciences) for Windows 25.0 program. In addition to the reliability analysis, confirmatory factor analysis was performed using the AMOS program to test the construct validity of the scales. The model established in line with the research hypotheses was tested with path analysis and mediator role analysis.

The results confirm that organizational innovation has a statistically significant and positive effect on strategic planning awareness and business excellence. In addition, it has been determined that strategic planning awareness has a statistically significant and positive effect on business excellence. Moreover, the research model confirms that strategic planning awareness plays a mediating role in the relationship between organizational innovation and business excellence.

The limitation of the study is that it was conducted only in private hospitals. A comparative study that includes the public health sector can further strengthen the research framework.

Hospitals that invest in innovative activities can get the reward of their efforts as business excellence. However, this is affected by the strategic planning awareness of healthcare professionals. Research results present the role of strategic planning awareness on the way to business excellence led by organizational innovation. Achieving business excellence in complex and constantly changing environmental conditions depends on an appropriate strategic plan for hospitals. In order to achieve these goals included in the strategic plans, the education of healthcare professionals that contributes to their strategic perspectives should be supported and their participation in decision-making processes should be ensured.

The research contributes to the literature on the relationship between organizational innovation and business excellence in the health sector. In addition, revealing the role of strategic planning awareness of healthcare professionals in this relationship is the originality of the research. In addition, the research supports the literature that allows performance evaluation in hospitals to be carried out with a business excellence model based on TQM.

]]>
The mediating role of strategic planning awareness in the impact of organizational innovation on business excellence in hospitals10.1108/TQM-05-2023-0155The TQM Journal2023-09-01© 2023 Emerald Publishing LimitedTutku Ekiz KavukoğluEmre İşciThe TQM Journalahead-of-printahead-of-print2023-09-0110.1108/TQM-05-2023-0155https://www.emerald.com/insight/content/doi/10.1108/TQM-05-2023-0155/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Healthy and quality food attitudes and lifestyle: a generational cohort comparisonhttps://www.emerald.com/insight/content/doi/10.1108/TQM-05-2023-0156/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe purpose of this study is to investigate how the different generations of consumers behave in the field of healthy and quality food consumption, considering their perceptions about healthy attributes and healthy eating style, what are the main trusted sources influencing consumption or the attention towards healthy and quality food, how do they behave towards healthy and quality foods and which benefits and barriers affect their consumption. Data for this study were obtained from a questionnaire survey carried out over a six-month period in 2021. The questionnaire was administered online. The sampling procedure was based on a convenient non-random sampling method applied to the Italian population aged between 18 and 75 years old. The data collection process resulted in 1,646 completed questionnaires. The results show that, in line with the theory of generational cohorts, each generation has its own specificities regarding food behaviour. The study reveals a highly sensitive approach towards healthy and quality food consumption from both Z-ers and the Baby Boomers, whilst X-ers are quite aligned with the other generations. Millennials show specific, sometimes contradictory, attitudes and habits. The present results offer new insights into the analysis of healthy and quality food consumption, highlighting significant differences amongst generations, which can inspire public and private intervention aimed at encouraging the overall attention and consumption of healthy and quality food with related implications in terms of society's well-being and longevity improvements.Healthy and quality food attitudes and lifestyle: a generational cohort comparison
Elisabetta Savelli, Federica Murmura, Laura Bravi
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

The purpose of this study is to investigate how the different generations of consumers behave in the field of healthy and quality food consumption, considering their perceptions about healthy attributes and healthy eating style, what are the main trusted sources influencing consumption or the attention towards healthy and quality food, how do they behave towards healthy and quality foods and which benefits and barriers affect their consumption.

Data for this study were obtained from a questionnaire survey carried out over a six-month period in 2021. The questionnaire was administered online. The sampling procedure was based on a convenient non-random sampling method applied to the Italian population aged between 18 and 75 years old. The data collection process resulted in 1,646 completed questionnaires.

The results show that, in line with the theory of generational cohorts, each generation has its own specificities regarding food behaviour. The study reveals a highly sensitive approach towards healthy and quality food consumption from both Z-ers and the Baby Boomers, whilst X-ers are quite aligned with the other generations. Millennials show specific, sometimes contradictory, attitudes and habits.

The present results offer new insights into the analysis of healthy and quality food consumption, highlighting significant differences amongst generations, which can inspire public and private intervention aimed at encouraging the overall attention and consumption of healthy and quality food with related implications in terms of society's well-being and longevity improvements.

]]>
Healthy and quality food attitudes and lifestyle: a generational cohort comparison10.1108/TQM-05-2023-0156The TQM Journal2023-10-06© 2023 Emerald Publishing LimitedElisabetta SavelliFederica MurmuraLaura BraviThe TQM Journalahead-of-printahead-of-print2023-10-0610.1108/TQM-05-2023-0156https://www.emerald.com/insight/content/doi/10.1108/TQM-05-2023-0156/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Paving the way to successful six sigma implementation: investigating critical success factors as precursors: an empirical studyhttps://www.emerald.com/insight/content/doi/10.1108/TQM-05-2023-0157/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestNumerous attempts at installing six sigma (SS) have faced challenges and fallen short of the desired success. Thus, it becomes vital to identify the critical factors and characteristics that play a pivotal role in achieving successful adoption. In this study the research has aimed to highlight that a considerable number of corporate SS initiatives, around 60%, fail primarily due to the improper incorporation of essential elements and flawed assumptions. To validate the influence of critical success factors (CSFs) on SS accomplishment, the study employed a research design combining exploratory and mixed-methods approaches. A Likert-scale questionnaire was utilized, and a simple random sampling method was employed to gather data. Out of the 2,325 potential participants approached, 573 responses were received, primarily from Germany, the United Kingdom and Sweden. The analysis focused on 260 completed questionnaires and statistical methods including structural equation modeling (SEM), exploratory factor analysis (EFA) and Confirmatory Factor Analysis (CFA) were utilized for data analysis. The study acknowledged four essential components of CSFs that are imperative for sustaining the success of SS: (1) Competence of belt System employees; (2) Project management skills; (3) Organizational economic capability and (4) Leadership commitment and engagement. These factors were identified as significant contributors to the maintenance of SS’s success. The practical implications of this research imply that institutions, practitioners, and researchers can utilize the four identified factors to foster the sustainable deployment of SS initiatives. By incorporating these factors, organizations can enhance the effectiveness and longevity of their SS practices. The investigation's originality lies in its contribution to assessing CSFs in SS deployment within the European automobile industry, utilizing a mixed-methods research design supplemented by descriptive statistics.Paving the way to successful six sigma implementation: investigating critical success factors as precursors: an empirical study
Anthony Bagherian, Mark Gershon, Sunil Kumar
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

Numerous attempts at installing six sigma (SS) have faced challenges and fallen short of the desired success. Thus, it becomes vital to identify the critical factors and characteristics that play a pivotal role in achieving successful adoption. In this study the research has aimed to highlight that a considerable number of corporate SS initiatives, around 60%, fail primarily due to the improper incorporation of essential elements and flawed assumptions.

To validate the influence of critical success factors (CSFs) on SS accomplishment, the study employed a research design combining exploratory and mixed-methods approaches. A Likert-scale questionnaire was utilized, and a simple random sampling method was employed to gather data. Out of the 2,325 potential participants approached, 573 responses were received, primarily from Germany, the United Kingdom and Sweden. The analysis focused on 260 completed questionnaires and statistical methods including structural equation modeling (SEM), exploratory factor analysis (EFA) and Confirmatory Factor Analysis (CFA) were utilized for data analysis.

The study acknowledged four essential components of CSFs that are imperative for sustaining the success of SS: (1) Competence of belt System employees; (2) Project management skills; (3) Organizational economic capability and (4) Leadership commitment and engagement. These factors were identified as significant contributors to the maintenance of SS’s success.

The practical implications of this research imply that institutions, practitioners, and researchers can utilize the four identified factors to foster the sustainable deployment of SS initiatives. By incorporating these factors, organizations can enhance the effectiveness and longevity of their SS practices.

The investigation's originality lies in its contribution to assessing CSFs in SS deployment within the European automobile industry, utilizing a mixed-methods research design supplemented by descriptive statistics.

]]>
Paving the way to successful six sigma implementation: investigating critical success factors as precursors: an empirical study10.1108/TQM-05-2023-0157The TQM Journal2023-12-28© 2023 Emerald Publishing LimitedAnthony BagherianMark GershonSunil KumarThe TQM Journalahead-of-printahead-of-print2023-12-2810.1108/TQM-05-2023-0157https://www.emerald.com/insight/content/doi/10.1108/TQM-05-2023-0157/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Acquisition or investment: a manufacturer quality improvement strategic choicehttps://www.emerald.com/insight/content/doi/10.1108/TQM-06-2022-0191/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis paper explores how the manufacturer’s strategic choice (acquisition or investment) impacts product quality in a supply chain comprising two complementary suppliers and a common manufacturer. The manufacturer faces six strategic choices to improve product quality: acquiring or investing in the high-capable supplier, the low-capable supplier, or both. As the Stackelberg leader, the manufacturer determines which strategy is adopted, while suppliers are separately responsible for components’ quality and wholesale prices. The authors use game theory and calculate the model with Mathematica. The authors develop analytical models to analyze how acquisition costs, investment proportions, component importance and quality improvement coefficients influence decision-makers. The results show that the highest quality may not benefit the manufacturer. Investing in or acquiring a low-capable supplier is better than a high-capable supplier under certain conditions. If the gaps between two suppliers’ quality improvement coefficients and the importance of two components are dramatic, the manufacturer should choose an investment strategy. This study contributes to the complementary supply chain management by comparing two kinds of strategies-acquisition and investment, with a high-capable supplier and a low-capable supplier.Acquisition or investment: a manufacturer quality improvement strategic choice
Suyuan Wang, Huaming Song, Hongfu Huang, Qiang Huang
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

This paper explores how the manufacturer’s strategic choice (acquisition or investment) impacts product quality in a supply chain comprising two complementary suppliers and a common manufacturer.

The manufacturer faces six strategic choices to improve product quality: acquiring or investing in the high-capable supplier, the low-capable supplier, or both. As the Stackelberg leader, the manufacturer determines which strategy is adopted, while suppliers are separately responsible for components’ quality and wholesale prices. The authors use game theory and calculate the model with Mathematica.

The authors develop analytical models to analyze how acquisition costs, investment proportions, component importance and quality improvement coefficients influence decision-makers. The results show that the highest quality may not benefit the manufacturer. Investing in or acquiring a low-capable supplier is better than a high-capable supplier under certain conditions. If the gaps between two suppliers’ quality improvement coefficients and the importance of two components are dramatic, the manufacturer should choose an investment strategy.

This study contributes to the complementary supply chain management by comparing two kinds of strategies-acquisition and investment, with a high-capable supplier and a low-capable supplier.

]]>
Acquisition or investment: a manufacturer quality improvement strategic choice10.1108/TQM-06-2022-0191The TQM Journal2023-04-07© 2023 Emerald Publishing LimitedSuyuan WangHuaming SongHongfu HuangQiang HuangThe TQM Journalahead-of-printahead-of-print2023-04-0710.1108/TQM-06-2022-0191https://www.emerald.com/insight/content/doi/10.1108/TQM-06-2022-0191/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
A brief review of partial least squares structural equation modeling (PLS-SEM) use in quality management studieshttps://www.emerald.com/insight/content/doi/10.1108/TQM-06-2022-0197/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestPartial least squares structural equation modeling (PLS-SEM) has become an established social sciences multivariate analysis technique. Since quality management researchers also increasingly using PLS-SEM, this growing interest calls for guidance. Based on established guidelines for applying PLS-SEM and evaluating the results, this research reviews 107 articles applying the method and published in eight leading quality management journals. The use of PLS-SEM in quality management often only draws on limited information and analysis results. The discipline would benefit from the method's more comprehensive use by following established guidelines. Specifically, the use of predictive model assessment and more advanced PLS-SEM analyses harbors the potential to provide more detailed findings and conclusions when applying the method. This research provides first insights into PLS-SEM's use in quality management. Future research should identify the key areas and the core quality management models that best support the method's capabilities and researchers' goals. The results of this analysis guide researchers who use the PLS-SEM method for their quality management studies. This is the first article to systematically review the use of PLS-SEM in the quality management discipline.A brief review of partial least squares structural equation modeling (PLS-SEM) use in quality management studies
Francesca Magno, Fabio Cassia, Christian M. Ringle
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

Partial least squares structural equation modeling (PLS-SEM) has become an established social sciences multivariate analysis technique. Since quality management researchers also increasingly using PLS-SEM, this growing interest calls for guidance.

Based on established guidelines for applying PLS-SEM and evaluating the results, this research reviews 107 articles applying the method and published in eight leading quality management journals.

The use of PLS-SEM in quality management often only draws on limited information and analysis results. The discipline would benefit from the method's more comprehensive use by following established guidelines. Specifically, the use of predictive model assessment and more advanced PLS-SEM analyses harbors the potential to provide more detailed findings and conclusions when applying the method.

This research provides first insights into PLS-SEM's use in quality management. Future research should identify the key areas and the core quality management models that best support the method's capabilities and researchers' goals.

The results of this analysis guide researchers who use the PLS-SEM method for their quality management studies.

This is the first article to systematically review the use of PLS-SEM in the quality management discipline.

]]>
A brief review of partial least squares structural equation modeling (PLS-SEM) use in quality management studies10.1108/TQM-06-2022-0197The TQM Journal2022-12-02© 2022 Francesca Magno, Fabio Cassia and Christian M. RingleFrancesca MagnoFabio CassiaChristian M. RingleThe TQM Journalahead-of-printahead-of-print2022-12-0210.1108/TQM-06-2022-0197https://www.emerald.com/insight/content/doi/10.1108/TQM-06-2022-0197/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2022 Francesca Magno, Fabio Cassia and Christian M. Ringlehttp://creativecommons.org/licences/by/4.0/legalcode
An empirical study on implementation of sustainable production practices in Indian manufacturing industryhttps://www.emerald.com/insight/content/doi/10.1108/TQM-06-2022-0209/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestSustainable production (SP) is an efficient and influential approach of production for Indian manufacturing industries as it preserves the social, environmental and economic aspects of production activities altogether. The objective of this research work is to investigate the implementation status of SP practices in Indian manufacturing industries by utilizing empirical survey methodology. A questionnaire survey methodology was adapted, and the questionnaire was prepared by intense literature survey along with by opinions from experts in the field of SP. This questionnaire was sent to 753 different organizations at different locations across India. This study collected responses from manufacturing industries as per 2021 directory of Confederation of Indian Industries for the duration of 7 week. Top level managers were the target respondents. The study propagated with 242 responses which were observed complete in all respects. The study identified that though the majority of the organizations are claiming to follow SP practices since long time, they actually are lagging in proper understanding SP practices. Majority of them are implementing it in specific departments in their organization. They are coming across multiple barriers in the implementation of SP practices among which unrecognized financial benefits and lack of proper government policies are prime. The study suggests that the Indian organizations needs feasible framework with adaptable guidelines. This work is centered towards manufacturing organizations and targets only the leading industrial sectors in India. Thus, the outcomes of this study may not be generalized for all the sectors of Indian industries. Additionally, it can also be assumed that higher number of responses would have contributed to more clear visualization of implementation status of SP practices among Indian industries. Sustainable approaches in production activities are very lucrative for industries worldwide, due to their advantages. Numerous researchers are also putting their efforts to explore more about various aspects of sustainability. Mostly they are focusing on single or few aspects of SP and its implementation in particular region or country. Very few research works are dedicated to knowing the implementation status of SP in Indian manufacturing industries and they are limited in various aspects. This study presents a dedicated approach to investigate the implementation status of SP practices in Indian manufacturing industries.An empirical study on implementation of sustainable production practices in Indian manufacturing industry
Neeraj Kumar Jha, Naga Vamsi Krishna Jasti, Phaneendra Kiran Chaganti, Srinivas Kota, Gaurav Nagpal
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

Sustainable production (SP) is an efficient and influential approach of production for Indian manufacturing industries as it preserves the social, environmental and economic aspects of production activities altogether. The objective of this research work is to investigate the implementation status of SP practices in Indian manufacturing industries by utilizing empirical survey methodology.

A questionnaire survey methodology was adapted, and the questionnaire was prepared by intense literature survey along with by opinions from experts in the field of SP. This questionnaire was sent to 753 different organizations at different locations across India. This study collected responses from manufacturing industries as per 2021 directory of Confederation of Indian Industries for the duration of 7 week. Top level managers were the target respondents. The study propagated with 242 responses which were observed complete in all respects.

The study identified that though the majority of the organizations are claiming to follow SP practices since long time, they actually are lagging in proper understanding SP practices. Majority of them are implementing it in specific departments in their organization. They are coming across multiple barriers in the implementation of SP practices among which unrecognized financial benefits and lack of proper government policies are prime. The study suggests that the Indian organizations needs feasible framework with adaptable guidelines.

This work is centered towards manufacturing organizations and targets only the leading industrial sectors in India. Thus, the outcomes of this study may not be generalized for all the sectors of Indian industries. Additionally, it can also be assumed that higher number of responses would have contributed to more clear visualization of implementation status of SP practices among Indian industries.

Sustainable approaches in production activities are very lucrative for industries worldwide, due to their advantages. Numerous researchers are also putting their efforts to explore more about various aspects of sustainability. Mostly they are focusing on single or few aspects of SP and its implementation in particular region or country. Very few research works are dedicated to knowing the implementation status of SP in Indian manufacturing industries and they are limited in various aspects. This study presents a dedicated approach to investigate the implementation status of SP practices in Indian manufacturing industries.

]]>
An empirical study on implementation of sustainable production practices in Indian manufacturing industry10.1108/TQM-06-2022-0209The TQM Journal2023-10-03© 2023 Emerald Publishing LimitedNeeraj Kumar JhaNaga Vamsi Krishna JastiPhaneendra Kiran ChagantiSrinivas KotaGaurav NagpalThe TQM Journalahead-of-printahead-of-print2023-10-0310.1108/TQM-06-2022-0209https://www.emerald.com/insight/content/doi/10.1108/TQM-06-2022-0209/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Measuring the readiness level for Kaizen projects: a multi-layer Bayesian decision-making frameworkhttps://www.emerald.com/insight/content/doi/10.1108/TQM-06-2023-0166/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestAcquainting organisations regarding the concepts of Total Quality Management (TQM) and its implementation is one measure that effectively improves their global position and performance. Kaizen is one of the concepts of TQM, which focuses on low-cost organisational transformational methods and often saves consuming significant resources (time, capital, etc.). Using Kaizen in organisational transformation sets efficient guidelines to improve processes agility and leanness and increase manufacturing productivity. Hence, this study aims to identify the key success factors in Kaizen projects and presents a score function that measures the readiness level of organisations to implement Kaizen projects. A literature review first extracts the key success factors in Kaizen projects. Afterwards, the selected factors are screened via the fuzzy Delphi method using expert opinions from the manufacturing sector of an emerging economy. Subsequently, their importance is cross-examined by the Bayesian best–worst Method (BBWM). The BBWM is one of the most recent multiple criteria decision-making (MCDM) methods that lead to stable, dynamic and robust pairwise comparisons. After analysing the weights of the key factors, a score function is designed so that organisations can understand how much they are ready to launch Kaizen projects. According to the findings, “Training and education” and “Employee attitude” played an important role in the success of Kaizen projects. The literature extracted 22 success factors of Kaizen projects, and 10 factors were eliminated through the fuzzy Delphi method. Twelve success factors in Kaizen projects were evaluated and investigated through the BBWM. Matching to this method, “Training and education” and “Employee attitude” weighed 0.119 and 0.112, relatively. Furthermore, “Support from senior management” was the least important factor. To the best knowledge of the authors, this is the first research in which the success factors of Kaizen projects have been identified and analysed through an integrated multi-layer decision-making framework. Although some studies have investigated the key success factors of Kaizen projects and analysed them through statistical approaches, research that examines the success factors of Kaizen projects through MCDM methods is yet to be reported. Moreover, the score function that measures the level of readiness of each organisation for the successful implementation of Kaizen projects is a unique contribution to this research.Measuring the readiness level for Kaizen projects: a multi-layer Bayesian decision-making framework
Hannan Amoozad Mahdiraji, Hojatallah Sharifpour Arabi, Jose Arturo Garza-Reyes, Abdul Jabbar
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

Acquainting organisations regarding the concepts of Total Quality Management (TQM) and its implementation is one measure that effectively improves their global position and performance. Kaizen is one of the concepts of TQM, which focuses on low-cost organisational transformational methods and often saves consuming significant resources (time, capital, etc.). Using Kaizen in organisational transformation sets efficient guidelines to improve processes agility and leanness and increase manufacturing productivity. Hence, this study aims to identify the key success factors in Kaizen projects and presents a score function that measures the readiness level of organisations to implement Kaizen projects.

A literature review first extracts the key success factors in Kaizen projects. Afterwards, the selected factors are screened via the fuzzy Delphi method using expert opinions from the manufacturing sector of an emerging economy. Subsequently, their importance is cross-examined by the Bayesian best–worst Method (BBWM). The BBWM is one of the most recent multiple criteria decision-making (MCDM) methods that lead to stable, dynamic and robust pairwise comparisons. After analysing the weights of the key factors, a score function is designed so that organisations can understand how much they are ready to launch Kaizen projects.

According to the findings, “Training and education” and “Employee attitude” played an important role in the success of Kaizen projects. The literature extracted 22 success factors of Kaizen projects, and 10 factors were eliminated through the fuzzy Delphi method. Twelve success factors in Kaizen projects were evaluated and investigated through the BBWM. Matching to this method, “Training and education” and “Employee attitude” weighed 0.119 and 0.112, relatively. Furthermore, “Support from senior management” was the least important factor.

To the best knowledge of the authors, this is the first research in which the success factors of Kaizen projects have been identified and analysed through an integrated multi-layer decision-making framework. Although some studies have investigated the key success factors of Kaizen projects and analysed them through statistical approaches, research that examines the success factors of Kaizen projects through MCDM methods is yet to be reported. Moreover, the score function that measures the level of readiness of each organisation for the successful implementation of Kaizen projects is a unique contribution to this research.

]]>
Measuring the readiness level for Kaizen projects: a multi-layer Bayesian decision-making framework10.1108/TQM-06-2023-0166The TQM Journal2023-10-09© 2023 Emerald Publishing LimitedHannan Amoozad MahdirajiHojatallah Sharifpour ArabiJose Arturo Garza-ReyesAbdul JabbarThe TQM Journalahead-of-printahead-of-print2023-10-0910.1108/TQM-06-2023-0166https://www.emerald.com/insight/content/doi/10.1108/TQM-06-2023-0166/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
A sense of urgency as a driver of individual kaizen performance: moderating role of organizational culturehttps://www.emerald.com/insight/content/doi/10.1108/TQM-06-2023-0169/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestDuring crises, notably the recent COVID-19 pandemic, a heightened sense of urgency has manifested as a catalyst for improvement within organizations. The present study aims to explore the influence of a sense of urgency on individual kaizen performance. Additionally, the study delves into the potential moderating roles of organizational culture in this relationship. Data samples include 481 employees who are working at Japanese manufacturing companies. SPSS software is used for data analysis, comprising measurement test, correlation and regression analysis. A sense of urgency was found to predict a higher number of accepted suggestions. Moreover, there is a significant and positive interaction effect of adhocracy culture and a sense of urgency on writing and submitting ideas. As an initial study that empirically tests the relationship between a sense of urgency and individual kaizen performance, this paper contributes to the literature on kaizen, change management and innovation. It also corroborates previous research on the Person-Organization fit framework.A sense of urgency as a driver of individual kaizen performance: moderating role of organizational culture
Hao Anh Nguyen, Kodo Yokozawa, Manuel F. Suárez-Barraza
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

During crises, notably the recent COVID-19 pandemic, a heightened sense of urgency has manifested as a catalyst for improvement within organizations. The present study aims to explore the influence of a sense of urgency on individual kaizen performance. Additionally, the study delves into the potential moderating roles of organizational culture in this relationship.

Data samples include 481 employees who are working at Japanese manufacturing companies. SPSS software is used for data analysis, comprising measurement test, correlation and regression analysis.

A sense of urgency was found to predict a higher number of accepted suggestions. Moreover, there is a significant and positive interaction effect of adhocracy culture and a sense of urgency on writing and submitting ideas.

As an initial study that empirically tests the relationship between a sense of urgency and individual kaizen performance, this paper contributes to the literature on kaizen, change management and innovation. It also corroborates previous research on the Person-Organization fit framework.

]]>
A sense of urgency as a driver of individual kaizen performance: moderating role of organizational culture10.1108/TQM-06-2023-0169The TQM Journal2023-11-16© 2023 Emerald Publishing LimitedHao Anh NguyenKodo YokozawaManuel F. Suárez-BarrazaThe TQM Journalahead-of-printahead-of-print2023-11-1610.1108/TQM-06-2023-0169https://www.emerald.com/insight/content/doi/10.1108/TQM-06-2023-0169/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Assessing solutions to overcome Quality 4.0 barriers: a decision-making frameworkhttps://www.emerald.com/insight/content/doi/10.1108/TQM-06-2023-0170/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe industrial revolution changed the market landscape significantly in all industrial sectors. It has a noteworthy impact on enhancing the quality of goods and services. The quality aspect is of utmost concern and determines the success or failure of any product. Therefore, the presented study analyses the key barriers and solutions of Quality 4.0. Twenty barriers and fifteen solutions were identified using a literature review and investigated using a hybrid approach. Barrier weights were evaluated with the help of the fuzzy AHP method. Furthermore, the computed weights were used to perform computations in the next step using fuzzy-TOPSIS to prioritize the ranking of identified solutions. The research results show that “Lack of applying advanced analytics to uncover Quality 4.0 initiatives” and “Lack of integrating data from various sources across the organization” are the topmost barriers. Furthermore, “Implement a leadership development program focused on Quality 4.0” and “Cross-departmental peer learning environment” are the topmost solutions. Managers and industrialists can benefit from Quality 4.0 through improved decision-making, process efficiency, supply chain collaboration, agile quality management, enhanced customer experience and a culture of continuous improvement. This results in better quality, operational effectiveness and a competitive edge. The solutions need to be mapped with barriers to adopting Quality 4.0. Furthermore, the research results involve novelty by prioritizing the solutions to overcome the anticipated barriers.Assessing solutions to overcome Quality 4.0 barriers: a decision-making framework
Naveen Virmani, Manas Upadhyay, Sunil Luthra, Sanjeet Singh, Arvind Upadhyay
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

The industrial revolution changed the market landscape significantly in all industrial sectors. It has a noteworthy impact on enhancing the quality of goods and services. The quality aspect is of utmost concern and determines the success or failure of any product. Therefore, the presented study analyses the key barriers and solutions of Quality 4.0.

Twenty barriers and fifteen solutions were identified using a literature review and investigated using a hybrid approach. Barrier weights were evaluated with the help of the fuzzy AHP method. Furthermore, the computed weights were used to perform computations in the next step using fuzzy-TOPSIS to prioritize the ranking of identified solutions.

The research results show that “Lack of applying advanced analytics to uncover Quality 4.0 initiatives” and “Lack of integrating data from various sources across the organization” are the topmost barriers. Furthermore, “Implement a leadership development program focused on Quality 4.0” and “Cross-departmental peer learning environment” are the topmost solutions.

Managers and industrialists can benefit from Quality 4.0 through improved decision-making, process efficiency, supply chain collaboration, agile quality management, enhanced customer experience and a culture of continuous improvement. This results in better quality, operational effectiveness and a competitive edge.

The solutions need to be mapped with barriers to adopting Quality 4.0. Furthermore, the research results involve novelty by prioritizing the solutions to overcome the anticipated barriers.

]]>
Assessing solutions to overcome Quality 4.0 barriers: a decision-making framework10.1108/TQM-06-2023-0170The TQM Journal2023-12-07© 2023 Emerald Publishing LimitedNaveen VirmaniManas UpadhyaySunil LuthraSanjeet SinghArvind UpadhyayThe TQM Journalahead-of-printahead-of-print2023-12-0710.1108/TQM-06-2023-0170https://www.emerald.com/insight/content/doi/10.1108/TQM-06-2023-0170/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Are metaverse applications in quality 4.0 enablers of manufacturing resiliency? An exploratory review under disruption impressions and future researchhttps://www.emerald.com/insight/content/doi/10.1108/TQM-06-2023-0181/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe purpose of this paper is to investigate, from a thorough review of the literature, the role of metaverse-based quality 4.0 (MV-based Q4.0) in achieving manufacturing resilience (MFGRES). Based on a categorization of MV-based Q4.0 enabler technologies and MFGRES antecedents, the paper provides a conceptual framework depicting the relationship between both areas while exploring existing knowledge in current literature. The paper is structured as a comprehensive systematic literature review (SLR) at the intersection of MV-based Q4.0 and MFGRES fields. From the Scopus database up to 2023, a final sample of 182 papers is selected based on the inclusion/exclusion criteria that shape the knowledge base of the research. In light of the classification of reviewed papers, the findings show that artificial intelligence is especially well-suited to enhancing MFGRES. Transparency and flexibility are the resilience enablers that gain most from the implementation of MV-based Q4.0. Through analysis and synthesis of the literature, the study reveals the lack of an integrated approach combining both MV-based Q4.0 and MFGRES. This is particularly clear during disruptions. This study has a significant impact on managers and businesses. It also advances knowledge of the importance of MV-based Q4.0 in achieving MFGRES and gaining its full rewards. This paper makes significant recommendations for academics, particularly those who are interested in the metaverse concept within MFGRES. The study also helps managers by illuminating a key area to concentrate on for the improvement of MFGRES within their organizations. In light of this, future research directions are suggested.Are metaverse applications in quality 4.0 enablers of manufacturing resiliency? An exploratory review under disruption impressions and future research
Asmae El Jaouhari, Jabir Arif, Ashutosh Samadhiya, Anil Kumar, Vranda Jain, Rohit Agrawal
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

The purpose of this paper is to investigate, from a thorough review of the literature, the role of metaverse-based quality 4.0 (MV-based Q4.0) in achieving manufacturing resilience (MFGRES). Based on a categorization of MV-based Q4.0 enabler technologies and MFGRES antecedents, the paper provides a conceptual framework depicting the relationship between both areas while exploring existing knowledge in current literature.

The paper is structured as a comprehensive systematic literature review (SLR) at the intersection of MV-based Q4.0 and MFGRES fields. From the Scopus database up to 2023, a final sample of 182 papers is selected based on the inclusion/exclusion criteria that shape the knowledge base of the research.

In light of the classification of reviewed papers, the findings show that artificial intelligence is especially well-suited to enhancing MFGRES. Transparency and flexibility are the resilience enablers that gain most from the implementation of MV-based Q4.0. Through analysis and synthesis of the literature, the study reveals the lack of an integrated approach combining both MV-based Q4.0 and MFGRES. This is particularly clear during disruptions.

This study has a significant impact on managers and businesses. It also advances knowledge of the importance of MV-based Q4.0 in achieving MFGRES and gaining its full rewards.

This paper makes significant recommendations for academics, particularly those who are interested in the metaverse concept within MFGRES. The study also helps managers by illuminating a key area to concentrate on for the improvement of MFGRES within their organizations. In light of this, future research directions are suggested.

]]>
Are metaverse applications in quality 4.0 enablers of manufacturing resiliency? An exploratory review under disruption impressions and future research10.1108/TQM-06-2023-0181The TQM Journal2023-08-15© 2023 Emerald Publishing LimitedAsmae El JaouhariJabir ArifAshutosh SamadhiyaAnil KumarVranda JainRohit AgrawalThe TQM Journalahead-of-printahead-of-print2023-08-1510.1108/TQM-06-2023-0181https://www.emerald.com/insight/content/doi/10.1108/TQM-06-2023-0181/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
A systematic review of Industry 5.0 from main aspects to the execution statushttps://www.emerald.com/insight/content/doi/10.1108/TQM-06-2023-0183/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe main aim of this study is to review different aspects of Industry 5.0 (I5.0) along with Kaizen measures to foster this novel aspect of industrial sustainability. The study makes a comprehensive study to explore the implementation status of I5.0 in industries, key technologies, adoption level in different nations and barriers to I5.0 adoption together with mitigation actions. To do a systematic study of the literature, the authors have used preferred reporting items for systematic reviews and meta-analysis (PRISMA) methodology to extract articles related to the field of the study. It has been found that academic literature on the I5.0 is continuously growing as the wheel of time is running. Most of the studies on I5.0 are conceptual-based, and manufacturing and medical industries are the flag bearer in the adoption of this novel aspect. Further, due to I5.0's infancy, many organizations face difficulty to adopt the same due to financial burden, resistive nature, a well-designed standard for cyber-physical systems (CPS) and an effective mechanism for human–robot collaboration. Further studies also provide avenues for future research in terms of the identification of collaborative mechanisms between machines and wells, the establishment of different standards for comparison and the development of I5.0-enabled models for different industrial domains. The study is the first of its kind that reviews different facets of I5.0in conjunction with Kaizen's measures and application areas and provides avenues for future research to improve an organization's environmental and social sustainability.A systematic review of Industry 5.0 from main aspects to the execution status
Upinder Kumar, Mahender Singh Kaswan, Rakesh Kumar, Rekha Chaudhary, Jose Arturo Garza-Reyes, Rajeev Rathi, Rohit Joshi
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

The main aim of this study is to review different aspects of Industry 5.0 (I5.0) along with Kaizen measures to foster this novel aspect of industrial sustainability. The study makes a comprehensive study to explore the implementation status of I5.0 in industries, key technologies, adoption level in different nations and barriers to I5.0 adoption together with mitigation actions.

To do a systematic study of the literature, the authors have used preferred reporting items for systematic reviews and meta-analysis (PRISMA) methodology to extract articles related to the field of the study.

It has been found that academic literature on the I5.0 is continuously growing as the wheel of time is running. Most of the studies on I5.0 are conceptual-based, and manufacturing and medical industries are the flag bearer in the adoption of this novel aspect. Further, due to I5.0's infancy, many organizations face difficulty to adopt the same due to financial burden, resistive nature, a well-designed standard for cyber-physical systems (CPS) and an effective mechanism for human–robot collaboration. Further studies also provide avenues for future research in terms of the identification of collaborative mechanisms between machines and wells, the establishment of different standards for comparison and the development of I5.0-enabled models for different industrial domains.

The study is the first of its kind that reviews different facets of I5.0in conjunction with Kaizen's measures and application areas and provides avenues for future research to improve an organization's environmental and social sustainability.

]]>
A systematic review of Industry 5.0 from main aspects to the execution status10.1108/TQM-06-2023-0183The TQM Journal2023-09-26© 2023 Emerald Publishing LimitedUpinder KumarMahender Singh KaswanRakesh KumarRekha ChaudharyJose Arturo Garza-ReyesRajeev RathiRohit JoshiThe TQM Journalahead-of-printahead-of-print2023-09-2610.1108/TQM-06-2023-0183https://www.emerald.com/insight/content/doi/10.1108/TQM-06-2023-0183/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Leadership characteristics for implementation and sustainability of quality: an exploratory study and directions for further researchhttps://www.emerald.com/insight/content/doi/10.1108/TQM-06-2023-0185/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis qualitative study aims to explore the concept of organisational leadership in the context of Quality Management deployments across a variety of business organisations, particularly focusing on the possible relationships between leadership approaches during the implementation and sustaining phases of Quality Management. The study is based on one-to-one semi-structured virtual interviews with leaders in the quality field. Four themes (Customers, Leadership, Quality Culture and Sustainability of Quality) emerged from the post-interview data analysis, illustrating the critical role of Leadership in the successful deployment and sustainment of Quality Management and identifying the leadership traits that are most conducive to successful organisational deployments. Although some of these leadership traits are described in the wider leadership literature as belonging to one or more different leadership styles, there is no existing style of leadership that comprehends all the characteristics; thus, the need for a new leadership paradigm is this paper's theoretical contribution to the literature.Leadership characteristics for implementation and sustainability of quality: an exploratory study and directions for further research
Alessandro Laureani, Jiju Antony, Mariam Ali Ramadan, Maha Khalifa Al Dhaheri, Anders Fundin, Lars Sörqvist
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

This qualitative study aims to explore the concept of organisational leadership in the context of Quality Management deployments across a variety of business organisations, particularly focusing on the possible relationships between leadership approaches during the implementation and sustaining phases of Quality Management.

The study is based on one-to-one semi-structured virtual interviews with leaders in the quality field.

Four themes (Customers, Leadership, Quality Culture and Sustainability of Quality) emerged from the post-interview data analysis, illustrating the critical role of Leadership in the successful deployment and sustainment of Quality Management and identifying the leadership traits that are most conducive to successful organisational deployments.

Although some of these leadership traits are described in the wider leadership literature as belonging to one or more different leadership styles, there is no existing style of leadership that comprehends all the characteristics; thus, the need for a new leadership paradigm is this paper's theoretical contribution to the literature.

]]>
Leadership characteristics for implementation and sustainability of quality: an exploratory study and directions for further research10.1108/TQM-06-2023-0185The TQM Journal2023-09-08© 2023 Emerald Publishing LimitedAlessandro LaureaniJiju AntonyMariam Ali RamadanMaha Khalifa Al DhaheriAnders FundinLars SörqvistThe TQM Journalahead-of-printahead-of-print2023-09-0810.1108/TQM-06-2023-0185https://www.emerald.com/insight/content/doi/10.1108/TQM-06-2023-0185/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Exploring the impact of InsurTech adoption in Indian life insurance industry: a customer satisfaction perspectivehttps://www.emerald.com/insight/content/doi/10.1108/TQM-06-2023-0186/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestIn the era of Industrial Revolution (IR) 4.0, the integration of digital technologies, automation and data-driven insights has generated a broad wave of transformation across all industries, including the insurance sector. The study focuses on determining how the adoption of these technologies (InsurTech) is changing the life insurance industry, ultimately enhancing the level of customer satisfaction. The data analysis has been performed with 304 useable responses from the policyholders of life insurance in the north-west region of India. The methodology adopted for this study is partial least squares (PLS) structural equation modeling (SEM). To investigate the predictive relevance of customer satisfaction, the PLS predict technique has been used. Also, importance performance map analysis (IPMA) has been applied to assess the important and performing dimensions of customer satisfaction. The outcomes show that the adoption of InsurTech has a positive impact on customer satisfaction. Customer service management and policy management are among the strongest predictors of customer satisfaction, and the predictive relevance is reported to be moderate. IPMA results have suggested that improvements in online distribution of insurance services and customer service management lead to higher customer satisfaction. The conceptual model can be tested with the moderating effect of different demographic factors (age, gender etc.), and future research can be done to analyze the mediating role of customer satisfaction between InsurTech adoption and customer loyalty. The study offers valuable contributions to the marketing literature, shedding light on the influence of InsurTech adoption on customer satisfaction within the Indian life insurance sector. The research offers a practical approach that could help marketing professionals and policymakers comprehend the utilization of online insurance services, and this understanding can help industry experts to develop customer-oriented products and services. This research is the first of its kind to test the association between InsurTech adoption and customer satisfaction in the life insurance sector in the Indian context. Research also provides novel insights for policymakers to enhance the satisfaction of customers towards using online insurance services in the near future in developing countries like India.Exploring the impact of InsurTech adoption in Indian life insurance industry: a customer satisfaction perspective
Pavanpreet Kaur, Maninder Singh
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

In the era of Industrial Revolution (IR) 4.0, the integration of digital technologies, automation and data-driven insights has generated a broad wave of transformation across all industries, including the insurance sector. The study focuses on determining how the adoption of these technologies (InsurTech) is changing the life insurance industry, ultimately enhancing the level of customer satisfaction.

The data analysis has been performed with 304 useable responses from the policyholders of life insurance in the north-west region of India. The methodology adopted for this study is partial least squares (PLS) structural equation modeling (SEM). To investigate the predictive relevance of customer satisfaction, the PLS predict technique has been used. Also, importance performance map analysis (IPMA) has been applied to assess the important and performing dimensions of customer satisfaction.

The outcomes show that the adoption of InsurTech has a positive impact on customer satisfaction. Customer service management and policy management are among the strongest predictors of customer satisfaction, and the predictive relevance is reported to be moderate. IPMA results have suggested that improvements in online distribution of insurance services and customer service management lead to higher customer satisfaction.

The conceptual model can be tested with the moderating effect of different demographic factors (age, gender etc.), and future research can be done to analyze the mediating role of customer satisfaction between InsurTech adoption and customer loyalty.

The study offers valuable contributions to the marketing literature, shedding light on the influence of InsurTech adoption on customer satisfaction within the Indian life insurance sector. The research offers a practical approach that could help marketing professionals and policymakers comprehend the utilization of online insurance services, and this understanding can help industry experts to develop customer-oriented products and services.

This research is the first of its kind to test the association between InsurTech adoption and customer satisfaction in the life insurance sector in the Indian context. Research also provides novel insights for policymakers to enhance the satisfaction of customers towards using online insurance services in the near future in developing countries like India.

]]>
Exploring the impact of InsurTech adoption in Indian life insurance industry: a customer satisfaction perspective10.1108/TQM-06-2023-0186The TQM Journal2023-12-12© 2023 Emerald Publishing LimitedPavanpreet KaurManinder SinghThe TQM Journalahead-of-printahead-of-print2023-12-1210.1108/TQM-06-2023-0186https://www.emerald.com/insight/content/doi/10.1108/TQM-06-2023-0186/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Probing frugal innovation from the quality lenshttps://www.emerald.com/insight/content/doi/10.1108/TQM-06-2023-0188/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestFrugal innovation focuses on the core functionalities with the highest stakeholder benefits and directly targets user requirements. It has been widely adopted in developing countries, and extensively researched from both consumer and sustainable perspectives. However, few studies on frugal innovation consider “quality”, a seminal business management concept. This study focuses on this gap and uses a quality lens to understand frugal innovation. This study adopts a mixed methodology. The Delphi focus group method is first applied to identify two cases of frugal innovation in the construction industry and a cross-case analysis done. Then, the analytic hierarchy process (AHP) is used to examine eight product quality dimensions to draw the final conclusions. From Garvin’s concept of quality, frugal innovation focuses on performance and conformance. Furthermore, it prioritises a value-based approach the most. This study examines frugal innovation from quality perspective. This opens up a new line of research which contributes to both streams. The study is based on construction which is a limitation of the study. A quality-based frugal innovation understanding can be helpful in the conceptualisation, implementation and acceptance of the frugal innovation business model. It can provide clarity on the innovation's value proposition and also help in operationalisation of the business model. Frugal encourages social entrepreneurs and understanding of the concept from quality perspective shall facilitate the operationalisation will become easier for them. To the author’s knowledge, this is the first study at the interface of frugal innovation and quality management. Furthermore, the use of AHP to prioritise equality approaches and dimensions is an original contribution.Probing frugal innovation from the quality lens
Mohita Gangwar Sharma, Sunil Kumar
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

Frugal innovation focuses on the core functionalities with the highest stakeholder benefits and directly targets user requirements. It has been widely adopted in developing countries, and extensively researched from both consumer and sustainable perspectives. However, few studies on frugal innovation consider “quality”, a seminal business management concept. This study focuses on this gap and uses a quality lens to understand frugal innovation.

This study adopts a mixed methodology. The Delphi focus group method is first applied to identify two cases of frugal innovation in the construction industry and a cross-case analysis done. Then, the analytic hierarchy process (AHP) is used to examine eight product quality dimensions to draw the final conclusions.

From Garvin’s concept of quality, frugal innovation focuses on performance and conformance. Furthermore, it prioritises a value-based approach the most.

This study examines frugal innovation from quality perspective. This opens up a new line of research which contributes to both streams. The study is based on construction which is a limitation of the study.

A quality-based frugal innovation understanding can be helpful in the conceptualisation, implementation and acceptance of the frugal innovation business model. It can provide clarity on the innovation's value proposition and also help in operationalisation of the business model.

Frugal encourages social entrepreneurs and understanding of the concept from quality perspective shall facilitate the operationalisation will become easier for them.

To the author’s knowledge, this is the first study at the interface of frugal innovation and quality management. Furthermore, the use of AHP to prioritise equality approaches and dimensions is an original contribution.

]]>
Probing frugal innovation from the quality lens10.1108/TQM-06-2023-0188The TQM Journal2024-01-10© 2023 Emerald Publishing LimitedMohita Gangwar SharmaSunil KumarThe TQM Journalahead-of-printahead-of-print2024-01-1010.1108/TQM-06-2023-0188https://www.emerald.com/insight/content/doi/10.1108/TQM-06-2023-0188/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Essential organizational variables for the implementation of Quality 4.0: empirical evidence from the Indian furniture industryhttps://www.emerald.com/insight/content/doi/10.1108/TQM-06-2023-0189/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestQuality 4.0 represents the integration of quality management principles with digital technologies to drive continuous improvement and innovation in organizations. The purpose of this paper is to explore the essential organizational variables (OVs) for the successful implementation of Quality 4.0 in the Indian furniture industry. Through a broad literature review, data from the Indian furniture industry and experts’ judgments a list of nineteen OVs have been recognized and classified into four major categories of digitalization, design, continuous improvement and employee training and up-skilling. The analytic hierarchy process (AHP) has been used to give comparative importance and prioritize the identified nineteen OVs of Quality 4.0 in the context of the Indian furniture industry. The results of this study reveal that the identified variables are very important for successful Quality 4.0 implementation and have been supported by empirical evidence from the Indian furniture industry. The variable “automation” under the digitalization-related category is a significant variable having a maximum weightage of 26.8% followed by Cloud computing (DI4) having a global weight of 12.8%. In addition to offering valuable insights and practical recommendations, the study recognizes a few limitations, such as industry-specific and the limited sample size. To diminish these limitations, future research should believe in conducting similar studies in different industries and extend the scope of the study. Quality 4.0 is a term that refers to the integration of advanced digital technologies and smart data analytics into quality management systems to implement it considering OVs.Essential organizational variables for the implementation of Quality 4.0: empirical evidence from the Indian furniture industry
Ankesh Mittal, Sandeep Sachan, Vimal Kumar, Sachit Vardhan, Pratima Verma, Mahender Singh Kaswan, Jose Arturo Garza-Reyes
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

Quality 4.0 represents the integration of quality management principles with digital technologies to drive continuous improvement and innovation in organizations. The purpose of this paper is to explore the essential organizational variables (OVs) for the successful implementation of Quality 4.0 in the Indian furniture industry.

Through a broad literature review, data from the Indian furniture industry and experts’ judgments a list of nineteen OVs have been recognized and classified into four major categories of digitalization, design, continuous improvement and employee training and up-skilling. The analytic hierarchy process (AHP) has been used to give comparative importance and prioritize the identified nineteen OVs of Quality 4.0 in the context of the Indian furniture industry.

The results of this study reveal that the identified variables are very important for successful Quality 4.0 implementation and have been supported by empirical evidence from the Indian furniture industry. The variable “automation” under the digitalization-related category is a significant variable having a maximum weightage of 26.8% followed by Cloud computing (DI4) having a global weight of 12.8%.

In addition to offering valuable insights and practical recommendations, the study recognizes a few limitations, such as industry-specific and the limited sample size. To diminish these limitations, future research should believe in conducting similar studies in different industries and extend the scope of the study.

Quality 4.0 is a term that refers to the integration of advanced digital technologies and smart data analytics into quality management systems to implement it considering OVs.

]]>
Essential organizational variables for the implementation of Quality 4.0: empirical evidence from the Indian furniture industry10.1108/TQM-06-2023-0189The TQM Journal2023-08-24© 2023 Emerald Publishing LimitedAnkesh MittalSandeep SachanVimal KumarSachit VardhanPratima VermaMahender Singh KaswanJose Arturo Garza-ReyesThe TQM Journalahead-of-printahead-of-print2023-08-2410.1108/TQM-06-2023-0189https://www.emerald.com/insight/content/doi/10.1108/TQM-06-2023-0189/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
The impact of Industry 4.0 capabilities on operational performance: the mediating effect of supply chain ambidexterityhttps://www.emerald.com/insight/content/doi/10.1108/TQM-06-2023-0193/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe current work sought to investigate the mediating effect of supply chain ambidexterity on the relationship between Industry 4.0 capabilities and operational performance of manufacturing firms in Jordan. Data collection was carried out through a survey with 253 respondents from manufacturing firms in Jordan through the first quarter in 2023. The quantitative approach and structural equation modeling (SEM) were applied to analyze the collected data. Dynamic capabilities view (DCV) theory was the adopted theoretical lens for this work. The results demonstrated that Industry 4.0 capabilities positively and significantly affect exploration, exploitation and operational performance. In addition, the results confirmed that exploration and exploitation positively and significantly affect operational performance. Further, it is also found that exploration and exploitation in the supply chain positively and significantly mediate the relationship between Industry 4.0 capabilities and operational performance. This study focuses on this gap to deepen the understanding of operational performance in a recent manufacturing environment under various factors and perspectives (Industry 4.0 capabilities and supply chain ambidexterity).The impact of Industry 4.0 capabilities on operational performance: the mediating effect of supply chain ambidexterity
Ayman wael AL-Khatib
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

The current work sought to investigate the mediating effect of supply chain ambidexterity on the relationship between Industry 4.0 capabilities and operational performance of manufacturing firms in Jordan.

Data collection was carried out through a survey with 253 respondents from manufacturing firms in Jordan through the first quarter in 2023. The quantitative approach and structural equation modeling (SEM) were applied to analyze the collected data. Dynamic capabilities view (DCV) theory was the adopted theoretical lens for this work.

The results demonstrated that Industry 4.0 capabilities positively and significantly affect exploration, exploitation and operational performance. In addition, the results confirmed that exploration and exploitation positively and significantly affect operational performance. Further, it is also found that exploration and exploitation in the supply chain positively and significantly mediate the relationship between Industry 4.0 capabilities and operational performance.

This study focuses on this gap to deepen the understanding of operational performance in a recent manufacturing environment under various factors and perspectives (Industry 4.0 capabilities and supply chain ambidexterity).

]]>
The impact of Industry 4.0 capabilities on operational performance: the mediating effect of supply chain ambidexterity10.1108/TQM-06-2023-0193The TQM Journal2023-10-27© 2023 Emerald Publishing LimitedAyman wael AL-KhatibThe TQM Journalahead-of-printahead-of-print2023-10-2710.1108/TQM-06-2023-0193https://www.emerald.com/insight/content/doi/10.1108/TQM-06-2023-0193/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
An analysis of green lean six sigma deployment in MSMEs: a systematic literature review and conceptual implementation frameworkhttps://www.emerald.com/insight/content/doi/10.1108/TQM-06-2023-0197/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestGreen Lean Six Sigma (GLSS) is a comprehensive approach that aims to reduce waste, emissions and non-value added activities, thus mark an effective impact on sustainability of firms. Despite the numerous benefits of GLSS implementation, it is evident that Micro Small and Medium Enterprises (MSMEs) are still struggling to understand, integrate and implement this strategy. This research work provides a comprehensive analysis of GLSS within MSMEs and proposes a conceptual integration framework of GLSS for improving economic and environmental dimensions of sustainability MSMEs. A systematic literature review (SLR) methodology was planned to assess and analyse the research articles from 2007 to 2022. Different key elements of GLSS such as barriers, enablers and tool sets have been thoroughly reviewed and analysed for MSME organisations to understand their behaviour and effectively adopt the GLSS approach in their operations. This study provides the analysis of different perspectives of GLSS and this will contribute to improve different metrics related to emissions and quality in MSMEs. It provides MSMEs industrial managers with a comprehensive knowledge base of GLSS elements, enabling effective deployment. The present study provides a significant knowledge base and know-how of GLSS to researchers that will assist in deploying this sustainable approach in different industrial domains. The study also assists industrial managers by providing a systematic framework of GLSS for MSMEs. Further, the study also supports society by proving pathway to improve the environmental dynamics through the execution GLSS. The study is of the first kind that review different facets of GLSS related to MSME. The study not only enhances theoretical know how of GLSS but also guides practitioners how to implement comprehensive GLSS program for improved environmental sustainability.An analysis of green lean six sigma deployment in MSMEs: a systematic literature review and conceptual implementation framework
Jag Mohan, Mahender Singh Kaswan, Rajeev Rathi
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

Green Lean Six Sigma (GLSS) is a comprehensive approach that aims to reduce waste, emissions and non-value added activities, thus mark an effective impact on sustainability of firms. Despite the numerous benefits of GLSS implementation, it is evident that Micro Small and Medium Enterprises (MSMEs) are still struggling to understand, integrate and implement this strategy. This research work provides a comprehensive analysis of GLSS within MSMEs and proposes a conceptual integration framework of GLSS for improving economic and environmental dimensions of sustainability MSMEs.

A systematic literature review (SLR) methodology was planned to assess and analyse the research articles from 2007 to 2022. Different key elements of GLSS such as barriers, enablers and tool sets have been thoroughly reviewed and analysed for MSME organisations to understand their behaviour and effectively adopt the GLSS approach in their operations.

This study provides the analysis of different perspectives of GLSS and this will contribute to improve different metrics related to emissions and quality in MSMEs. It provides MSMEs industrial managers with a comprehensive knowledge base of GLSS elements, enabling effective deployment.

The present study provides a significant knowledge base and know-how of GLSS to researchers that will assist in deploying this sustainable approach in different industrial domains. The study also assists industrial managers by providing a systematic framework of GLSS for MSMEs. Further, the study also supports society by proving pathway to improve the environmental dynamics through the execution GLSS.

The study is of the first kind that review different facets of GLSS related to MSME. The study not only enhances theoretical know how of GLSS but also guides practitioners how to implement comprehensive GLSS program for improved environmental sustainability.

]]>
An analysis of green lean six sigma deployment in MSMEs: a systematic literature review and conceptual implementation framework10.1108/TQM-06-2023-0197The TQM Journal2024-01-10© 2023 Emerald Publishing LimitedJag MohanMahender Singh KaswanRajeev RathiThe TQM Journalahead-of-printahead-of-print2024-01-1010.1108/TQM-06-2023-0197https://www.emerald.com/insight/content/doi/10.1108/TQM-06-2023-0197/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Quality management as a means for micro-level sustainability development in organizationshttps://www.emerald.com/insight/content/doi/10.1108/TQM-06-2023-0198/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe use of quality management (QM) to achieve the United Nations Sustainable Development Goals (UNSDGs) is a topic of growing interest in academia and industry. The IAQ (International Academy for Quality) established Quality Sustainability Award in 2020, a testament to this growing interest. This study aims to investigate how QM philosophies, methodologies and tools can be used to achieve sustainable development in organizations. Five large manufacturing organizations – three from India and two from China – who reported their achievements about using QM in achieving Sustainable Development Goals (SDGs) were studied using multiple sources of data collection. A detailed within-case and cross-case analysis were conducted to unearth this linkage's practical and theoretical aspects. The study finds that QM methodologies effectively met the five organizations' UNSDGs. These organizations successfully used OPEX (Operational Excellence) methodologies such as Lean, Kaizen and Six Sigma to meet UNSDGs 7, 11, 12 and 13. Moreover, UNSG 12 (Responsible Consumption and Production) is the most targeted goal across the case studies. A cross-case analysis revealed that the most frequently used quality tools were Design of Experiments (DoE), Measurement Systems Analysis (MSA), C&E analysis and Inferential statistics, among other essential tools. The study's sample size was limited to large-scale manufacturing organizations in the two most populous countries in the world. This may limit the study's generalizability to other countries, continents, or micro-, small- and medium-sized enterprises (SMEs). Additionally, the study's conclusions would be strengthened if tested as hypotheses in a follow-up survey. This practical paper provides case studies on how to use QM to impact SDGs. It offers both descriptive and prescriptive solutions for practitioners. The study highlights the importance of using essential QM tools in a structured and systematic manner, with effective teams, to meet the SDGs of organizations. The study shows how QM can be used to impact UNSDGs, and this is very important because the UNSDGs are a set of global objectives that aim to address a wide range of social and environmental issues. This study could motivate organizations to achieve the UNSDGs using essential QM tools and make the world a better place for the present and future generations. This case study is the first to investigate at a micro-level how QM can impact UNSDGs using live examples. It uses data from the IAQ to demonstrate how QM can be integrated into UNSDGs to ensure sustainable manufacturing.Quality management as a means for micro-level sustainability development in organizations
Jiju Antony, Shreeranga Bhat, Anders Fundin, Michael Sony, Lars Sorqvist, Mariam Bader
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

The use of quality management (QM) to achieve the United Nations Sustainable Development Goals (UNSDGs) is a topic of growing interest in academia and industry. The IAQ (International Academy for Quality) established Quality Sustainability Award in 2020, a testament to this growing interest. This study aims to investigate how QM philosophies, methodologies and tools can be used to achieve sustainable development in organizations.

Five large manufacturing organizations – three from India and two from China – who reported their achievements about using QM in achieving Sustainable Development Goals (SDGs) were studied using multiple sources of data collection. A detailed within-case and cross-case analysis were conducted to unearth this linkage's practical and theoretical aspects.

The study finds that QM methodologies effectively met the five organizations' UNSDGs. These organizations successfully used OPEX (Operational Excellence) methodologies such as Lean, Kaizen and Six Sigma to meet UNSDGs 7, 11, 12 and 13. Moreover, UNSG 12 (Responsible Consumption and Production) is the most targeted goal across the case studies. A cross-case analysis revealed that the most frequently used quality tools were Design of Experiments (DoE), Measurement Systems Analysis (MSA), C&E analysis and Inferential statistics, among other essential tools.

The study's sample size was limited to large-scale manufacturing organizations in the two most populous countries in the world. This may limit the study's generalizability to other countries, continents, or micro-, small- and medium-sized enterprises (SMEs). Additionally, the study's conclusions would be strengthened if tested as hypotheses in a follow-up survey.

This practical paper provides case studies on how to use QM to impact SDGs. It offers both descriptive and prescriptive solutions for practitioners. The study highlights the importance of using essential QM tools in a structured and systematic manner, with effective teams, to meet the SDGs of organizations.

The study shows how QM can be used to impact UNSDGs, and this is very important because the UNSDGs are a set of global objectives that aim to address a wide range of social and environmental issues. This study could motivate organizations to achieve the UNSDGs using essential QM tools and make the world a better place for the present and future generations.

This case study is the first to investigate at a micro-level how QM can impact UNSDGs using live examples. It uses data from the IAQ to demonstrate how QM can be integrated into UNSDGs to ensure sustainable manufacturing.

]]>
Quality management as a means for micro-level sustainability development in organizations10.1108/TQM-06-2023-0198The TQM Journal2023-08-14© 2023 Emerald Publishing LimitedJiju AntonyShreeranga BhatAnders FundinMichael SonyLars SorqvistMariam BaderThe TQM Journalahead-of-printahead-of-print2023-08-1410.1108/TQM-06-2023-0198https://www.emerald.com/insight/content/doi/10.1108/TQM-06-2023-0198/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Productivity of gig workers on crowdsourcing platforms through artificial intelligence and gamification: a multi-theoretical approachhttps://www.emerald.com/insight/content/doi/10.1108/TQM-07-2021-0201/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestGig workers form the backbone of any crowdsourcing platform where they showcase their talent and choose a job of their choice and freedom. The study explores the role of information quality (IQ) and social-mediated dialogue (SMD) in evaluating gig worker engagement and productivity on crowdsourcing platforms. The authors also propose to understand how gig worker productivity could be improved under the moderating effect of game elements. A conceptual model was developed and empirically tested by integrating media richness theory and dialogic public relation theory. Data were collected from gig workers that are involved in crowdsourcing activities for the past three years. An overall sample of 346 gig workers contributing to at least one of the crowdsourcing platforms was collected. The authors tested the hypotheses using Warp PLS 7.0. Warp PLS 7.0 uses partial least square (PLS) structured equation modeling (SEM) and has been used widely to test path analytical models. Results reveal that the information quality plays an essential role in the SMD, thereby fostering gig workers' productivity and engagement, which could be improved in the presence of game elements due to their nature of supporting rewards. However, engagement in the platform leading to improved productivity was not supported. The study lays practical foundations for crowdsourcing platforms as it sets the importance of both IQ and dialogic communication channels. The two-way communication between gig workers and the platforms via accurate, timely, valuable and reliable information forms the key to the task's success. The introduction of the right game element will help to achieve better engagement and productivity. This study also offers a new dimension to media richness theory and dialogic public relation theory in crowdsourcing platforms. The results would help platform designers and gig employers understand gig workers' quality and performance in a platform economy. The study uniquely positions itself in the area of crowdsourcing platforms by using game elements.Productivity of gig workers on crowdsourcing platforms through artificial intelligence and gamification: a multi-theoretical approach
Abhishek Behl, Brinda Sampat, Sahil Raj
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

Gig workers form the backbone of any crowdsourcing platform where they showcase their talent and choose a job of their choice and freedom. The study explores the role of information quality (IQ) and social-mediated dialogue (SMD) in evaluating gig worker engagement and productivity on crowdsourcing platforms. The authors also propose to understand how gig worker productivity could be improved under the moderating effect of game elements.

A conceptual model was developed and empirically tested by integrating media richness theory and dialogic public relation theory. Data were collected from gig workers that are involved in crowdsourcing activities for the past three years. An overall sample of 346 gig workers contributing to at least one of the crowdsourcing platforms was collected. The authors tested the hypotheses using Warp PLS 7.0. Warp PLS 7.0 uses partial least square (PLS) structured equation modeling (SEM) and has been used widely to test path analytical models.

Results reveal that the information quality plays an essential role in the SMD, thereby fostering gig workers' productivity and engagement, which could be improved in the presence of game elements due to their nature of supporting rewards. However, engagement in the platform leading to improved productivity was not supported.

The study lays practical foundations for crowdsourcing platforms as it sets the importance of both IQ and dialogic communication channels. The two-way communication between gig workers and the platforms via accurate, timely, valuable and reliable information forms the key to the task's success. The introduction of the right game element will help to achieve better engagement and productivity.

This study also offers a new dimension to media richness theory and dialogic public relation theory in crowdsourcing platforms. The results would help platform designers and gig employers understand gig workers' quality and performance in a platform economy. The study uniquely positions itself in the area of crowdsourcing platforms by using game elements.

]]>
Productivity of gig workers on crowdsourcing platforms through artificial intelligence and gamification: a multi-theoretical approach10.1108/TQM-07-2021-0201The TQM Journal2021-10-08© 2021 Emerald Publishing LimitedAbhishek BehlBrinda SampatSahil RajThe TQM Journalahead-of-printahead-of-print2021-10-0810.1108/TQM-07-2021-0201https://www.emerald.com/insight/content/doi/10.1108/TQM-07-2021-0201/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2021 Emerald Publishing Limited
Investigating the role of crowdsourcing in improving the quality of production processes: a systematic literature reviewhttps://www.emerald.com/insight/content/doi/10.1108/TQM-07-2021-0206/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestIn recent years, crowdsourcing – an open and innovative model for outsourcing tasks to a crowd – has become popular for production processes, allowing organizations and firms in different industries to access external skills and expertise efficiently. Companies have opened their innovation processes to crowds outside their boundaries, and users and customers are often involved in developing products in line with market needs. This work aims to investigate the link between crowdsourcing, production and quality to better understand this new interesting phenomenon. An explicit and systematic method for reviewing the literature was used. Through the selection and analysis of the relevant articles in the field, this paper presents a comprehensive overview of the pros and cons, risks and opportunities, disadvantages, or concerns, as addressed in the literature, for the adoption of crowdsourcing in the production processes. It identifies where, how and to what extent crowdsourcing can be applied profitably within the production of products and services, highlighting how crowdsourcing could affect product and process quality. Finally, some directions for future research are outlined from the analysis conducted. This work applied the systematic literature review to investigate and evaluate the actual use and impact of crowdsourcing on the production process, focusing on quality enhancement contribution.Investigating the role of crowdsourcing in improving the quality of production processes: a systematic literature review
Michele Grimaldi, Silvia Vermicelli, Livio Cricelli
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

In recent years, crowdsourcing – an open and innovative model for outsourcing tasks to a crowd – has become popular for production processes, allowing organizations and firms in different industries to access external skills and expertise efficiently. Companies have opened their innovation processes to crowds outside their boundaries, and users and customers are often involved in developing products in line with market needs. This work aims to investigate the link between crowdsourcing, production and quality to better understand this new interesting phenomenon.

An explicit and systematic method for reviewing the literature was used. Through the selection and analysis of the relevant articles in the field, this paper presents a comprehensive overview of the pros and cons, risks and opportunities, disadvantages, or concerns, as addressed in the literature, for the adoption of crowdsourcing in the production processes.

It identifies where, how and to what extent crowdsourcing can be applied profitably within the production of products and services, highlighting how crowdsourcing could affect product and process quality. Finally, some directions for future research are outlined from the analysis conducted.

This work applied the systematic literature review to investigate and evaluate the actual use and impact of crowdsourcing on the production process, focusing on quality enhancement contribution.

]]>
Investigating the role of crowdsourcing in improving the quality of production processes: a systematic literature review10.1108/TQM-07-2021-0206The TQM Journal2022-03-29© 2022 Emerald Publishing LimitedMichele GrimaldiSilvia VermicelliLivio CricelliThe TQM Journalahead-of-printahead-of-print2022-03-2910.1108/TQM-07-2021-0206https://www.emerald.com/insight/content/doi/10.1108/TQM-07-2021-0206/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2022 Emerald Publishing Limited
Unlocking value with a crowdsourcing configuration of smart city: a system dynamic simulationhttps://www.emerald.com/insight/content/doi/10.1108/TQM-07-2021-0212/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe paper aims to explore the value generated by a specific configuration of a smart city's infrastructure by proposing a comparison between a silos configuration versus a crowd configuration at the data storage and processing level. A system dynamics simulation is adopted to determine and compare the value created by the two configurations of smart city's infrastructure. The simulation outlines the flow of data and their positive and negative feedback that reinforce and hinder the smart city value generation. The results demonstrate the huge impact of the availability of data for App developers when crowdsourcing configuration is adopted. Furthermore, results unveil the potential in value generation of a crowdsourcing smart city platform configuration compared to a silos architecture. The authors have proposed a comparison between two alternative smart city digital platform configurations. The paper seeks to test the magnitude of the pros and cons of a crowdsourcing approach in setting up a smart city digital platform. The paper provides new guidelines for improving the data management of smart cities.Unlocking value with a crowdsourcing configuration of smart city: a system dynamic simulation
Andrea Caporuscio, Maria Cristina Pietronudo, Francesco Schiavone, Daniele Leone
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

The paper aims to explore the value generated by a specific configuration of a smart city's infrastructure by proposing a comparison between a silos configuration versus a crowd configuration at the data storage and processing level.

A system dynamics simulation is adopted to determine and compare the value created by the two configurations of smart city's infrastructure. The simulation outlines the flow of data and their positive and negative feedback that reinforce and hinder the smart city value generation.

The results demonstrate the huge impact of the availability of data for App developers when crowdsourcing configuration is adopted. Furthermore, results unveil the potential in value generation of a crowdsourcing smart city platform configuration compared to a silos architecture.

The authors have proposed a comparison between two alternative smart city digital platform configurations. The paper seeks to test the magnitude of the pros and cons of a crowdsourcing approach in setting up a smart city digital platform. The paper provides new guidelines for improving the data management of smart cities.

]]>
Unlocking value with a crowdsourcing configuration of smart city: a system dynamic simulation10.1108/TQM-07-2021-0212The TQM Journal2022-03-02© 2022 Andrea Caporuscio, Maria Cristina Pietronudo, Francesco Schiavone and Daniele LeoneAndrea CaporuscioMaria Cristina PietronudoFrancesco SchiavoneDaniele LeoneThe TQM Journalahead-of-printahead-of-print2022-03-0210.1108/TQM-07-2021-0212https://www.emerald.com/insight/content/doi/10.1108/TQM-07-2021-0212/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2022 Andrea Caporuscio, Maria Cristina Pietronudo, Francesco Schiavone and Daniele Leonehttp://creativecommons.org/licences/by/4.0/legalcode
Unveiling the path to sustainable quality 4.0 implementation in organisations: insights from an exploratory qualitative studyhttps://www.emerald.com/insight/content/doi/10.1108/TQM-07-2023-0201/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study investigates the challenges and opportunities that organisations face in implementing Quality 4.0 as an approach to quality management and investigate the current state of Quality 4.0 implementation. This study uses a qualitative research methodology to interview senior managers from globally based manufacturing and service industries. The study explicates that most organisations implemented Quality 4.0 to improve their flexibility, efficiency, transparency and productivity while focusing on improving service quality, customer satisfaction and reducing cost. In terms of sustainability of Quality 4.0 the key factors found were a consistent effort from the top management, continuous training to employees, building leadership quality and creating a habit of using Quality 4.0. The findings of this study offer useful guidance to organisations desirous of implementing Quality 4.0. In addition, the findings have identified key sustainability factors, helping organisations ensure a successful implementation and long-term returns from Quality 4.0. The findings of this study contribute to the body of knowledge related to Quality 4.0 and help organisations in their digital transformation journey. In addition, it is one of the first studies to investigate the key factors for Quality 4.0 sustainability.Unveiling the path to sustainable quality 4.0 implementation in organisations: insights from an exploratory qualitative study
Vikas Swarnakar, Olivia McDermott, Michael Sony, Shreeranga Bhat, Jiju Antony
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study investigates the challenges and opportunities that organisations face in implementing Quality 4.0 as an approach to quality management and investigate the current state of Quality 4.0 implementation.

This study uses a qualitative research methodology to interview senior managers from globally based manufacturing and service industries.

The study explicates that most organisations implemented Quality 4.0 to improve their flexibility, efficiency, transparency and productivity while focusing on improving service quality, customer satisfaction and reducing cost. In terms of sustainability of Quality 4.0 the key factors found were a consistent effort from the top management, continuous training to employees, building leadership quality and creating a habit of using Quality 4.0.

The findings of this study offer useful guidance to organisations desirous of implementing Quality 4.0. In addition, the findings have identified key sustainability factors, helping organisations ensure a successful implementation and long-term returns from Quality 4.0.

The findings of this study contribute to the body of knowledge related to Quality 4.0 and help organisations in their digital transformation journey. In addition, it is one of the first studies to investigate the key factors for Quality 4.0 sustainability.

]]>
Unveiling the path to sustainable quality 4.0 implementation in organisations: insights from an exploratory qualitative study10.1108/TQM-07-2023-0201The TQM Journal2023-12-20© 2023 Emerald Publishing LimitedVikas SwarnakarOlivia McDermottMichael SonyShreeranga BhatJiju AntonyThe TQM Journalahead-of-printahead-of-print2023-12-2010.1108/TQM-07-2023-0201https://www.emerald.com/insight/content/doi/10.1108/TQM-07-2023-0201/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Integration of lean manufacturing and factory physics in an Industry 4.0 roadmap for augmenting operational performancehttps://www.emerald.com/insight/content/doi/10.1108/TQM-07-2023-0210/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe advent of Industry 4.0 (I4.0) and the requirements imposed on companies still need to be clarified. Companies still strive to understand I4.0 requirements and technological, organizational, operational and management challenges. Current literature on I4.0 underlies the importance of a roadmap with structured steps to achieve the benefits of I4.0, mainly focused on augmenting operational performance. Therefore, this paper proposes a roadmap to implement I4.0 focused on operational management concepts, mainly aiming to augment operational performance and bridge the gap between theory and practice regarding roadmaps focused on the operational management dimension. This paper follows a research approach divided into the following stages: a literature review to analyze the I4.0 roadmaps and identify the main components of I4.0; development of the proposed I4.0 roadmap presented; field research to test the roadmap by collecting data from a manufacturing company in the automotive industry; validation of the roadmap through modeling and simulation. The authors presented a production line design with real-time control, fast response, shop floor coordination and predictive capacity. The results prove that the proposed I4.0 roadmap augments operation performance in the investigated automotive company. The main results were work in process reduction, lead time reduction, output increase, real-time control, shop floor coordination and fast response. The main novelty of the proposed roadmap is to move toward I4.0 implementation with a focus on the operational management dimension. The roadmap has an innovative combination of the two approaches – lean manufacturing and factory physics – a straightforward roadmap with only three steps: (1) requirements, (2) real-time control and (3) predictive capacity, a structured definition of the approaches and operational management concepts fundamental in each step.Integration of lean manufacturing and factory physics in an Industry 4.0 roadmap for augmenting operational performance
Marcel Utiyama, Dario Henrique Alliprandini, Hillary Pinto Figuerôa, Jonas Ferreira Gondim, Lucas Tollendal Gonçalves, Lorena Braga Navas, Henrique Zeno
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

The advent of Industry 4.0 (I4.0) and the requirements imposed on companies still need to be clarified. Companies still strive to understand I4.0 requirements and technological, organizational, operational and management challenges. Current literature on I4.0 underlies the importance of a roadmap with structured steps to achieve the benefits of I4.0, mainly focused on augmenting operational performance. Therefore, this paper proposes a roadmap to implement I4.0 focused on operational management concepts, mainly aiming to augment operational performance and bridge the gap between theory and practice regarding roadmaps focused on the operational management dimension.

This paper follows a research approach divided into the following stages: a literature review to analyze the I4.0 roadmaps and identify the main components of I4.0; development of the proposed I4.0 roadmap presented; field research to test the roadmap by collecting data from a manufacturing company in the automotive industry; validation of the roadmap through modeling and simulation.

The authors presented a production line design with real-time control, fast response, shop floor coordination and predictive capacity. The results prove that the proposed I4.0 roadmap augments operation performance in the investigated automotive company. The main results were work in process reduction, lead time reduction, output increase, real-time control, shop floor coordination and fast response.

The main novelty of the proposed roadmap is to move toward I4.0 implementation with a focus on the operational management dimension. The roadmap has an innovative combination of the two approaches – lean manufacturing and factory physics – a straightforward roadmap with only three steps: (1) requirements, (2) real-time control and (3) predictive capacity, a structured definition of the approaches and operational management concepts fundamental in each step.

]]>
Integration of lean manufacturing and factory physics in an Industry 4.0 roadmap for augmenting operational performance10.1108/TQM-07-2023-0210The TQM Journal2023-12-20© 2023 Emerald Publishing LimitedMarcel UtiyamaDario Henrique AlliprandiniHillary Pinto FiguerôaJonas Ferreira GondimLucas Tollendal GonçalvesLorena Braga NavasHenrique ZenoThe TQM Journalahead-of-printahead-of-print2023-12-2010.1108/TQM-07-2023-0210https://www.emerald.com/insight/content/doi/10.1108/TQM-07-2023-0210/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Exploring real teamwork and sustainable quality culture, focusing on top management teamshttps://www.emerald.com/insight/content/doi/10.1108/TQM-07-2023-0211/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe purpose of this paper is to describe the perception of real teamwork and sustainable quality culture as well as success factors for achieving a sustainable quality culture within an organisation, focusing on top management teams (TMTs). An additional purpose is to explore the relationship between real teamwork and sustainable quality culture. A mixed-methods design focusing on TMTs was used. Four TMTs were open-sampled and located in different parts of Sweden. The data were collected through questionnaires and focus group discussions between April 2022 and December 2022. Follow-up meetings were thereafter held with the participants. A meta-analysis was conducted of the data from the four TMTs. Two overarching conclusions of this study were: to follow the developed methodology can be one way to increase TMTs' abilities for real teamwork alongside a sustainable quality culture, and the results also showed the importance of a systems view, emotional commitment and continuous improvement for improving real teamwork and creating a sustainable quality culture. Practical implications were suggestions on how to increase the TMTs' abilities for real teamwork alongside a sustainable quality culture. A deepened understanding of real teamwork and a sustainable quality culture was also achieved by the participants. The novelty of this paper is the use of a new methodology for assessing teamwork and sustainable quality culture. To the authors' knowledge, no similar research has previously been performed to investigate teamwork alongside a sustainable quality culture, focusing on TMTs.Exploring real teamwork and sustainable quality culture, focusing on top management teams
Lilly-Mari Sten, Pernilla Ingelsson, Marie Häggström
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

The purpose of this paper is to describe the perception of real teamwork and sustainable quality culture as well as success factors for achieving a sustainable quality culture within an organisation, focusing on top management teams (TMTs). An additional purpose is to explore the relationship between real teamwork and sustainable quality culture.

A mixed-methods design focusing on TMTs was used. Four TMTs were open-sampled and located in different parts of Sweden. The data were collected through questionnaires and focus group discussions between April 2022 and December 2022. Follow-up meetings were thereafter held with the participants. A meta-analysis was conducted of the data from the four TMTs.

Two overarching conclusions of this study were: to follow the developed methodology can be one way to increase TMTs' abilities for real teamwork alongside a sustainable quality culture, and the results also showed the importance of a systems view, emotional commitment and continuous improvement for improving real teamwork and creating a sustainable quality culture.

Practical implications were suggestions on how to increase the TMTs' abilities for real teamwork alongside a sustainable quality culture. A deepened understanding of real teamwork and a sustainable quality culture was also achieved by the participants.

The novelty of this paper is the use of a new methodology for assessing teamwork and sustainable quality culture. To the authors' knowledge, no similar research has previously been performed to investigate teamwork alongside a sustainable quality culture, focusing on TMTs.

]]>
Exploring real teamwork and sustainable quality culture, focusing on top management teams10.1108/TQM-07-2023-0211The TQM Journal2024-01-19© 2023 Emerald Publishing LimitedLilly-Mari StenPernilla IngelssonMarie HäggströmThe TQM Journalahead-of-printahead-of-print2024-01-1910.1108/TQM-07-2023-0211https://www.emerald.com/insight/content/doi/10.1108/TQM-07-2023-0211/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Financial performance in Industry 4.0 agile supply chains: evidence from manufacturing companieshttps://www.emerald.com/insight/content/doi/10.1108/TQM-07-2023-0214/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to examine the implementation of agile practices in Industry 4.0 to assess the financial performance measurements of manufacturing firms. It also investigates the relationship between supply chain performance and financial performance. The study is based on an experimental research design by collecting data from 329 responses from key officials of manufacturing firms. The analyses are carried out to explore this modern concept with the help of the SPSS program, which is used to conduct a confirmatory factor and reliability analysis and Smart-partial least square (PLS) version 4.0 with structural equation modeling. This research demonstrates the positive effect agile supply chain strategies in Industry 4.0 may have on manufacturing companies' financial performance as a whole. Everything throughout the supply chain in Industry 4.0, from the manufacturers to the end users, is taken into account as a potential performance booster. The values obtained from the model's study show that it is both dependable and effective, surpassing the threshold for such claims. The research is supported by factors like customer involvement (CUS), continuous improvement (CI), integration (INT), modularity (MOD), management style (MS) and supplier involvement (SI) but is undermined by factors including postponement (PPT). According to the findings of the study, Industry 4.0 firms' financial performance and overall competitiveness are significantly improved when their supply chains are more agile. A more agile supply chain helps businesses to more rapidly adapt to shifts in consumer demand, shorten the amount of time it takes to produce a product, enhance product quality and boost customer happiness. As a consequence of this, there will be an increase in revenue, an improvement in profitability and continued sustainable growth. There are literary works available on agile practices in various fields, but the current study outlines the need to understand how supply chains perform financially under the mediating effect of agile supply chains in Industry 4.0 which contribute most to the organization's success. The study will aid companies in understanding how agile practices will further the overall performance of the organization financially.Financial performance in Industry 4.0 agile supply chains: evidence from manufacturing companies
Phanitha Kalyani Gangaraju, Rohit Raj, Vimal Kumar, N.S.B. Akhil, Tanmoy De, Mahender Singh Kaswan
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims to examine the implementation of agile practices in Industry 4.0 to assess the financial performance measurements of manufacturing firms. It also investigates the relationship between supply chain performance and financial performance.

The study is based on an experimental research design by collecting data from 329 responses from key officials of manufacturing firms. The analyses are carried out to explore this modern concept with the help of the SPSS program, which is used to conduct a confirmatory factor and reliability analysis and Smart-partial least square (PLS) version 4.0 with structural equation modeling.

This research demonstrates the positive effect agile supply chain strategies in Industry 4.0 may have on manufacturing companies' financial performance as a whole. Everything throughout the supply chain in Industry 4.0, from the manufacturers to the end users, is taken into account as a potential performance booster. The values obtained from the model's study show that it is both dependable and effective, surpassing the threshold for such claims. The research is supported by factors like customer involvement (CUS), continuous improvement (CI), integration (INT), modularity (MOD), management style (MS) and supplier involvement (SI) but is undermined by factors including postponement (PPT).

According to the findings of the study, Industry 4.0 firms' financial performance and overall competitiveness are significantly improved when their supply chains are more agile. A more agile supply chain helps businesses to more rapidly adapt to shifts in consumer demand, shorten the amount of time it takes to produce a product, enhance product quality and boost customer happiness. As a consequence of this, there will be an increase in revenue, an improvement in profitability and continued sustainable growth.

There are literary works available on agile practices in various fields, but the current study outlines the need to understand how supply chains perform financially under the mediating effect of agile supply chains in Industry 4.0 which contribute most to the organization's success. The study will aid companies in understanding how agile practices will further the overall performance of the organization financially.

]]>
Financial performance in Industry 4.0 agile supply chains: evidence from manufacturing companies10.1108/TQM-07-2023-0214The TQM Journal2023-11-07© 2023 Emerald Publishing LimitedPhanitha Kalyani GangarajuRohit RajVimal KumarN.S.B. AkhilTanmoy DeMahender Singh KaswanThe TQM Journalahead-of-printahead-of-print2023-11-0710.1108/TQM-07-2023-0214https://www.emerald.com/insight/content/doi/10.1108/TQM-07-2023-0214/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
A metrics-driven approach for customer experience management evaluation: the case of commercial banks in developing countrieshttps://www.emerald.com/insight/content/doi/10.1108/TQM-07-2023-0215/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestCustomer experience management (CXM), which aims to achieve and maintain customers' long-term loyalty, has attracted the attention of many organizations. Improving customer experience management in organizations requires that, first, their relevant capabilities be evaluated. The present study aimed to offer a set of key performance indicators for evaluating customer experience management in commercial banks. The study, first, attempted to identify the components of evaluating customer experience management by reviewing the related literature and conducting interviews with experts. Then, the extracted components were transformed into assessable metrics using the goal question metric method, and the key performance indicators relevant to customer experience management in commercial banks were selected according to the experts' opinions and the Fuzzy Delphi method. According to the findings of the study, 21 key performance indicators were identified for customer experience management in commercial banks, and customer satisfaction, the mean number of calls to resolve an issue in customer journey touchpoints, the NPS, and the ratio of the budget allocated to the CXM department to the budget of the marketing department were found as the most significant performance indicator according to banking experts. The present study was among the first research projects intended to evaluate CXM and offer key performance indicators that could help the managers of commercial banks assess the maturity levels of their CXM.A metrics-driven approach for customer experience management evaluation: the case of commercial banks in developing countries
Parisa Mousavi, Mehdi Shamizanjani, Fariborz Rahimnia, Mohammad Mehraeen
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

Customer experience management (CXM), which aims to achieve and maintain customers' long-term loyalty, has attracted the attention of many organizations. Improving customer experience management in organizations requires that, first, their relevant capabilities be evaluated. The present study aimed to offer a set of key performance indicators for evaluating customer experience management in commercial banks.

The study, first, attempted to identify the components of evaluating customer experience management by reviewing the related literature and conducting interviews with experts. Then, the extracted components were transformed into assessable metrics using the goal question metric method, and the key performance indicators relevant to customer experience management in commercial banks were selected according to the experts' opinions and the Fuzzy Delphi method.

According to the findings of the study, 21 key performance indicators were identified for customer experience management in commercial banks, and customer satisfaction, the mean number of calls to resolve an issue in customer journey touchpoints, the NPS, and the ratio of the budget allocated to the CXM department to the budget of the marketing department were found as the most significant performance indicator according to banking experts.

The present study was among the first research projects intended to evaluate CXM and offer key performance indicators that could help the managers of commercial banks assess the maturity levels of their CXM.

]]>
A metrics-driven approach for customer experience management evaluation: the case of commercial banks in developing countries10.1108/TQM-07-2023-0215The TQM Journal2024-01-23© 2023 Emerald Publishing LimitedParisa MousaviMehdi ShamizanjaniFariborz RahimniaMohammad MehraeenThe TQM Journalahead-of-printahead-of-print2024-01-2310.1108/TQM-07-2023-0215https://www.emerald.com/insight/content/doi/10.1108/TQM-07-2023-0215/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Does service journey quality explain omnichannel shoppers' online engagement behaviors? The role of customer-store identification and gratitude toward the storehttps://www.emerald.com/insight/content/doi/10.1108/TQM-07-2023-0217/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe different dimensions of the online engagement behaviors exhibited by omnichannel shoppers, who mainly rely on the online channel for information search, are still understudied. This study aims to investigate how service journey quality (SJQ) has an impact on the overall omnichannel customer experience leading to customer identification (CI) with the store, subsequently leading to their exhibition of online engagement behaviors (writing online reviews, blogging, rating products and service online and indulging in customer-to-customer online interactions. The research is cross-sectional, quantitative and descriptive. Purposive sampling was used to choose the research's participants. Data were collected from 591 Indian omnichannel customers who had previously made an omnichannel purchase that included the concurrent usage of various channels of a retailer using a verified self-administered survey. Using the Smart PLS 4.0 software, the proposed conceptual model has been evaluated. The results indicate that omnichannel customer experience mediates the relationship between SJQ and CI with the store, subsequently leading to their exhibition of online engagement behaviors (writing online reviews, blogging, rating products and service online and indulging in customer-to-customer online interactions). The perceived customer gratitude toward the store significantly and positively moderated the direct relationship between SJQ and different online engagement behaviors (writing online reviews, blogging, rating products and service online and indulging in customer-to-customer online interactions). The study relied upon the omnichannel shoppers of only Indian population and relied on a cross-sectional data collection procedure for this research. Post-pandemic, with highly dynamic shifts in customer preferences, the need for channel-agnostic shopping leading to the unpredictability of purchase patterns has made SJQ the only dimension to achieve sustainable loyalty intentions through value co-creation in an omnichannel retail context. Emphasizing post-purchase behaviors like different online engagement behaviors (writing online reviews, blogging, rating products and services online and indulging in customer-to-customer online interactions), this study is the first to show that SJQ might affect four different online customer engagement behaviors through omnichannel shopping experience and CI with the store. The moderating effect of customer-perceived gratitude toward the retailer on a few proposed hypotheses was also tested to give managerial recommendations. The study also answers the call to investigate the moderating role of customer gratitude in determining service quality-driven engagement behaviors.Does service journey quality explain omnichannel shoppers' online engagement behaviors? The role of customer-store identification and gratitude toward the store
Thamaraiselvan Natarajan, Deepak Ramanan Veera Raghavan
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

The different dimensions of the online engagement behaviors exhibited by omnichannel shoppers, who mainly rely on the online channel for information search, are still understudied. This study aims to investigate how service journey quality (SJQ) has an impact on the overall omnichannel customer experience leading to customer identification (CI) with the store, subsequently leading to their exhibition of online engagement behaviors (writing online reviews, blogging, rating products and service online and indulging in customer-to-customer online interactions.

The research is cross-sectional, quantitative and descriptive. Purposive sampling was used to choose the research's participants. Data were collected from 591 Indian omnichannel customers who had previously made an omnichannel purchase that included the concurrent usage of various channels of a retailer using a verified self-administered survey. Using the Smart PLS 4.0 software, the proposed conceptual model has been evaluated.

The results indicate that omnichannel customer experience mediates the relationship between SJQ and CI with the store, subsequently leading to their exhibition of online engagement behaviors (writing online reviews, blogging, rating products and service online and indulging in customer-to-customer online interactions). The perceived customer gratitude toward the store significantly and positively moderated the direct relationship between SJQ and different online engagement behaviors (writing online reviews, blogging, rating products and service online and indulging in customer-to-customer online interactions).

The study relied upon the omnichannel shoppers of only Indian population and relied on a cross-sectional data collection procedure for this research.

Post-pandemic, with highly dynamic shifts in customer preferences, the need for channel-agnostic shopping leading to the unpredictability of purchase patterns has made SJQ the only dimension to achieve sustainable loyalty intentions through value co-creation in an omnichannel retail context. Emphasizing post-purchase behaviors like different online engagement behaviors (writing online reviews, blogging, rating products and services online and indulging in customer-to-customer online interactions), this study is the first to show that SJQ might affect four different online customer engagement behaviors through omnichannel shopping experience and CI with the store. The moderating effect of customer-perceived gratitude toward the retailer on a few proposed hypotheses was also tested to give managerial recommendations. The study also answers the call to investigate the moderating role of customer gratitude in determining service quality-driven engagement behaviors.

]]>
Does service journey quality explain omnichannel shoppers' online engagement behaviors? The role of customer-store identification and gratitude toward the store10.1108/TQM-07-2023-0217The TQM Journal2023-11-20© 2023 Emerald Publishing LimitedThamaraiselvan NatarajanDeepak Ramanan Veera RaghavanThe TQM Journalahead-of-printahead-of-print2023-11-2010.1108/TQM-07-2023-0217https://www.emerald.com/insight/content/doi/10.1108/TQM-07-2023-0217/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Perceived customer value and willingness to pay: strategies for improving and sustaining water service qualityhttps://www.emerald.com/insight/content/doi/10.1108/TQM-07-2023-0218/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestSeveral studies have examined the relationship between service quality and willingness to pay in many industries. However, this relationship has not been explored through the lens of customer perceived value and their willingness to pay for improving and sustaining water service. This study aims to examine the impact of technical and functional service quality dimensions on customer perceived value and assess the influence of customer perceived value and socio-economic factors on customers' willingness to pay for improving and sustaining the water service. Technical service quality includes core water service such as water delivery and maintenance, while functional service quality refers to the appearance of facilities, employees’ dress, and communication. SERVQUAL questionnaire responses were collected from 333 Palestinian household customers. Cronbach’s alpha was conducted to measure internal consistency and convergent validity. Path analysis was utilized to evaluate a causal diagram by examining the relationships among the constructs. The results showed that technical and functional service quality and relative price explain 52% of the customer perceived value variation. Additionally, the results revealed that customer perceived value, technical service quality, and relative price significantly impact the customer’s willingness to pay for improving and sustaining service. In contrast, the functional service quality and socio-economic factors have insignificant effects. These predictors explain 60% of the customer’s willingness to pay for improving and sustaining service. The study suggests that water providers should prioritize improving and sustaining technical service quality to increase customer willingness to pay. Furthermore, they should be aware that other factors, such as employee appearance and politeness, are less influential in driving customers’ willingness to pay. The study presents a water service improvement model that utilizes data from a developing country to assess the influence of perceived customer value, along with its dimensions, on the willingness to pay for improving and sustaining water service quality.Perceived customer value and willingness to pay: strategies for improving and sustaining water service quality
Abdullah Murrar, Veronica Paz, Madan Batra, David Yerger
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

Several studies have examined the relationship between service quality and willingness to pay in many industries. However, this relationship has not been explored through the lens of customer perceived value and their willingness to pay for improving and sustaining water service. This study aims to examine the impact of technical and functional service quality dimensions on customer perceived value and assess the influence of customer perceived value and socio-economic factors on customers' willingness to pay for improving and sustaining the water service.

Technical service quality includes core water service such as water delivery and maintenance, while functional service quality refers to the appearance of facilities, employees’ dress, and communication. SERVQUAL questionnaire responses were collected from 333 Palestinian household customers. Cronbach’s alpha was conducted to measure internal consistency and convergent validity. Path analysis was utilized to evaluate a causal diagram by examining the relationships among the constructs.

The results showed that technical and functional service quality and relative price explain 52% of the customer perceived value variation. Additionally, the results revealed that customer perceived value, technical service quality, and relative price significantly impact the customer’s willingness to pay for improving and sustaining service. In contrast, the functional service quality and socio-economic factors have insignificant effects. These predictors explain 60% of the customer’s willingness to pay for improving and sustaining service.

The study suggests that water providers should prioritize improving and sustaining technical service quality to increase customer willingness to pay. Furthermore, they should be aware that other factors, such as employee appearance and politeness, are less influential in driving customers’ willingness to pay.

The study presents a water service improvement model that utilizes data from a developing country to assess the influence of perceived customer value, along with its dimensions, on the willingness to pay for improving and sustaining water service quality.

]]>
Perceived customer value and willingness to pay: strategies for improving and sustaining water service quality10.1108/TQM-07-2023-0218The TQM Journal2024-02-29© 2024 Emerald Publishing LimitedAbdullah MurrarVeronica PazMadan BatraDavid YergerThe TQM Journalahead-of-printahead-of-print2024-02-2910.1108/TQM-07-2023-0218https://www.emerald.com/insight/content/doi/10.1108/TQM-07-2023-0218/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
Quality 4.0 in higher education: reinventing academic-industry-government collaboration during disruptive timeshttps://www.emerald.com/insight/content/doi/10.1108/TQM-07-2023-0219/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to explore the conditions of successful implementation of Quality 4.0 in higher education institutions (HEIs) and the key factors affecting it, as well as the role of the Triple Helix collaborative (THC) framework in enhancing the integration of Quality 4.0 principles and Industry 4.0 technologies. A survey-based strategy was adopted, adopting questionnaires distributed amongst researchers chosen based on their publications related to the aforementioned fields. The successful integration of disruptive technologies, Quality 4.0 and THC in HEIs heavily relies on educators' continuous learning and professional development. Faculty members must acquire digital skills and competencies to effectively adopt disruptive technologies and implement Quality 4.0 principles in their teaching practices. HEIs should provide opportunities for faculty members to engage in ongoing training programmes, workshops and communities of practice that focus on enhancing their technological proficiencies, pedagogical strategies and collaborative skills. To the best of the authors' knowledge, this is the first reported study linking the concepts of Quality 4.0 and the Triple Helix of Innovation in HEIs.Quality 4.0 in higher education: reinventing academic-industry-government collaboration during disruptive times
Slawomir Wawak, José Pedro Teixeira Domingues, Paulo Sampaio
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims to explore the conditions of successful implementation of Quality 4.0 in higher education institutions (HEIs) and the key factors affecting it, as well as the role of the Triple Helix collaborative (THC) framework in enhancing the integration of Quality 4.0 principles and Industry 4.0 technologies.

A survey-based strategy was adopted, adopting questionnaires distributed amongst researchers chosen based on their publications related to the aforementioned fields.

The successful integration of disruptive technologies, Quality 4.0 and THC in HEIs heavily relies on educators' continuous learning and professional development. Faculty members must acquire digital skills and competencies to effectively adopt disruptive technologies and implement Quality 4.0 principles in their teaching practices. HEIs should provide opportunities for faculty members to engage in ongoing training programmes, workshops and communities of practice that focus on enhancing their technological proficiencies, pedagogical strategies and collaborative skills.

To the best of the authors' knowledge, this is the first reported study linking the concepts of Quality 4.0 and the Triple Helix of Innovation in HEIs.

]]>
Quality 4.0 in higher education: reinventing academic-industry-government collaboration during disruptive times10.1108/TQM-07-2023-0219The TQM Journal2023-11-03© 2023 Emerald Publishing LimitedSlawomir WawakJosé Pedro Teixeira DominguesPaulo SampaioThe TQM Journalahead-of-printahead-of-print2023-11-0310.1108/TQM-07-2023-0219https://www.emerald.com/insight/content/doi/10.1108/TQM-07-2023-0219/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
An integrated QFD framework for smart city strategy developmenthttps://www.emerald.com/insight/content/doi/10.1108/TQM-07-2023-0223/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestIn this study, the deployment of an integrated Quality Function Deployment (QFD) decision framework is presented to help cities design targeted strategies to become “smart”. Arguably smart cities leverage advanced technologies to enhance their smartness to improve everyday urban life. To this end, a QFD – Analytic Hierarchy Process – Analytic Network Process (QFD-AHP-ANP) framework is proposed to deliver guidance for selecting the appropriate mix of smart technologies based on the specific smart needs of each city. The AHP and ANP methods are incorporated into QFD to enhance its methodological robustness in formulating the decision problem. AHP accurately captures and translates the “Voice of the Experts” into prioritized “Smart City” dimensions, while establishing inter-relationships between these dimensions and “Smart City Technologies”. Meanwhile, ANP explores tradeoffs among the technologies, enabling well-informed decisions. The framework’s effectiveness is evaluated through an illustrative application in the city of Thessaloniki. Applying the framework to this real-world context confirms its practicality and utility, demonstrating its ability to particularize local, social, political, environmental and economic trends through the resulting mix of technologies in smart urban development strategies. The importance of this study lies in several aspects. Firstly, it introduces a novel QFD decision framework tailored for smart city strategic planning. Secondly, it contributes to the operationalization of the smart city concept by providing guidance for cities to effectively adopt smart technologies. Finally, this study represents a new field of application for QFD, expanding its scope beyond its traditional domains.An integrated QFD framework for smart city strategy development
Konstantina Kamvysi, Loukas K. Tsironis, Katerina Gotzamani
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

In this study, the deployment of an integrated Quality Function Deployment (QFD) decision framework is presented to help cities design targeted strategies to become “smart”. Arguably smart cities leverage advanced technologies to enhance their smartness to improve everyday urban life. To this end, a QFD – Analytic Hierarchy Process – Analytic Network Process (QFD-AHP-ANP) framework is proposed to deliver guidance for selecting the appropriate mix of smart technologies based on the specific smart needs of each city.

The AHP and ANP methods are incorporated into QFD to enhance its methodological robustness in formulating the decision problem. AHP accurately captures and translates the “Voice of the Experts” into prioritized “Smart City” dimensions, while establishing inter-relationships between these dimensions and “Smart City Technologies”. Meanwhile, ANP explores tradeoffs among the technologies, enabling well-informed decisions. The framework’s effectiveness is evaluated through an illustrative application in the city of Thessaloniki.

Applying the framework to this real-world context confirms its practicality and utility, demonstrating its ability to particularize local, social, political, environmental and economic trends through the resulting mix of technologies in smart urban development strategies.

The importance of this study lies in several aspects. Firstly, it introduces a novel QFD decision framework tailored for smart city strategic planning. Secondly, it contributes to the operationalization of the smart city concept by providing guidance for cities to effectively adopt smart technologies. Finally, this study represents a new field of application for QFD, expanding its scope beyond its traditional domains.

]]>
An integrated QFD framework for smart city strategy development10.1108/TQM-07-2023-0223The TQM Journal2024-03-29© 2024 Emerald Publishing LimitedKonstantina KamvysiLoukas K. TsironisKaterina GotzamaniThe TQM Journalahead-of-printahead-of-print2024-03-2910.1108/TQM-07-2023-0223https://www.emerald.com/insight/content/doi/10.1108/TQM-07-2023-0223/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
Soft TQM for competitive advantage in the transportation sector: investigating green human resource management and stakeholder integrationhttps://www.emerald.com/insight/content/doi/10.1108/TQM-07-2023-0225/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestRecent trends in total quality management (TQM) argue in favor of incorporating environmental concerns into TQM and considering external stakeholders. The aim of this study is to bring environmental consciousness in the soft TQM dimension of human resource management (HRM) and assess its interrelationship with stakeholder integration towards achieving a competitive advantage. An empirical study was conducted in the transportation sector, specifically targeting managers in Greek shipping companies involved in global cargo transport and vessel operations. A structured questionnaire was administered, yielding 109 responses. The collected data were analyzed using partial least squares structural equation modeling. The findings reveal the positive effect of both green HRM (GHRM) and stakeholder integration on the innovation differentiation advantage and market differentiation advantage of shipping companies. Results confirm the complementary (partial) mediating effect of GHRM in the relationship between stakeholder integration and both types of competitive advantage. The primary limitation resides in data collection exclusively from shipping companies in Greece. A longitudinal approach would be beneficial for examining how the relationship between variables changes over time. The findings of the study could assist shipping managers in their decisions to allocate resources for developing GHRM practices and for involving stakeholders in organizational practices to overcome competition. This study contributes to the discourse on TQM by empirically investigating the combined impact of GHRM and stakeholder integration on competitive advantage – an aspect that has been relatively overlooked in existing literature.Soft TQM for competitive advantage in the transportation sector: investigating green human resource management and stakeholder integration
Maria Karakasnaki, Anastasia Gerou
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

Recent trends in total quality management (TQM) argue in favor of incorporating environmental concerns into TQM and considering external stakeholders. The aim of this study is to bring environmental consciousness in the soft TQM dimension of human resource management (HRM) and assess its interrelationship with stakeholder integration towards achieving a competitive advantage.

An empirical study was conducted in the transportation sector, specifically targeting managers in Greek shipping companies involved in global cargo transport and vessel operations. A structured questionnaire was administered, yielding 109 responses. The collected data were analyzed using partial least squares structural equation modeling.

The findings reveal the positive effect of both green HRM (GHRM) and stakeholder integration on the innovation differentiation advantage and market differentiation advantage of shipping companies. Results confirm the complementary (partial) mediating effect of GHRM in the relationship between stakeholder integration and both types of competitive advantage.

The primary limitation resides in data collection exclusively from shipping companies in Greece. A longitudinal approach would be beneficial for examining how the relationship between variables changes over time.

The findings of the study could assist shipping managers in their decisions to allocate resources for developing GHRM practices and for involving stakeholders in organizational practices to overcome competition.

This study contributes to the discourse on TQM by empirically investigating the combined impact of GHRM and stakeholder integration on competitive advantage – an aspect that has been relatively overlooked in existing literature.

]]>
Soft TQM for competitive advantage in the transportation sector: investigating green human resource management and stakeholder integration10.1108/TQM-07-2023-0225The TQM Journal2024-02-23© 2024 Emerald Publishing LimitedMaria KarakasnakiAnastasia GerouThe TQM Journalahead-of-printahead-of-print2024-02-2310.1108/TQM-07-2023-0225https://www.emerald.com/insight/content/doi/10.1108/TQM-07-2023-0225/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
Kaizen-mindfulness a twin continuous improvement approach at workplace: A qualitative exploratory studyhttps://www.emerald.com/insight/content/doi/10.1108/TQM-07-2023-0226/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestWorld Health Organizations (WHO) (2023) states that governments and employers have a responsibility to uphold that right by providing work that simultaneously prevents workers from experiencing excessive stress and mental health risks. The business environment continues to produce a lot of stress on workers, which includes internal pressures to achieve results and employees suffer the consequences. Some companies have turned to mindfulness as a technique that helps mitigate these consequences and have joined Kaizen as a process improvement technique in the work environment. Therefore, this study has a research purpose: “to comprehend the possible linkage between Kaizen philosophy from an individual perspective, with Mindfulness ZEN Buddhism technique to understand the individual benefit (well-being) of each employee in organizations.” The answer to this represents the research gap in this article. The research questions governing this study are as follows: RQ1: Does Mindfulness is used as Kaizen technique of personal-individual improvement in 21st-century organizations? RQ2: What elements and characteristics of Kaizen and mindfulness can be found working together? And RQ3: Which qualitative impact of mindfulness and Kaizen in the workplace outcome (well-being, performance of the job (process)) and relationships with other employees)? This research used a qualitative approach due to the recent phenomenon studied. In a certain way, it was used a mixed-method (combination of qualitative data – web search secondary data analysis and qualitative research-Convergence Model). First, it was done an intensive web search with the aim to identify companies' corporate mindfulness programs, along with companies which have applied mindfulness and Kaizen programs. It was identified a group of big companies with global and international presence (“famous” for their products and services) in diverse industrial and service sectors, country of origin and business locations; with the purpose of getting a holistic vision of all organizations which have practice Kaizen and mindfulness. Therefore, this study explored secondary data related to both practices, analyzing reports or briefings published in management magazines and official WEB pages and/or business magazines. As a result of the triangulation of the data with its secondary data convergence model and qualitative research, a theoretical framework was reached that shows the benefits of the two combined twin techniques of Kaizen and mindfulness. The worker experiences a path that goes from concentrating on the execution of their processes, following their operating standards (Standardize, Do, Check, Act [SDCA] cycle), going through the evolution to continuous improvement or Plan-Do-Check-Act (PDCA) cycle, experiencing work with concentration-awareness and reducing your daily stress, maintaining high sensitivity to the work process and your environment and finally, discovering an essential life purpose. Finally, worker experiences benefit when there is wide application of both with the SDCA and PDCA cycles such as high motivation, constant learning from your mistakes, day-to-day learning and the Munen Musso (not using the mind). The main limitation is the qualitative methodological bias and secondary data research. In addition, to have a theoretical sample. However, the richness of the data helps to overcome this limitation. On the other hand, the qualitative research interviews are for a certain geographical area, therefore, the results cannot be generalized. The results of this research can shed light on operations managers in the use of techniques for continuous improvement and improvement of people's quality of life, such as mindfulness. In Mexico, they are beginning to be used jointly (twin techniques) to comply with Regulation 035 of psychosocial risk, the researchers are sure that in other countries it will be used in the same way to comply with regulations. However, the research findings show the benefits that can be provided to workers in organizations by applying Kaizen and Mindfulness together. To the best of the authors’ knowledge, according to the literature review, this is the first article that explores the relationship between Kaizen and Mindfulness as twin techniques that help improve the individual quality of life of employees in organizations.Kaizen-mindfulness a twin continuous improvement approach at workplace: A qualitative exploratory study
Manuel F. Suárez-Barraza, María Isabel Huerta-Carvajal
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

World Health Organizations (WHO) (2023) states that governments and employers have a responsibility to uphold that right by providing work that simultaneously prevents workers from experiencing excessive stress and mental health risks. The business environment continues to produce a lot of stress on workers, which includes internal pressures to achieve results and employees suffer the consequences. Some companies have turned to mindfulness as a technique that helps mitigate these consequences and have joined Kaizen as a process improvement technique in the work environment. Therefore, this study has a research purpose: “to comprehend the possible linkage between Kaizen philosophy from an individual perspective, with Mindfulness ZEN Buddhism technique to understand the individual benefit (well-being) of each employee in organizations.” The answer to this represents the research gap in this article. The research questions governing this study are as follows: RQ1: Does Mindfulness is used as Kaizen technique of personal-individual improvement in 21st-century organizations? RQ2: What elements and characteristics of Kaizen and mindfulness can be found working together? And RQ3: Which qualitative impact of mindfulness and Kaizen in the workplace outcome (well-being, performance of the job (process)) and relationships with other employees)?

This research used a qualitative approach due to the recent phenomenon studied. In a certain way, it was used a mixed-method (combination of qualitative data – web search secondary data analysis and qualitative research-Convergence Model). First, it was done an intensive web search with the aim to identify companies' corporate mindfulness programs, along with companies which have applied mindfulness and Kaizen programs. It was identified a group of big companies with global and international presence (“famous” for their products and services) in diverse industrial and service sectors, country of origin and business locations; with the purpose of getting a holistic vision of all organizations which have practice Kaizen and mindfulness. Therefore, this study explored secondary data related to both practices, analyzing reports or briefings published in management magazines and official WEB pages and/or business magazines.

As a result of the triangulation of the data with its secondary data convergence model and qualitative research, a theoretical framework was reached that shows the benefits of the two combined twin techniques of Kaizen and mindfulness. The worker experiences a path that goes from concentrating on the execution of their processes, following their operating standards (Standardize, Do, Check, Act [SDCA] cycle), going through the evolution to continuous improvement or Plan-Do-Check-Act (PDCA) cycle, experiencing work with concentration-awareness and reducing your daily stress, maintaining high sensitivity to the work process and your environment and finally, discovering an essential life purpose. Finally, worker experiences benefit when there is wide application of both with the SDCA and PDCA cycles such as high motivation, constant learning from your mistakes, day-to-day learning and the Munen Musso (not using the mind).

The main limitation is the qualitative methodological bias and secondary data research. In addition, to have a theoretical sample. However, the richness of the data helps to overcome this limitation. On the other hand, the qualitative research interviews are for a certain geographical area, therefore, the results cannot be generalized.

The results of this research can shed light on operations managers in the use of techniques for continuous improvement and improvement of people's quality of life, such as mindfulness. In Mexico, they are beginning to be used jointly (twin techniques) to comply with Regulation 035 of psychosocial risk, the researchers are sure that in other countries it will be used in the same way to comply with regulations. However, the research findings show the benefits that can be provided to workers in organizations by applying Kaizen and Mindfulness together.

To the best of the authors’ knowledge, according to the literature review, this is the first article that explores the relationship between Kaizen and Mindfulness as twin techniques that help improve the individual quality of life of employees in organizations.

]]>
Kaizen-mindfulness a twin continuous improvement approach at workplace: A qualitative exploratory study10.1108/TQM-07-2023-0226The TQM Journal2023-12-28© 2023 Emerald Publishing LimitedManuel F. Suárez-BarrazaMaría Isabel Huerta-CarvajalThe TQM Journalahead-of-printahead-of-print2023-12-2810.1108/TQM-07-2023-0226https://www.emerald.com/insight/content/doi/10.1108/TQM-07-2023-0226/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Challenges and motivators for nurses' well-being during and post-COVID-19 pandemic: a qualitative explorationhttps://www.emerald.com/insight/content/doi/10.1108/TQM-07-2023-0229/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe present study was designed to explore the major challenges being faced by the Indian nurses' pre-post pandemic period affecting their well-being (WB) and identify factors that motivated them to perform their service wholeheartedly during the pandemic. The study also tries to bridge the gap in the study area by providing various ways that can help maintain the WB of health care professionals. A descriptive exploratory qualitative design involving semi-structured interviews was conducted during December–January 2021 with 30 nurses from hospitals in Punjab Qualitative and thematic data analysis technique were adopted. In addition, a literature review was also conducted to study the various factors that affect the WB of health care professionals. There are various themes and subthemes that were identified by the health care professionals, such as (1) psychological WB, (2) social WB and (3) workplace WB and (4) key motivators. This research work has identified various managerial implications that can play a huge rolein strengthening the healthcare sector of the entire world economy, paving the way toward the better WB of healthcare professionals (HCPs). Firstly, it is probably the only study that is performed on nursing staff to evaluate their personal experiences during crucial times. It has successfully compared the factors affecting WB pre- and post-pandemic, leading to the emergence of many new factors that have originated due to the pandemic and are the cause of the poor WB of HCPs (Figures 2, 4). Secondly, it is the only study that targeted only those nurses who have provided their services in both scenarios. Finally, the study has been a pioneer in identifying the importance of maintaining the WB of HCPs at hospitals.Challenges and motivators for nurses' well-being during and post-COVID-19 pandemic: a qualitative exploration
Manpreet Kailay, Kamalpreet Kaur Paposa, Priyanka Chhibber
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

The present study was designed to explore the major challenges being faced by the Indian nurses' pre-post pandemic period affecting their well-being (WB) and identify factors that motivated them to perform their service wholeheartedly during the pandemic. The study also tries to bridge the gap in the study area by providing various ways that can help maintain the WB of health care professionals.

A descriptive exploratory qualitative design involving semi-structured interviews was conducted during December–January 2021 with 30 nurses from hospitals in Punjab Qualitative and thematic data analysis technique were adopted. In addition, a literature review was also conducted to study the various factors that affect the WB of health care professionals.

There are various themes and subthemes that were identified by the health care professionals, such as (1) psychological WB, (2) social WB and (3) workplace WB and (4) key motivators. This research work has identified various managerial implications that can play a huge rolein strengthening the healthcare sector of the entire world economy, paving the way toward the better WB of healthcare professionals (HCPs).

Firstly, it is probably the only study that is performed on nursing staff to evaluate their personal experiences during crucial times. It has successfully compared the factors affecting WB pre- and post-pandemic, leading to the emergence of many new factors that have originated due to the pandemic and are the cause of the poor WB of HCPs (Figures 2, 4). Secondly, it is the only study that targeted only those nurses who have provided their services in both scenarios. Finally, the study has been a pioneer in identifying the importance of maintaining the WB of HCPs at hospitals.

]]>
Challenges and motivators for nurses' well-being during and post-COVID-19 pandemic: a qualitative exploration10.1108/TQM-07-2023-0229The TQM Journal2024-02-08© 2023 Emerald Publishing LimitedManpreet KailayKamalpreet Kaur PaposaPriyanka ChhibberThe TQM Journalahead-of-printahead-of-print2024-02-0810.1108/TQM-07-2023-0229https://www.emerald.com/insight/content/doi/10.1108/TQM-07-2023-0229/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Critical success factors for open source innovation in pharma industry: learning from two case studieshttps://www.emerald.com/insight/content/doi/10.1108/TQM-08-2021-0223/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe study aims to add to the body of knowledge of open source tangible product management (also called open design). The objective is also to develop a guideline for efficient open source tangible product development and adoption. The exploratory research design using secondary data (like newspapers, magazines, research articles, bogs, papers, etc.) is used to analyze open source tangible product design challenges and enablers. The success stories of Open Source Software projects (OSS) were studied for identification of critical success factors and further their relevancy was tested in the two popular cases of open source drug discovery (malaria and tuberculosis) Open innovation has become a part of competitive strategy of current businesses. It requires an efficient intellectual property protection regime for its implementation. However, in a market dominated by proprietary benefits, the open source technology development can serve as remedy for innovation needs of neglected sectors. The OSS literature revealed managing two classes of factors, namely technology sponsor level factors and environmental factors for efficiency and effectiveness. The case study analysis in the context of applicability of these OSS critical factors showed their limitations in open source tangible products, and highlighted understanding additional challenges and remedies. Open source innovation is a collaborative effort involving inputs from various/diverse players, hence monitoring the effort and motivation level of the contributors is a cumbersome task. Only the information that is available online and in print media is taken as research inputs in this work. Also the data taken were from two case studies; a lot more case studies in the open design domain can progress the theory. The implications of this study are far-reaching in the areas where profit motivated proprietary efforts lack in addressing societal need. It provides guidelines for addressing those unmet needs by developing products in a collaborative way without intellectual property hurdles. The essence of open design is becoming more vital, and there is a pressing need to build theory to support it, which still is elusive and dispersed. The study fills the gap using secondary data and case study approach.Critical success factors for open source innovation in pharma industry: learning from two case studies
Ajay Jha, R.R.K. Sharma, Vimal Kumar
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

The study aims to add to the body of knowledge of open source tangible product management (also called open design). The objective is also to develop a guideline for efficient open source tangible product development and adoption.

The exploratory research design using secondary data (like newspapers, magazines, research articles, bogs, papers, etc.) is used to analyze open source tangible product design challenges and enablers. The success stories of Open Source Software projects (OSS) were studied for identification of critical success factors and further their relevancy was tested in the two popular cases of open source drug discovery (malaria and tuberculosis)

Open innovation has become a part of competitive strategy of current businesses. It requires an efficient intellectual property protection regime for its implementation. However, in a market dominated by proprietary benefits, the open source technology development can serve as remedy for innovation needs of neglected sectors. The OSS literature revealed managing two classes of factors, namely technology sponsor level factors and environmental factors for efficiency and effectiveness. The case study analysis in the context of applicability of these OSS critical factors showed their limitations in open source tangible products, and highlighted understanding additional challenges and remedies.

Open source innovation is a collaborative effort involving inputs from various/diverse players, hence monitoring the effort and motivation level of the contributors is a cumbersome task. Only the information that is available online and in print media is taken as research inputs in this work. Also the data taken were from two case studies; a lot more case studies in the open design domain can progress the theory. The implications of this study are far-reaching in the areas where profit motivated proprietary efforts lack in addressing societal need. It provides guidelines for addressing those unmet needs by developing products in a collaborative way without intellectual property hurdles.

The essence of open design is becoming more vital, and there is a pressing need to build theory to support it, which still is elusive and dispersed. The study fills the gap using secondary data and case study approach.

]]>
Critical success factors for open source innovation in pharma industry: learning from two case studies10.1108/TQM-08-2021-0223The TQM Journal2022-09-28© 2022 Emerald Publishing LimitedAjay JhaR.R.K. SharmaVimal KumarThe TQM Journalahead-of-printahead-of-print2022-09-2810.1108/TQM-08-2021-0223https://www.emerald.com/insight/content/doi/10.1108/TQM-08-2021-0223/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2022 Emerald Publishing Limited
Mapping the TQM implementation approaches and their impact on realizing leadership in Indian tyre manufacturing industryhttps://www.emerald.com/insight/content/doi/10.1108/TQM-08-2022-0258/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis paper attempts to investigate the approaches used for implementing total quality management (TQM) practices and study its impact on ABC India Limited (Name changed), a tyre manufacturing industry for realizing leadership in the Indian market. The other objectives are to explore the key issues faced by the company before TQM and study the benefits achieved after TQM implementation. A conceptual case study research methodology has been utilized in this paper. The industry was facing some major business challenges such as low productivity, financial issues and low market presence since 1996. To overcome these issues, the top management of the industry adopted TQM as a business improvement tool and started its implementation in 2008. A good number of improvement initiatives under four TQM approaches such as management approach, development approach, improvement approach and involvement approach were performed systematically and strategically. As a result of the successful implementation of TQM initiatives, the industry received the most prestigious quality award namely Deming Prize in 2017. With the implementation of the TQM philosophy in the industry, it gained the top market position, the customer satisfaction score increased from 75 to 81, market presence increased from 7.2% to 26.3% and the percentage participation of employees increased by 73.5% within a period from 2009 to 2016. The novelty of this research is to consider a case-based approach that will be helpful in promoting the utilization of the TQM philosophy in other industries for gaining competitive advantages.Mapping the TQM implementation approaches and their impact on realizing leadership in Indian tyre manufacturing industry
Vimal Kumar, Ankesh Mittal, Pratima Verma, Jiju Antony
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

This paper attempts to investigate the approaches used for implementing total quality management (TQM) practices and study its impact on ABC India Limited (Name changed), a tyre manufacturing industry for realizing leadership in the Indian market. The other objectives are to explore the key issues faced by the company before TQM and study the benefits achieved after TQM implementation.

A conceptual case study research methodology has been utilized in this paper. The industry was facing some major business challenges such as low productivity, financial issues and low market presence since 1996. To overcome these issues, the top management of the industry adopted TQM as a business improvement tool and started its implementation in 2008.

A good number of improvement initiatives under four TQM approaches such as management approach, development approach, improvement approach and involvement approach were performed systematically and strategically. As a result of the successful implementation of TQM initiatives, the industry received the most prestigious quality award namely Deming Prize in 2017.

With the implementation of the TQM philosophy in the industry, it gained the top market position, the customer satisfaction score increased from 75 to 81, market presence increased from 7.2% to 26.3% and the percentage participation of employees increased by 73.5% within a period from 2009 to 2016.

The novelty of this research is to consider a case-based approach that will be helpful in promoting the utilization of the TQM philosophy in other industries for gaining competitive advantages.

]]>
Mapping the TQM implementation approaches and their impact on realizing leadership in Indian tyre manufacturing industry10.1108/TQM-08-2022-0258The TQM Journal2023-08-21© 2023 Emerald Publishing LimitedVimal KumarAnkesh MittalPratima VermaJiju AntonyThe TQM Journalahead-of-printahead-of-print2023-08-2110.1108/TQM-08-2022-0258https://www.emerald.com/insight/content/doi/10.1108/TQM-08-2022-0258/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Analyzing patient satisfaction in a rural wound care centerhttps://www.emerald.com/insight/content/doi/10.1108/TQM-08-2022-0273/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestAs healthcare continues to become more expensive and complex, considering the voice of the patient in the design and operation of healthcare practices is important. Wound care and rural healthcare scenarios pose additional complexities for providers and patients. This study sought to identify key determinants of patient service quality in wound care. Patients at the wound care/ostomy clinic (WOC) in a rural hospital were surveyed using the Kano model. The Kano model enables the categorization of quality attributes based on the attributes' contribution to the subject's overall satisfaction (and dissatisfaction). Chi-square goodness-of-fit testing, multinomial analysis and power analysis were then used to determine the Kano categories for each satisfaction-related attribute. The analyses resulted in 14 one-dimensional attributes and 3 indeterminable attributes. For the one-dimensional attributes, customer satisfaction is directly proportional to the level of performance for that attribute. The one-dimensional attributes included providing correct care on the first, provision of necessary supplies for care, appropriately qualified medical staff and confidence in care provided by medical staff, among others. Understanding the attributes important to the patient drive patient-centered care, which improves positive patient outcomes and recovery. These attributes can then be used by healthcare professionals to design patient-centric processes and services. This research provides a framework for incorporating the voice of the patient into healthcare services. While the research methodology can be used in other healthcare settings, the findings are not generalizable to other wound care clinics. This research was conducted in one small, rural hospital. In addition, the sample size was small due to the size of the wound clinic; therefore, an analysis of the differences between demographics could not be performed. Considering the perspectives of rural wound care patients is important, as the patients are an under-served population with unique challenges related to patient care. The research findings detail rural patients' expectations during wound care treatments, which enable the clinic to focus on improving patient satisfaction. This research contributes to understanding the factors that are important to patient satisfaction in wound care. Further, the methodology presented can be applied to other healthcare settings. While studies exist using the Kano model in healthcare and the literature is sparse in rural healthcare, this is the first case study using the Kano model in wound care to understand patient preferences.Analyzing patient satisfaction in a rural wound care center
Elizabeth A. Cudney, Clair Reynolds Kueny, Susan L. Murray
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

As healthcare continues to become more expensive and complex, considering the voice of the patient in the design and operation of healthcare practices is important. Wound care and rural healthcare scenarios pose additional complexities for providers and patients. This study sought to identify key determinants of patient service quality in wound care.

Patients at the wound care/ostomy clinic (WOC) in a rural hospital were surveyed using the Kano model. The Kano model enables the categorization of quality attributes based on the attributes' contribution to the subject's overall satisfaction (and dissatisfaction). Chi-square goodness-of-fit testing, multinomial analysis and power analysis were then used to determine the Kano categories for each satisfaction-related attribute.

The analyses resulted in 14 one-dimensional attributes and 3 indeterminable attributes. For the one-dimensional attributes, customer satisfaction is directly proportional to the level of performance for that attribute. The one-dimensional attributes included providing correct care on the first, provision of necessary supplies for care, appropriately qualified medical staff and confidence in care provided by medical staff, among others. Understanding the attributes important to the patient drive patient-centered care, which improves positive patient outcomes and recovery. These attributes can then be used by healthcare professionals to design patient-centric processes and services. This research provides a framework for incorporating the voice of the patient into healthcare services.

While the research methodology can be used in other healthcare settings, the findings are not generalizable to other wound care clinics. This research was conducted in one small, rural hospital. In addition, the sample size was small due to the size of the wound clinic; therefore, an analysis of the differences between demographics could not be performed.

Considering the perspectives of rural wound care patients is important, as the patients are an under-served population with unique challenges related to patient care. The research findings detail rural patients' expectations during wound care treatments, which enable the clinic to focus on improving patient satisfaction. This research contributes to understanding the factors that are important to patient satisfaction in wound care. Further, the methodology presented can be applied to other healthcare settings.

While studies exist using the Kano model in healthcare and the literature is sparse in rural healthcare, this is the first case study using the Kano model in wound care to understand patient preferences.

]]>
Analyzing patient satisfaction in a rural wound care center10.1108/TQM-08-2022-0273The TQM Journal2023-05-01© 2023 Emerald Publishing LimitedElizabeth A. CudneyClair Reynolds KuenySusan L. MurrayThe TQM Journalahead-of-printahead-of-print2023-05-0110.1108/TQM-08-2022-0273https://www.emerald.com/insight/content/doi/10.1108/TQM-08-2022-0273/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Improving spare parts (MRO) inventory management policies after COVID-19 pandemic: a Lean Six Sigma 4.0 projecthttps://www.emerald.com/insight/content/doi/10.1108/TQM-08-2023-0245/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestTo redesign the spare parts (MRO) inventory management at Company XYZ's warehouse, considering the conditions after the COVID-19 pandemic. To address this research project, the authors integrated three methodologies: action research, Lean Six Sigma (DMAIC) and Cross Industry Standard Process for Data Mining. These methodologies integrated the Lean Six Sigma (LSS) 4.0 framework applied in this project. The spare parts inventory value was reduced by 15%, and inventory turnover increased by 120% without negatively impacting the internal service level. Practitioners leading or participating in continuous improvement projects (CIPs) should consider data quality (data available and data trustworthiness), problem-solving approach and target area involvement to achieve CIP goals. Otherwise, the LSS 4.0 could fail or extend its duration by several weeks or months. This project shows the importance of controlling a target area before deciding to conduct a LSS 4.0 project. To address this problem, the LSS 4.0 team implemented 5S during the measure phase of the DMAIC. Also, this project offers significant practitioner and theoretical contributions to the body of knowledge about LSS 4.0.Improving spare parts (MRO) inventory management policies after COVID-19 pandemic: a Lean Six Sigma 4.0 project
Jesus Vazquez Hernandez, Monica Daniela Elizondo Rojas
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

To redesign the spare parts (MRO) inventory management at Company XYZ's warehouse, considering the conditions after the COVID-19 pandemic.

To address this research project, the authors integrated three methodologies: action research, Lean Six Sigma (DMAIC) and Cross Industry Standard Process for Data Mining. These methodologies integrated the Lean Six Sigma (LSS) 4.0 framework applied in this project.

The spare parts inventory value was reduced by 15%, and inventory turnover increased by 120% without negatively impacting the internal service level.

Practitioners leading or participating in continuous improvement projects (CIPs) should consider data quality (data available and data trustworthiness), problem-solving approach and target area involvement to achieve CIP goals. Otherwise, the LSS 4.0 could fail or extend its duration by several weeks or months.

This project shows the importance of controlling a target area before deciding to conduct a LSS 4.0 project. To address this problem, the LSS 4.0 team implemented 5S during the measure phase of the DMAIC. Also, this project offers significant practitioner and theoretical contributions to the body of knowledge about LSS 4.0.

]]>
Improving spare parts (MRO) inventory management policies after COVID-19 pandemic: a Lean Six Sigma 4.0 project10.1108/TQM-08-2023-0245The TQM Journal2023-12-26© 2023 Emerald Publishing LimitedJesus Vazquez HernandezMonica Daniela Elizondo RojasThe TQM Journalahead-of-printahead-of-print2023-12-2610.1108/TQM-08-2023-0245https://www.emerald.com/insight/content/doi/10.1108/TQM-08-2023-0245/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Barriers to TQM implementation in SMEs in Bangladesh: an interpretive structural modeling approachhttps://www.emerald.com/insight/content/doi/10.1108/TQM-08-2023-0247/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to recognize the significant barriers of small and medium-sized enterprises (SMEs) in Bangladesh, hindering the adoption of total quality management (TQM). Additionally, this research intends to explore the interrelations among these barriers to develop essential managerial insights for promoting TQM implementation in SMEs. The interpretive structural modeling (ISM) approach and Matrice d'impacts croisés multiplication appliquée á un classment (MICMAC) a cross-impact matrix multiplication applied to classification show the relationship among the barriers and classification of the barriers to TQM implementation respectively, and partial least squares structural equation modeling (PLS-SEM) is applied for ISM model validation. This study examined previous literature and conducted interviews with professionals to identify 17 barriers. The study then develops and investigates a model that outlines the relationships and priorities among these barriers and categorizes them based on their impact and interdependence. This analysis can assist SMEs in implementing TQM during their operations successfully. This research emphasizes the crucial obstacles that greatly affect other barriers and require immediate attention. Furthermore, this study provides valuable information for SMEs to effectively prioritize their resources and efforts to overcome these obstacles. This study delves into the primary obstacles impeding the integration of TQM in SMEs through a novel approach. Additionally, this study constructs a verified contextual framework that depicts the hierarchies and interconnections among these barriers.Barriers to TQM implementation in SMEs in Bangladesh: an interpretive structural modeling approach
Mustafizur Rahman, Sifat Ajmeer Haque, Andrea Trianni
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims to recognize the significant barriers of small and medium-sized enterprises (SMEs) in Bangladesh, hindering the adoption of total quality management (TQM). Additionally, this research intends to explore the interrelations among these barriers to develop essential managerial insights for promoting TQM implementation in SMEs.

The interpretive structural modeling (ISM) approach and Matrice d'impacts croisés multiplication appliquée á un classment (MICMAC) a cross-impact matrix multiplication applied to classification show the relationship among the barriers and classification of the barriers to TQM implementation respectively, and partial least squares structural equation modeling (PLS-SEM) is applied for ISM model validation.

This study examined previous literature and conducted interviews with professionals to identify 17 barriers. The study then develops and investigates a model that outlines the relationships and priorities among these barriers and categorizes them based on their impact and interdependence. This analysis can assist SMEs in implementing TQM during their operations successfully.

This research emphasizes the crucial obstacles that greatly affect other barriers and require immediate attention. Furthermore, this study provides valuable information for SMEs to effectively prioritize their resources and efforts to overcome these obstacles.

This study delves into the primary obstacles impeding the integration of TQM in SMEs through a novel approach. Additionally, this study constructs a verified contextual framework that depicts the hierarchies and interconnections among these barriers.

]]>
Barriers to TQM implementation in SMEs in Bangladesh: an interpretive structural modeling approach10.1108/TQM-08-2023-0247The TQM Journal2023-12-12© 2023 Emerald Publishing LimitedMustafizur RahmanSifat Ajmeer HaqueAndrea TrianniThe TQM Journalahead-of-printahead-of-print2023-12-1210.1108/TQM-08-2023-0247https://www.emerald.com/insight/content/doi/10.1108/TQM-08-2023-0247/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Synergistic role of TQM 4.0 toward industry 4.0 readiness: a sociotechnical perspective of selected industrieshttps://www.emerald.com/insight/content/doi/10.1108/TQM-08-2023-0249/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestIndustry 4.0 or I4.0 has transformed the manufacturing landscape by integrating social and technical factors by means of the sociotechnical framework. However, the sociotechnical aspects of digitalization of total quality management (TQM 4.0), especially in small and medium enterprises (SMEs) remain largely unexplored. This groundbreaking research endeavors to delve into the pivotal role played by social (soft) and technical (hard) TQM 4.0 in driving I4.0 readiness among SMEs. A research framework has been developed by harnessing the principles of Socio-technical systems (STS) theory. Data collection from a sample of 310 randomly selected SMEs manufacturing in Malaysia through an online survey approach. The collected data is then subjected to analysis using Partial Least Square-Structural Equation Modeling (PLS-SEM) through SmartPLS. The study findings indicate that both hard and soft TQM 4.0 factors are vital to promoting I4.0 readiness (R2 = 0.677) and actual implementation (R2 = 0.216). Surprisingly, the findings highlight that customer-related construct has no impact on hard TQM 4.0 attributes. Furthermore, hard TQM 4.0 factors have played a partial mediating role on the relationship of soft TQM 4.0 and I4.0 attributes (20% = VAF = 80%). This is a novel research as it explores the underexplored domain of sociotechnical aspects of TQM 4.0 within SMEs amid I4.0 transformation. The study distinctive contributes include revealing the pivotal role of both soft and hard TQM 4.0 factors in driving I4.0 readiness, emphasizing the primacy of people-related dimensions for successful implementation in manufacturing SMEs.Synergistic role of TQM 4.0 toward industry 4.0 readiness: a sociotechnical perspective of selected industries
Kashif Ali, Abdul Waheed
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

Industry 4.0 or I4.0 has transformed the manufacturing landscape by integrating social and technical factors by means of the sociotechnical framework. However, the sociotechnical aspects of digitalization of total quality management (TQM 4.0), especially in small and medium enterprises (SMEs) remain largely unexplored. This groundbreaking research endeavors to delve into the pivotal role played by social (soft) and technical (hard) TQM 4.0 in driving I4.0 readiness among SMEs.

A research framework has been developed by harnessing the principles of Socio-technical systems (STS) theory. Data collection from a sample of 310 randomly selected SMEs manufacturing in Malaysia through an online survey approach. The collected data is then subjected to analysis using Partial Least Square-Structural Equation Modeling (PLS-SEM) through SmartPLS.

The study findings indicate that both hard and soft TQM 4.0 factors are vital to promoting I4.0 readiness (R2 = 0.677) and actual implementation (R2 = 0.216). Surprisingly, the findings highlight that customer-related construct has no impact on hard TQM 4.0 attributes. Furthermore, hard TQM 4.0 factors have played a partial mediating role on the relationship of soft TQM 4.0 and I4.0 attributes (20% = VAF = 80%).

This is a novel research as it explores the underexplored domain of sociotechnical aspects of TQM 4.0 within SMEs amid I4.0 transformation. The study distinctive contributes include revealing the pivotal role of both soft and hard TQM 4.0 factors in driving I4.0 readiness, emphasizing the primacy of people-related dimensions for successful implementation in manufacturing SMEs.

]]>
Synergistic role of TQM 4.0 toward industry 4.0 readiness: a sociotechnical perspective of selected industries10.1108/TQM-08-2023-0249The TQM Journal2024-01-30© 2024 Emerald Publishing LimitedKashif AliAbdul WaheedThe TQM Journalahead-of-printahead-of-print2024-01-3010.1108/TQM-08-2023-0249https://www.emerald.com/insight/content/doi/10.1108/TQM-08-2023-0249/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
Factors affecting implementation of digital lean in healthcare in the post-COVID world – mixed-method approachhttps://www.emerald.com/insight/content/doi/10.1108/TQM-08-2023-0251/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestDigital lean implementation can solve the dual problem of stagnating quality and rising costs in healthcare. Although technology adoption in healthcare has increased in the post-COVID world, value unlocking using technology needs a well-thought-out approach to achieve success. This paper provides a prescriptive framework for successfully implementing digital lean in healthcare. This study uses a mixed-method approach to achieve three research objectives. Whilst it uses a narrative review to identify the enablers, it uses qualitative thematic analysis techniques to categorise them into factors. The study utilises the delphi method for the thematic grouping of the enablers in the broader groups. The study used an advanced ordinal priority approach (OPA) to prioritise these factors. Finally, the study uses concordance analysis to assess the reliability of group decision-making. The study found that 20 identified enablers are rooted in practice factors, followed by human resource management (HRM) factors, customer factors, leadership factors and technology factors. These results further counter the myth that technology holds the utmost significance in implementing digital lean in healthcare and found the equal importance of factors related to people, customers, leadership and best practices such as benchmarking, continuous improvement and change management. The study is the first of its kind, providing the prescriptive framework for implementing digital lean in healthcare. The findings are useful for healthcare professionals and health policymakers.Factors affecting implementation of digital lean in healthcare in the post-COVID world – mixed-method approach
Vinaytosh Mishra, Mohita G. Sharma
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

Digital lean implementation can solve the dual problem of stagnating quality and rising costs in healthcare. Although technology adoption in healthcare has increased in the post-COVID world, value unlocking using technology needs a well-thought-out approach to achieve success. This paper provides a prescriptive framework for successfully implementing digital lean in healthcare.

This study uses a mixed-method approach to achieve three research objectives. Whilst it uses a narrative review to identify the enablers, it uses qualitative thematic analysis techniques to categorise them into factors. The study utilises the delphi method for the thematic grouping of the enablers in the broader groups. The study used an advanced ordinal priority approach (OPA) to prioritise these factors. Finally, the study uses concordance analysis to assess the reliability of group decision-making.

The study found that 20 identified enablers are rooted in practice factors, followed by human resource management (HRM) factors, customer factors, leadership factors and technology factors. These results further counter the myth that technology holds the utmost significance in implementing digital lean in healthcare and found the equal importance of factors related to people, customers, leadership and best practices such as benchmarking, continuous improvement and change management.

The study is the first of its kind, providing the prescriptive framework for implementing digital lean in healthcare. The findings are useful for healthcare professionals and health policymakers.

]]>
Factors affecting implementation of digital lean in healthcare in the post-COVID world – mixed-method approach10.1108/TQM-08-2023-0251The TQM Journal2024-02-05© 2024 Emerald Publishing LimitedVinaytosh MishraMohita G. SharmaThe TQM Journalahead-of-printahead-of-print2024-02-0510.1108/TQM-08-2023-0251https://www.emerald.com/insight/content/doi/10.1108/TQM-08-2023-0251/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
Addressing the Kaizen business operations: the role of triple helix actors during COVID-19 outbreakhttps://www.emerald.com/insight/content/doi/10.1108/TQM-08-2023-0253/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe aim of this study is to investigate and clarify how the triple helix actors can effectively implement the concepts of Kaizen to navigate and overcome the complex obstacles brought on by the global COVID-19 pandemic. Through broad literature reviews, nine common parameters under triple helix actor have been recognized. A regression analysis has been done to study how the triple helix actors’ common parameters impact Kaizen implementation in business operations. The results of this study revealed insightful patterns in the relationships between the common parameters of triple helix actor and the dependent variables. Notably, the results also showed that leadership commitment (LC) emerges as a very significant component, having a big impact on employee engagement as well as organizational performance. In addition to offering valuable insights, this study has limitations including the potential for response bias in survey data and the focus on a specific set of common parameters, which may not encompass the entirety of factors influencing Kaizen implementation within the triple helix framework during the pandemic. The originality of this study lies in its comprehensive exploration of the interplay between triple helix actors and Kaizen principles in addressing COVID-19 challenges. By identifying and analyzing nine specific common parameters, the study provides a novel framework for understanding how triple helix actors collaboratively enhance organizational performance and employee engagement during challenging times.Addressing the Kaizen business operations: the role of triple helix actors during COVID-19 outbreak
Vimal Kumar, Priyanka Verma, Ankesh Mittal, Pradeep Gupta, Rohit Raj, Mahender Singh Kaswan
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

The aim of this study is to investigate and clarify how the triple helix actors can effectively implement the concepts of Kaizen to navigate and overcome the complex obstacles brought on by the global COVID-19 pandemic.

Through broad literature reviews, nine common parameters under triple helix actor have been recognized. A regression analysis has been done to study how the triple helix actors’ common parameters impact Kaizen implementation in business operations.

The results of this study revealed insightful patterns in the relationships between the common parameters of triple helix actor and the dependent variables. Notably, the results also showed that leadership commitment (LC) emerges as a very significant component, having a big impact on employee engagement as well as organizational performance.

In addition to offering valuable insights, this study has limitations including the potential for response bias in survey data and the focus on a specific set of common parameters, which may not encompass the entirety of factors influencing Kaizen implementation within the triple helix framework during the pandemic.

The originality of this study lies in its comprehensive exploration of the interplay between triple helix actors and Kaizen principles in addressing COVID-19 challenges. By identifying and analyzing nine specific common parameters, the study provides a novel framework for understanding how triple helix actors collaboratively enhance organizational performance and employee engagement during challenging times.

]]>
Addressing the Kaizen business operations: the role of triple helix actors during COVID-19 outbreak10.1108/TQM-08-2023-0253The TQM Journal2024-02-02© 2024 Emerald Publishing LimitedVimal KumarPriyanka VermaAnkesh MittalPradeep GuptaRohit RajMahender Singh KaswanThe TQM Journalahead-of-printahead-of-print2024-02-0210.1108/TQM-08-2023-0253https://www.emerald.com/insight/content/doi/10.1108/TQM-08-2023-0253/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
The analysis of critical success factors for successful kaizen implementation during the COVID-19 pandemic: a textile industry case studyhttps://www.emerald.com/insight/content/doi/10.1108/TQM-08-2023-0254/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe primary objective of this research is to determine critical success factors (CSFs) that enable textile enterprises to effectively implement Kaizen, a Japanese concept of continuous development, particularly during disruptive situations. The study aims to provide insights into how Kaizen is specifically employed within the textile sector and to offer guidance for addressing future crises. This study employs a structured approach to determine CSFs for successful Kaizen implementation in the textile industry. The Triple Helix Actors structure, comprising business, academia and government representatives, is utilized to uncover essential insights. Additionally, the Matriced Impacts Croises-Multiplication Applique and Classement (MICMAC) analysis and interpretative structural modeling (ISM) techniques are applied to evaluate the influence of CSFs. The research identifies 17 CSFs for successful Kaizen implementation in the textile industry through a comprehensive literature review and expert input. These factors are organized into a hierarchical structure with 5 distinct levels. Additionally, the application of the MICMAC analysis reveals three clusters of CSFs: linkage, dependent and independent, highlighting their interdependencies and impact. Major contribution of this study is understanding how Kaizen can be effectively utilized in the textile industry, especially during disruptive events. The combination of the Triple Helix Actors structure, MICMAC analysis and ISM provides a unique perspective on the essential factors driving successful Kaizen implementation. The identification of CSFs and their categorization into clusters offer valuable insights for practitioners, policymakers and academia seeking to enhance the resilience and sustainability of the textile industry.The analysis of critical success factors for successful kaizen implementation during the COVID-19 pandemic: a textile industry case study
Yigit Kazancoglu, Cisem Lafci, Yalcin Berberoglu, Sandeep Jagtap, Cansu Cimitay Celik
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

The primary objective of this research is to determine critical success factors (CSFs) that enable textile enterprises to effectively implement Kaizen, a Japanese concept of continuous development, particularly during disruptive situations. The study aims to provide insights into how Kaizen is specifically employed within the textile sector and to offer guidance for addressing future crises.

This study employs a structured approach to determine CSFs for successful Kaizen implementation in the textile industry. The Triple Helix Actors structure, comprising business, academia and government representatives, is utilized to uncover essential insights. Additionally, the Matriced Impacts Croises-Multiplication Applique and Classement (MICMAC) analysis and interpretative structural modeling (ISM) techniques are applied to evaluate the influence of CSFs.

The research identifies 17 CSFs for successful Kaizen implementation in the textile industry through a comprehensive literature review and expert input. These factors are organized into a hierarchical structure with 5 distinct levels. Additionally, the application of the MICMAC analysis reveals three clusters of CSFs: linkage, dependent and independent, highlighting their interdependencies and impact.

Major contribution of this study is understanding how Kaizen can be effectively utilized in the textile industry, especially during disruptive events. The combination of the Triple Helix Actors structure, MICMAC analysis and ISM provides a unique perspective on the essential factors driving successful Kaizen implementation. The identification of CSFs and their categorization into clusters offer valuable insights for practitioners, policymakers and academia seeking to enhance the resilience and sustainability of the textile industry.

]]>
The analysis of critical success factors for successful kaizen implementation during the COVID-19 pandemic: a textile industry case study10.1108/TQM-08-2023-0254The TQM Journal2023-12-18© 2023 Emerald Publishing LimitedYigit KazancogluCisem LafciYalcin BerberogluSandeep JagtapCansu Cimitay CelikThe TQM Journalahead-of-printahead-of-print2023-12-1810.1108/TQM-08-2023-0254https://www.emerald.com/insight/content/doi/10.1108/TQM-08-2023-0254/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
CIRMQUAL: a conceptual framework of healthcare service qualityhttps://www.emerald.com/insight/content/doi/10.1108/TQM-08-2023-0260/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe scope of this study is to explore and summarize the pool of dimensions, models and measurement techniques of service quality used in healthcare services and to propose a comprehensive conceptual model for practitioners and researchers. This research employs a comprehensive review of available literature by using multiple keywords on different electronic repositories using the recommendations of the PRISMA approach for the selection of articles. A critical analysis of available studies helped in compiling a list of core service quality dimensions in healthcare services. This paper presents a comprehensive account of different dimensions and their measurement items used by various researchers to assess service quality in healthcare systems. Most of the researchers have used SERVQUAL model either in its original or modified form while the others have proposed and used totally different dimensions to assess the service quality in healthcare. Many dimensions are just an existing dimension of SERVQUAL that has undergone a name change while others are completely new. The dimensions used by many researchers have items drawn from more than one dimension of SERVQUAL model. The availability of so many dimensions and models adds to the confusion that researchers and practicing managers experience when determining the appropriate model to be used in their work. To mitigate this confusion, there is a need to develop a comprehensive model; the current work is an attempt to meet this need. Through our analysis, we identify four major service quality dimensions: clinical quality, infrastructural quality, relationship and managerial quality and propose a model named CIRMQUAL. After exploring all available models in the domain of healthcare, this research presents the best possible areas to enhance the quality of healthcare services. It also enhances the research insights for academicians and working professionals by developing and proposing a comprehensive model for measuring healthcare service quality. The proposed model covers almost all of the service quality dimensions used by other researchers and will make the choice of dimensions/model easy for the future researchers/practitioners interested in measuring and improving the quality of services offered by their healthcare units. Such a comprehensive model has not been developed by any researcher thus far.CIRMQUAL: a conceptual framework of healthcare service quality
Mohit Datt, Ajay Gupta, Sushendra Kumar Misra, Mahesh Gupta
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

The scope of this study is to explore and summarize the pool of dimensions, models and measurement techniques of service quality used in healthcare services and to propose a comprehensive conceptual model for practitioners and researchers.

This research employs a comprehensive review of available literature by using multiple keywords on different electronic repositories using the recommendations of the PRISMA approach for the selection of articles. A critical analysis of available studies helped in compiling a list of core service quality dimensions in healthcare services.

This paper presents a comprehensive account of different dimensions and their measurement items used by various researchers to assess service quality in healthcare systems. Most of the researchers have used SERVQUAL model either in its original or modified form while the others have proposed and used totally different dimensions to assess the service quality in healthcare. Many dimensions are just an existing dimension of SERVQUAL that has undergone a name change while others are completely new. The dimensions used by many researchers have items drawn from more than one dimension of SERVQUAL model. The availability of so many dimensions and models adds to the confusion that researchers and practicing managers experience when determining the appropriate model to be used in their work. To mitigate this confusion, there is a need to develop a comprehensive model; the current work is an attempt to meet this need. Through our analysis, we identify four major service quality dimensions: clinical quality, infrastructural quality, relationship and managerial quality and propose a model named CIRMQUAL.

After exploring all available models in the domain of healthcare, this research presents the best possible areas to enhance the quality of healthcare services. It also enhances the research insights for academicians and working professionals by developing and proposing a comprehensive model for measuring healthcare service quality. The proposed model covers almost all of the service quality dimensions used by other researchers and will make the choice of dimensions/model easy for the future researchers/practitioners interested in measuring and improving the quality of services offered by their healthcare units. Such a comprehensive model has not been developed by any researcher thus far.

]]>
CIRMQUAL: a conceptual framework of healthcare service quality10.1108/TQM-08-2023-0260The TQM Journal2024-02-26© 2024 Emerald Publishing LimitedMohit DattAjay GuptaSushendra Kumar MisraMahesh GuptaThe TQM Journalahead-of-printahead-of-print2024-02-2610.1108/TQM-08-2023-0260https://www.emerald.com/insight/content/doi/10.1108/TQM-08-2023-0260/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
ChatGPT between opportunities and challenges: an empirical study in Italyhttps://www.emerald.com/insight/content/doi/10.1108/TQM-08-2023-0268/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study investigates the user’s perspective regarding opportunities, challenges and implications related to artificial intelligence technologies such as ChatGPT in several contexts, such as education and healthcare. In detail, the aim was to understand user’ perceptions of the relationship between ChatGPT and sustainability and their views about how companies can contribute to achieving well-being. To reach the research aim, the study adopts an explorative inductive design, carried out through a qualitative approach and grounded in 34 in-depth consumer interviews. The interviewees perceive ChatGPT as a helpful tool that simplifies activities and reduces time and human errors. However, risks associated with using this tool have been identified, such as the reliability of the information provided, the need for more privacy for the requested personal data and the lack of empathy and human interaction. AI tools can support businesses and governments in creating and promoting sustainable strategies and reducing waste. Furthermore, the study shows how these tools can improve the community's well-being by disseminating knowledge and information, supporting workers and generating less stress. The paper describes the users' perspective on the opportunities of ChatGPT in promoting sustainable development and well-being, providing suggestions for future research.ChatGPT between opportunities and challenges: an empirical study in Italy
Maria Giovina Pasca, Gabriella Arcese
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study investigates the user’s perspective regarding opportunities, challenges and implications related to artificial intelligence technologies such as ChatGPT in several contexts, such as education and healthcare. In detail, the aim was to understand user’ perceptions of the relationship between ChatGPT and sustainability and their views about how companies can contribute to achieving well-being.

To reach the research aim, the study adopts an explorative inductive design, carried out through a qualitative approach and grounded in 34 in-depth consumer interviews.

The interviewees perceive ChatGPT as a helpful tool that simplifies activities and reduces time and human errors. However, risks associated with using this tool have been identified, such as the reliability of the information provided, the need for more privacy for the requested personal data and the lack of empathy and human interaction. AI tools can support businesses and governments in creating and promoting sustainable strategies and reducing waste. Furthermore, the study shows how these tools can improve the community's well-being by disseminating knowledge and information, supporting workers and generating less stress.

The paper describes the users' perspective on the opportunities of ChatGPT in promoting sustainable development and well-being, providing suggestions for future research.

]]>
ChatGPT between opportunities and challenges: an empirical study in Italy10.1108/TQM-08-2023-0268The TQM Journal2024-01-02© 2023 Emerald Publishing LimitedMaria Giovina PascaGabriella ArceseThe TQM Journalahead-of-printahead-of-print2024-01-0210.1108/TQM-08-2023-0268https://www.emerald.com/insight/content/doi/10.1108/TQM-08-2023-0268/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
COVID-19's impact on lean programs and implementation in energy-based utilitieshttps://www.emerald.com/insight/content/doi/10.1108/TQM-08-2023-0269/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestLean is a continuous improvement methodology that has succeeded in eliminating waste in a variety of industries. Yet, there is a need for more research on Lean implementation in several under-studied contexts, including crisis situations such as those created by the recent COVID-19 pandemic. This research investigates how Lean programs were impacted by COVID-19, while previous research has primarily explored how Lean was used to solve problems created by the pandemic. A mixed-method research approach was used to analyze employee feedback on how COVID-19 impacted the Lean programs using data from various levels of four energy-based utilities in the United States. First, an online questionnaire collected qualitative and quantitative data from a broad sample of participants. Then, a follow-up semi-structured interview allowed the elaboration of perceptions related to the research question using a smaller sample of participants. Out of the 194 responses from the four companies, only 41% of the respondents at least somewhat agreed that COVID-19 impacted the Lean program at their company; of the remaining 59%, 35% indicated they were neutral, while 24% disagreed. The themes from the qualitative portion indicated that, while employees believed their companies had successfully found a new way to do Lean within the constraints of not always being in person, the collaboration and engagement were more challenging to sustain, and COVID-19 also otherwise made it more difficult to implement Lean. Meanwhile, some believed there was no impact on the Lean program. The COVID-19 and Lean peer-reviewed literature published from 2020 to September 2023 focused primarily on using Lean to address problems created by the COVID-19 pandemic vs studying the pandemic's impact on Lean programs. This research partially fills this literature gap in understanding the impact COVID-19 had on Lean initiatives.COVID-19's impact on lean programs and implementation in energy-based utilities
Paula H. Jensen, Jennifer Cross, Diego A. Polanco-Lahoz
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

Lean is a continuous improvement methodology that has succeeded in eliminating waste in a variety of industries. Yet, there is a need for more research on Lean implementation in several under-studied contexts, including crisis situations such as those created by the recent COVID-19 pandemic. This research investigates how Lean programs were impacted by COVID-19, while previous research has primarily explored how Lean was used to solve problems created by the pandemic.

A mixed-method research approach was used to analyze employee feedback on how COVID-19 impacted the Lean programs using data from various levels of four energy-based utilities in the United States. First, an online questionnaire collected qualitative and quantitative data from a broad sample of participants. Then, a follow-up semi-structured interview allowed the elaboration of perceptions related to the research question using a smaller sample of participants.

Out of the 194 responses from the four companies, only 41% of the respondents at least somewhat agreed that COVID-19 impacted the Lean program at their company; of the remaining 59%, 35% indicated they were neutral, while 24% disagreed. The themes from the qualitative portion indicated that, while employees believed their companies had successfully found a new way to do Lean within the constraints of not always being in person, the collaboration and engagement were more challenging to sustain, and COVID-19 also otherwise made it more difficult to implement Lean. Meanwhile, some believed there was no impact on the Lean program.

The COVID-19 and Lean peer-reviewed literature published from 2020 to September 2023 focused primarily on using Lean to address problems created by the COVID-19 pandemic vs studying the pandemic's impact on Lean programs. This research partially fills this literature gap in understanding the impact COVID-19 had on Lean initiatives.

]]>
COVID-19's impact on lean programs and implementation in energy-based utilities10.1108/TQM-08-2023-0269The TQM Journal2023-11-27© 2023 Emerald Publishing LimitedPaula H. JensenJennifer CrossDiego A. Polanco-LahozThe TQM Journalahead-of-printahead-of-print2023-11-2710.1108/TQM-08-2023-0269https://www.emerald.com/insight/content/doi/10.1108/TQM-08-2023-0269/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Asymmetrical effect of total quality management on organisational citizenship behaviour for the environment: mediated by environmental corporate social responsibilityhttps://www.emerald.com/insight/content/doi/10.1108/TQM-08-2023-0270/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe current study used the social exchange theory to examine the dimensional impact of total quality management (TQM) on the organisational citizenship behaviour for the environment (OCBE) of employees through the mediatory role of environmental corporate social responsibility (ECSR). The data were collected from 311 employees of ISO-14001-certified manufacturing firms in Pakistan. Both symmetrical partial least squares structural equation modelling (PLS-SEM) and asymmetrical fuzzy-set qualitative comparative analysis (fsQCA) methods were applied to test the proposed hypotheses to enhance the robustness of the results. PLS-SEM results discovered that all dimensions of TQM, like process management, leadership, human resource management, customer focus, information and analysis and strategic planning, foster the OCBE through the mediation role of ECSR. The robustness of the findings was manifold when fsQCA results complemented the results by discovering that all six dimensions have been identified as sufficient conditions and some as necessary conditions to drive the OCBE. The theoretical contribution of this study sheds light on TQM's function in boosting OCBE through the mediation of ECSR. Practically, the business managers may utilise TQM as a strategy to foster the OCBE in order to mitigate environmental damages of their organisations’ operations by instilling OCBE among the employees.Asymmetrical effect of total quality management on organisational citizenship behaviour for the environment: mediated by environmental corporate social responsibility
Noor-E-Sahar, Dahlia Zawawi, Nor Siah Jaharuddin, Munir A. Abbasi
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

The current study used the social exchange theory to examine the dimensional impact of total quality management (TQM) on the organisational citizenship behaviour for the environment (OCBE) of employees through the mediatory role of environmental corporate social responsibility (ECSR).

The data were collected from 311 employees of ISO-14001-certified manufacturing firms in Pakistan. Both symmetrical partial least squares structural equation modelling (PLS-SEM) and asymmetrical fuzzy-set qualitative comparative analysis (fsQCA) methods were applied to test the proposed hypotheses to enhance the robustness of the results.

PLS-SEM results discovered that all dimensions of TQM, like process management, leadership, human resource management, customer focus, information and analysis and strategic planning, foster the OCBE through the mediation role of ECSR. The robustness of the findings was manifold when fsQCA results complemented the results by discovering that all six dimensions have been identified as sufficient conditions and some as necessary conditions to drive the OCBE.

The theoretical contribution of this study sheds light on TQM's function in boosting OCBE through the mediation of ECSR. Practically, the business managers may utilise TQM as a strategy to foster the OCBE in order to mitigate environmental damages of their organisations’ operations by instilling OCBE among the employees.

]]>
Asymmetrical effect of total quality management on organisational citizenship behaviour for the environment: mediated by environmental corporate social responsibility10.1108/TQM-08-2023-0270The TQM Journal2024-02-15© 2024 Emerald Publishing Limited Noor-E-SaharDahlia ZawawiNor Siah JaharuddinMunir A. AbbasiThe TQM Journalahead-of-printahead-of-print2024-02-1510.1108/TQM-08-2023-0270https://www.emerald.com/insight/content/doi/10.1108/TQM-08-2023-0270/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
Impact of leadership, TQM and supply chain capabilities on sustainable supply chain performance: moderating role of institutional pressurehttps://www.emerald.com/insight/content/doi/10.1108/TQM-09-2023-0275/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to empirically assess the influence of supply chain capabilities and total quality management on sustainable supply chain performance, factoring in the role of leadership and the moderating impact of institutional pressures. The researchers designed a self-administered survey, garnering responses from 278 participants. Preliminary analyses addressed nonresponse bias, examining assumptions like homoscedasticity and data normality. Confirmatory factor analysis was employed to ensure reliability and construct validity before hypothesis testing. Regression outcomes corroborate all posited assumptions, further strengthening the extant literature. The research outcomes demonstrate the positive association between supply chain capabilities and TQM and sustainable supply chain performance, particularly under institutional pressure. Data from the cement manufacturing sector further corroborated these findings. This study lends empirical support to the tenets of institutional theory. The presented model delineates how leadership impacts TQM and supply chain capabilities to amplify sustainable supply chain outcomes. Incorporating institutional pressure as a moderating variable introduces a fresh and enlightening dimension to the discussion.Impact of leadership, TQM and supply chain capabilities on sustainable supply chain performance: moderating role of institutional pressure
Rohit Kumar Singh
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims to empirically assess the influence of supply chain capabilities and total quality management on sustainable supply chain performance, factoring in the role of leadership and the moderating impact of institutional pressures.

The researchers designed a self-administered survey, garnering responses from 278 participants. Preliminary analyses addressed nonresponse bias, examining assumptions like homoscedasticity and data normality. Confirmatory factor analysis was employed to ensure reliability and construct validity before hypothesis testing. Regression outcomes corroborate all posited assumptions, further strengthening the extant literature.

The research outcomes demonstrate the positive association between supply chain capabilities and TQM and sustainable supply chain performance, particularly under institutional pressure. Data from the cement manufacturing sector further corroborated these findings. This study lends empirical support to the tenets of institutional theory.

The presented model delineates how leadership impacts TQM and supply chain capabilities to amplify sustainable supply chain outcomes. Incorporating institutional pressure as a moderating variable introduces a fresh and enlightening dimension to the discussion.

]]>
Impact of leadership, TQM and supply chain capabilities on sustainable supply chain performance: moderating role of institutional pressure10.1108/TQM-09-2023-0275The TQM Journal2024-02-14© 2024 Emerald Publishing LimitedRohit Kumar SinghThe TQM Journalahead-of-printahead-of-print2024-02-1410.1108/TQM-09-2023-0275https://www.emerald.com/insight/content/doi/10.1108/TQM-09-2023-0275/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
Does integrated store service quality determine omnichannel customer lifetime value? Role of commitment, relationship proneness, and relationship program receptivenesshttps://www.emerald.com/insight/content/doi/10.1108/TQM-09-2023-0276/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestBuilding on the relationship marketing and stimulus-organism-response (SOR) theory, the purpose of this paper is to study the impact of the integrated store service quality (ISSQ) on the omnichannel customer lifetime value (CLV). The mediating role of customer commitment (affective, normative and continuance) and relationship program receptiveness with the moderating role of customer relationship proneness were relied upon to better understand the omnichannel customer profitability metric (CLV). The study is descriptive and relies upon the cross-sectional data collected using the self-administered structured questionnaires from 785 omnichannel shoppers. A purposive sampling technique was performed in the study. Structural equation modeling was performed using the SMART-PLS 4.0 software to analyze the data. The results indicate that omnichannel customer commitment (affective, normative and continuance) differentially mediates the relationship between ISSQ and relationship program receptiveness, subsequently impacting the omnichannel CLV. The customer relationship proneness significantly and positively moderated the relationships between different dimensions of customer commitment and relationship program receptiveness. The study relied upon the cross-sectional data from the Indian population aged above 18 years for testing the proposed model. Further studies could test the model across different populations to generalize the study results. This study addresses the need to investigate the omnichannel retail store customer profitability and their relationship performance with the store. By testing the customer relationship management model in the omnichannel retail store context, this study is the first to show that ISSQ will impact the customer profitability and relationship performance metric (CLV) through omnichannel customer commitment and relationship program receptiveness. The moderating effect of customer relationship proneness on a few proposed hypotheses was also tested to give managerial recommendations.Does integrated store service quality determine omnichannel customer lifetime value? Role of commitment, relationship proneness, and relationship program receptiveness
Thamaraiselvan Natarajan, Deepak Ramanan Veera Raghavan
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

Building on the relationship marketing and stimulus-organism-response (SOR) theory, the purpose of this paper is to study the impact of the integrated store service quality (ISSQ) on the omnichannel customer lifetime value (CLV). The mediating role of customer commitment (affective, normative and continuance) and relationship program receptiveness with the moderating role of customer relationship proneness were relied upon to better understand the omnichannel customer profitability metric (CLV).

The study is descriptive and relies upon the cross-sectional data collected using the self-administered structured questionnaires from 785 omnichannel shoppers. A purposive sampling technique was performed in the study. Structural equation modeling was performed using the SMART-PLS 4.0 software to analyze the data.

The results indicate that omnichannel customer commitment (affective, normative and continuance) differentially mediates the relationship between ISSQ and relationship program receptiveness, subsequently impacting the omnichannel CLV. The customer relationship proneness significantly and positively moderated the relationships between different dimensions of customer commitment and relationship program receptiveness.

The study relied upon the cross-sectional data from the Indian population aged above 18 years for testing the proposed model. Further studies could test the model across different populations to generalize the study results.

This study addresses the need to investigate the omnichannel retail store customer profitability and their relationship performance with the store. By testing the customer relationship management model in the omnichannel retail store context, this study is the first to show that ISSQ will impact the customer profitability and relationship performance metric (CLV) through omnichannel customer commitment and relationship program receptiveness. The moderating effect of customer relationship proneness on a few proposed hypotheses was also tested to give managerial recommendations.

]]>
Does integrated store service quality determine omnichannel customer lifetime value? Role of commitment, relationship proneness, and relationship program receptiveness10.1108/TQM-09-2023-0276The TQM Journal2024-01-15© 2024 Emerald Publishing LimitedThamaraiselvan NatarajanDeepak Ramanan Veera RaghavanThe TQM Journalahead-of-printahead-of-print2024-01-1510.1108/TQM-09-2023-0276https://www.emerald.com/insight/content/doi/10.1108/TQM-09-2023-0276/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
Exploring the user-generated content data to improve quality managementhttps://www.emerald.com/insight/content/doi/10.1108/TQM-09-2023-0278/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe focus of this research is to investigate if user-generated content (UGC) generated in the Booking platform can support quality management improvement within the hospitality industry by increasing customer satisfaction and eliminating defects more efficiently. Hence, it contributes to understanding how data-driven companies can rely on customer data to focus on innovation and performance improvement to meet customer requirements, eliminate defects and increase customer satisfaction. Following the literature review, information was collected from the digital platform Booking, encompassing 15 hotel industry companies in Portugal Porto and Braga regions, selected due to their high number of customer reviews. This data was organized and categorized, eliminating all unnecessary information for the research and building an Excel database. The database was subsequently analysed with SPSS and Voyant software, performing statistical analysis, hypothesis testing and text-mining techniques to analyse the comments. After these analyses, applying quality tools allowed for more in-depth conclusions. The research results highlight that customers' most relevant requirements in the Portuguese hospitality industry are breakfast, parking and a swimming pool. It was also possible to realize that the location is an attractive requirement, the bathroom is a must-be requirement and breakfast is a performance requirement. The results also allowed us to answer the most critical research question: “Is user-generated content a valuable aid to quality?” the answer is yes since it was possible to use the data to find improvements and faults/failures in the services. The results of this study represent an essential step towards a complete understanding of how to take advantage of UGC within the hospitality industry by establishing a solid base of techniques, methods and quality tools for UGC analysis that can be applied in future research on different industry sectors.Exploring the user-generated content data to improve quality management
Sara Maia, José Pedro Teixeira Domingues, Maria Leonilde R. Rocha Varela, Luis Miguel Fonseca
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

The focus of this research is to investigate if user-generated content (UGC) generated in the Booking platform can support quality management improvement within the hospitality industry by increasing customer satisfaction and eliminating defects more efficiently. Hence, it contributes to understanding how data-driven companies can rely on customer data to focus on innovation and performance improvement to meet customer requirements, eliminate defects and increase customer satisfaction.

Following the literature review, information was collected from the digital platform Booking, encompassing 15 hotel industry companies in Portugal Porto and Braga regions, selected due to their high number of customer reviews. This data was organized and categorized, eliminating all unnecessary information for the research and building an Excel database. The database was subsequently analysed with SPSS and Voyant software, performing statistical analysis, hypothesis testing and text-mining techniques to analyse the comments. After these analyses, applying quality tools allowed for more in-depth conclusions.

The research results highlight that customers' most relevant requirements in the Portuguese hospitality industry are breakfast, parking and a swimming pool. It was also possible to realize that the location is an attractive requirement, the bathroom is a must-be requirement and breakfast is a performance requirement. The results also allowed us to answer the most critical research question: “Is user-generated content a valuable aid to quality?” the answer is yes since it was possible to use the data to find improvements and faults/failures in the services.

The results of this study represent an essential step towards a complete understanding of how to take advantage of UGC within the hospitality industry by establishing a solid base of techniques, methods and quality tools for UGC analysis that can be applied in future research on different industry sectors.

]]>
Exploring the user-generated content data to improve quality management10.1108/TQM-09-2023-0278The TQM Journal2024-02-06© 2024 Emerald Publishing LimitedSara MaiaJosé Pedro Teixeira DominguesMaria Leonilde R. Rocha VarelaLuis Miguel FonsecaThe TQM Journalahead-of-printahead-of-print2024-02-0610.1108/TQM-09-2023-0278https://www.emerald.com/insight/content/doi/10.1108/TQM-09-2023-0278/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
A systematic review of lean implementation frameworks and roadmaps: lessons learned and the way forwardhttps://www.emerald.com/insight/content/doi/10.1108/TQM-09-2023-0280/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe purpose of this study is to carry out a comprehensive systematic review of lean implementation frameworks and roadmaps developed over the past decade and report the key findings along with the limitations and the way forward. A systematic review methodology proposed by Tranfield (2003), was followed to identify the relevant works on the research topic. Articles were searched using a set of inclusion criteria in various databases including Google Scholar, Web of Science and Science Direct over a period of 30 years. The high failure rate of lean system implementation, reaching a range between 70 and 90% in almost all industries, is a matter of concern. This failure rate is still high even though numerous frameworks and roadmap models exist to streamline lean implementation. There is no standard framework or roadmap identified in the literature and many organisations are implementing lean in their unique ways. However, it would be desirable to develop a practical and systematic roadmap on lean-looking into the cultural and leadership dimensions rather than focusing on a set of tools. Moreover, most frameworks and roadmaps lack the sustenance aspects of lean implementation. This research only identifies the fundamental gaps with the existing frameworks and roadmaps on lean implementation. The next phase of the research is to develop a roadmap and validate it with a number of organisations in different cultural contexts and leadership styles. The authors argue that this is one of the most comprehensive systematic review on lean frameworks and roadmaps, ever produced in the literature to date.A systematic review of lean implementation frameworks and roadmaps: lessons learned and the way forward
Hafeeza Mamoojee-Khatib, Jiju Antony, Viraiyan Teeroovengadum, Jose Arturo Garza-Reyes, Guilherme Luz Tortorella, Monika Foster, Elizabeth A. Cudney
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

The purpose of this study is to carry out a comprehensive systematic review of lean implementation frameworks and roadmaps developed over the past decade and report the key findings along with the limitations and the way forward.

A systematic review methodology proposed by Tranfield (2003), was followed to identify the relevant works on the research topic. Articles were searched using a set of inclusion criteria in various databases including Google Scholar, Web of Science and Science Direct over a period of 30 years.

The high failure rate of lean system implementation, reaching a range between 70 and 90% in almost all industries, is a matter of concern. This failure rate is still high even though numerous frameworks and roadmap models exist to streamline lean implementation. There is no standard framework or roadmap identified in the literature and many organisations are implementing lean in their unique ways. However, it would be desirable to develop a practical and systematic roadmap on lean-looking into the cultural and leadership dimensions rather than focusing on a set of tools. Moreover, most frameworks and roadmaps lack the sustenance aspects of lean implementation.

This research only identifies the fundamental gaps with the existing frameworks and roadmaps on lean implementation. The next phase of the research is to develop a roadmap and validate it with a number of organisations in different cultural contexts and leadership styles.

The authors argue that this is one of the most comprehensive systematic review on lean frameworks and roadmaps, ever produced in the literature to date.

]]>
A systematic review of lean implementation frameworks and roadmaps: lessons learned and the way forward10.1108/TQM-09-2023-0280The TQM Journal2023-12-22© 2023 Emerald Publishing LimitedHafeeza Mamoojee-KhatibJiju AntonyViraiyan TeeroovengadumJose Arturo Garza-ReyesGuilherme Luz TortorellaMonika FosterElizabeth A. CudneyThe TQM Journalahead-of-printahead-of-print2023-12-2210.1108/TQM-09-2023-0280https://www.emerald.com/insight/content/doi/10.1108/TQM-09-2023-0280/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Evaluating digital health attributes for users’ satisfaction: an application of the Kano modelhttps://www.emerald.com/insight/content/doi/10.1108/TQM-09-2023-0301/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe purpose of this paper is to investigate user satisfaction with digital health solutions by identifying and prioritizing different service attributes on the basis of their impact on improving user satisfaction. Through a literature review and interviews with health professionals and patients, 20 attributes of digital health services provided in Italy have been identified. User satisfaction with these attributes has been evaluated by adopting the Kano model’s continuous and discrete analyses. The findings reveal the essential attributes of digital health services that meet users' expectations, identify the attributes that users appreciate or dislike having and highlight unexpected attributes that lead to a significant boost in satisfaction when provided. This study demonstrates the efficacy of the Kano model in assessing the nonlinear correlation between user satisfaction and the quality of digital health services, thus contributing to fill a gap in the literature in this area. The main limitation of this work is the use of a non-probabilistic sampling method. This research suggests healthcare institutions and organizations consider user preferences when designing digital health solutions to increase their satisfaction. The results indicate different effects on user satisfaction and dissatisfaction for different categories of attributes in the Italian context. Previous works studied customer satisfaction with digital health, assuming a linear relationship with service quality, or investigated consumer adoption intentions focusing on the technological factors. This work advances available knowledge by analyzing the nonlinear relationship between digital health attributes and users’ satisfaction and dissatisfaction.Evaluating digital health attributes for users’ satisfaction: an application of the Kano model
Ylenia Cavacece, Giulio Maggiore, Riccardo Resciniti, Andrea Moretta Tartaglione
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

The purpose of this paper is to investigate user satisfaction with digital health solutions by identifying and prioritizing different service attributes on the basis of their impact on improving user satisfaction.

Through a literature review and interviews with health professionals and patients, 20 attributes of digital health services provided in Italy have been identified. User satisfaction with these attributes has been evaluated by adopting the Kano model’s continuous and discrete analyses.

The findings reveal the essential attributes of digital health services that meet users' expectations, identify the attributes that users appreciate or dislike having and highlight unexpected attributes that lead to a significant boost in satisfaction when provided.

This study demonstrates the efficacy of the Kano model in assessing the nonlinear correlation between user satisfaction and the quality of digital health services, thus contributing to fill a gap in the literature in this area. The main limitation of this work is the use of a non-probabilistic sampling method.

This research suggests healthcare institutions and organizations consider user preferences when designing digital health solutions to increase their satisfaction. The results indicate different effects on user satisfaction and dissatisfaction for different categories of attributes in the Italian context.

Previous works studied customer satisfaction with digital health, assuming a linear relationship with service quality, or investigated consumer adoption intentions focusing on the technological factors. This work advances available knowledge by analyzing the nonlinear relationship between digital health attributes and users’ satisfaction and dissatisfaction.

]]>
Evaluating digital health attributes for users’ satisfaction: an application of the Kano model10.1108/TQM-09-2023-0301The TQM Journal2024-02-20© 2024 Emerald Publishing LimitedYlenia CavaceceGiulio MaggioreRiccardo RescinitiAndrea Moretta TartaglioneThe TQM Journalahead-of-printahead-of-print2024-02-2010.1108/TQM-09-2023-0301https://www.emerald.com/insight/content/doi/10.1108/TQM-09-2023-0301/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
Enhancing TQM’s effect on small business performance: a PLS-SEM exploratory study of TQM applied with a comprehensive strategic approachhttps://www.emerald.com/insight/content/doi/10.1108/TQM-10-2021-0299/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestGiven the positive organizational principles associated with total quality management (TQM) – customer focus, continuous improvement, and process management – one would assume TQM's application is universally beneficial across businesses. Generally, research supports that notion. However, given resource limitations and shallow management teams in small businesses, there are multiple challenges in implementing TQM in small and medium-sized enterprises (SMEs). Therefore, small business leaders should benefit from knowledge linking other management practices to TQM’s positive effect on small firm performance, which enhances these leaders' return on TQM investment. The authors apply partial least squares structural equation modeling (PLS-SEM) to explore TQM’s effect on small business performance and how other management practices enhance that relationship. Specifically, the authors explore how a comprehensive strategic approach (CSA) – a higher-order construct consisting of strategic planning, goal setting, and financial ratio analysis – moderates the relationship between TQM and small business performance. Given the complexity of the authors' model, the application of higher-order constructs, and the exploratory nature of this work, PLS-SEM is well suited for this study. Consistent with prior research, the authors found that TQM (also a higher-order construct, consisting of seven lower-order constructs) positively impacts small firm performance. In addition, the authors found that CSA positively moderates the relationship between TQM and financial performance. TQM’s effect on small business performance is enhanced when leaders implement a CSA. In other words, when small business leaders strategically plan, set goals, and analyze financial ratios, TQM's positive effect on firm performance is enhanced. This finding provides business leaders insights for how to maximize the TQM investment return.Enhancing TQM’s effect on small business performance: a PLS-SEM exploratory study of TQM applied with a comprehensive strategic approach
Scott C. Manley, Ralph I. Williams Jr., Joseph F. Hair Jr.
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

Given the positive organizational principles associated with total quality management (TQM) – customer focus, continuous improvement, and process management – one would assume TQM's application is universally beneficial across businesses. Generally, research supports that notion. However, given resource limitations and shallow management teams in small businesses, there are multiple challenges in implementing TQM in small and medium-sized enterprises (SMEs). Therefore, small business leaders should benefit from knowledge linking other management practices to TQM’s positive effect on small firm performance, which enhances these leaders' return on TQM investment.

The authors apply partial least squares structural equation modeling (PLS-SEM) to explore TQM’s effect on small business performance and how other management practices enhance that relationship. Specifically, the authors explore how a comprehensive strategic approach (CSA) – a higher-order construct consisting of strategic planning, goal setting, and financial ratio analysis – moderates the relationship between TQM and small business performance. Given the complexity of the authors' model, the application of higher-order constructs, and the exploratory nature of this work, PLS-SEM is well suited for this study.

Consistent with prior research, the authors found that TQM (also a higher-order construct, consisting of seven lower-order constructs) positively impacts small firm performance. In addition, the authors found that CSA positively moderates the relationship between TQM and financial performance.

TQM’s effect on small business performance is enhanced when leaders implement a CSA. In other words, when small business leaders strategically plan, set goals, and analyze financial ratios, TQM's positive effect on firm performance is enhanced. This finding provides business leaders insights for how to maximize the TQM investment return.

]]>
Enhancing TQM’s effect on small business performance: a PLS-SEM exploratory study of TQM applied with a comprehensive strategic approach10.1108/TQM-10-2021-0299The TQM Journal2022-09-09© 2022 Emerald Publishing LimitedScott C. ManleyRalph I. Williams Jr.Joseph F. Hair Jr.The TQM Journalahead-of-printahead-of-print2022-09-0910.1108/TQM-10-2021-0299https://www.emerald.com/insight/content/doi/10.1108/TQM-10-2021-0299/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2022 Emerald Publishing Limited
Increasing the willingness to stay – a novel and comprehensive member satisfaction index (MSI) model tested in a leading German tennis clubhttps://www.emerald.com/insight/content/doi/10.1108/TQM-10-2021-0303/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to address customer focus as an important component of total quality management (TQM) and explore the key drivers of member satisfaction in tennis clubs via a novel theory-based member satisfaction index (MSI) model with high explanatory and predictive power. Furthermore, the study aims to investigate the relationship between satisfaction and behavioral intentions (willingness to stay; WTS) with consideration of the mediating effect of identification with the club. This study uses variance-based partial least squares structural equation modeling (PLS-SEM) to estimate the MSI model, which was tested in a leading tennis club in Germany (n = 185). The results reveal that club atmosphere, club facilities and the price/quality ratio of the membership fee are the most important drivers of member satisfaction in tennis clubs. Member satisfaction has a large influence on the WTS of tennis club members. Identification with the club, when included as a mediator in the model, increases the variance explained in WTS considerably. The small sample limits the generalizability of findings, and further research is recommended. The MSI model is a useful benchmark tool for club managers who want to quantify the satisfaction and WTS of their club members. In addition, because of the integrated formative measurement models, the PLS-SEM results show which indicators can be used to positively impact satisfaction with each of the service quality dimensions, overall member satisfaction and WTS. The most important of these results are discussed in an importance-performance map analysis. The MSI model is a multi-attribute index model through which members' evaluations of various dimensions of service and value are derived through multivariable linear function with each dimension weighted according to its importance in one holistic model. The model shows the strong impact of satisfaction on WTS of sports club members and reveals that findings of previous research on the relationship between fan and spectator identification and loyalty are transferable to sports club members. The MSI represents a new contribution to the literature; it was applied here to tennis clubs but is also suitable for application to other sports clubs.Increasing the willingness to stay – a novel and comprehensive member satisfaction index (MSI) model tested in a leading German tennis club
Kathrin Kölbl, Cornelia Blank, Wolfgang Schobersberger, Mike Peters
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims to address customer focus as an important component of total quality management (TQM) and explore the key drivers of member satisfaction in tennis clubs via a novel theory-based member satisfaction index (MSI) model with high explanatory and predictive power. Furthermore, the study aims to investigate the relationship between satisfaction and behavioral intentions (willingness to stay; WTS) with consideration of the mediating effect of identification with the club.

This study uses variance-based partial least squares structural equation modeling (PLS-SEM) to estimate the MSI model, which was tested in a leading tennis club in Germany (n = 185).

The results reveal that club atmosphere, club facilities and the price/quality ratio of the membership fee are the most important drivers of member satisfaction in tennis clubs. Member satisfaction has a large influence on the WTS of tennis club members. Identification with the club, when included as a mediator in the model, increases the variance explained in WTS considerably.

The small sample limits the generalizability of findings, and further research is recommended.

The MSI model is a useful benchmark tool for club managers who want to quantify the satisfaction and WTS of their club members. In addition, because of the integrated formative measurement models, the PLS-SEM results show which indicators can be used to positively impact satisfaction with each of the service quality dimensions, overall member satisfaction and WTS. The most important of these results are discussed in an importance-performance map analysis.

The MSI model is a multi-attribute index model through which members' evaluations of various dimensions of service and value are derived through multivariable linear function with each dimension weighted according to its importance in one holistic model. The model shows the strong impact of satisfaction on WTS of sports club members and reveals that findings of previous research on the relationship between fan and spectator identification and loyalty are transferable to sports club members. The MSI represents a new contribution to the literature; it was applied here to tennis clubs but is also suitable for application to other sports clubs.

]]>
Increasing the willingness to stay – a novel and comprehensive member satisfaction index (MSI) model tested in a leading German tennis club10.1108/TQM-10-2021-0303The TQM Journal2022-10-06© 2022 Kathrin Kölbl, Cornelia Blank, Wolfgang Schobersberger and Mike PetersKathrin KölblCornelia BlankWolfgang SchobersbergerMike PetersThe TQM Journalahead-of-printahead-of-print2022-10-0610.1108/TQM-10-2021-0303https://www.emerald.com/insight/content/doi/10.1108/TQM-10-2021-0303/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2022 Kathrin Kölbl, Cornelia Blank, Wolfgang Schobersberger and Mike Petershttp://creativecommons.org/licences/by/4.0/legalcode
Organizational sustainability and TQM practices in hospitality industry: employee-employer perceptionhttps://www.emerald.com/insight/content/doi/10.1108/TQM-10-2022-0306/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestPractitioners and academics have recently put a lot of emphasis on studying and improving how likely an organization will be successful in the long run. A company's capacity to thrive, excel and gain a competitive edge in today's market is increasingly dependent on the company's ability to adopt and successfully execute sustainable practices. The aim of this paper is to take a critical look at the relationship between total quality management (TQM) practices and business sustainability in the hospitality industry, with a focus on the hospitality sector; to evaluate the role of perceived organizational support (POS) and sustainable behavior in promoting long-term success and to make some suggestions for how these practices could be put into place. The data used were randomly collected from 361 hotel employees, covering both the five-star and four-star hotels. Descriptive and inferential statistics were employed to analyze the data. With the use of partial least squares structural equation modeling (PLS-SEM), the heuristic model was tested. The results show that putting TQM practices into place leads to better company performance, higher productivity and steady growth for the business. In addition, empirical studies show that the link between sustainable behavior in TQM implementation and a sustainable company is strong, especially when coming to better governance and sustainability related to employees. This paper offers guidelines for gauging employee's opinions of an organization's long-term viability. A two-factor model has been used to measure the sustainability of an organization and possible factors that can aid effective implementation of TQM practices have been suggested. There is increasing recognition of the organizational support for successful TQM implementation, while yearning toward sustainability. Within the context of the hospitality industry, no previous research has empirically examined the synergistic moderating effect of POS and sustainable behavior on the relationship between TQM and sustainability.Organizational sustainability and TQM practices in hospitality industry: employee-employer perception
Banji Rildwan Olaleye, Ibrahim Abdurrashid, Bojuwon Mustapha
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

Practitioners and academics have recently put a lot of emphasis on studying and improving how likely an organization will be successful in the long run. A company's capacity to thrive, excel and gain a competitive edge in today's market is increasingly dependent on the company's ability to adopt and successfully execute sustainable practices. The aim of this paper is to take a critical look at the relationship between total quality management (TQM) practices and business sustainability in the hospitality industry, with a focus on the hospitality sector; to evaluate the role of perceived organizational support (POS) and sustainable behavior in promoting long-term success and to make some suggestions for how these practices could be put into place.

The data used were randomly collected from 361 hotel employees, covering both the five-star and four-star hotels. Descriptive and inferential statistics were employed to analyze the data. With the use of partial least squares structural equation modeling (PLS-SEM), the heuristic model was tested.

The results show that putting TQM practices into place leads to better company performance, higher productivity and steady growth for the business. In addition, empirical studies show that the link between sustainable behavior in TQM implementation and a sustainable company is strong, especially when coming to better governance and sustainability related to employees.

This paper offers guidelines for gauging employee's opinions of an organization's long-term viability. A two-factor model has been used to measure the sustainability of an organization and possible factors that can aid effective implementation of TQM practices have been suggested.

There is increasing recognition of the organizational support for successful TQM implementation, while yearning toward sustainability. Within the context of the hospitality industry, no previous research has empirically examined the synergistic moderating effect of POS and sustainable behavior on the relationship between TQM and sustainability.

]]>
Organizational sustainability and TQM practices in hospitality industry: employee-employer perception10.1108/TQM-10-2022-0306The TQM Journal2023-06-22© 2023 Emerald Publishing LimitedBanji Rildwan OlaleyeIbrahim AbdurrashidBojuwon MustaphaThe TQM Journalahead-of-printahead-of-print2023-06-2210.1108/TQM-10-2022-0306https://www.emerald.com/insight/content/doi/10.1108/TQM-10-2022-0306/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Looking good or doing good? Define the U.S. university's public mission by analyzing mission statements and strategic planninghttps://www.emerald.com/insight/content/doi/10.1108/TQM-10-2022-0313/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aimed to find possible answers to whether U.S. universities are merely looking good or doing good regarding their third mission using elements of the triple bottom line (people, planet, prosperity) and the 2030 Agenda. Qualitative exploratory empirical study based on an in-depth analysis of publicly available documents (i.e. mission statements and strategic planning) and information from the Impact Rankings 2020 edition (webpages). The study uses a multilevel analysis to capture the parameters “looking good” and “doing good.” The sample consists of 15 U.S. universities. The findings demonstrate that universities are looking good in terms of their effort to support their third mission. Data show that all universities covered themes related to people and prosperity in their mission statements and strategic planning. However, when the authors dived into the managerial metrics, KPIs, benchmarks and other evidence to characterize them as doing good, the authors encountered some challenges in identifying evidence. The data suggest that universities most likely participated in the Impact Ranking act as “cherry pickers” and might participate in unproblematic goals for their organization. The 3Ps and the 17 Sustainable Development Goals used in this study to examine the university public mission never used in other studies. The goal in this study was not to evaluate those universities in terms of looking good and doing good but rather to contribute to the gap in the literature and provide suggestions to university C-suite.Looking good or doing good? Define the U.S. university's public mission by analyzing mission statements and strategic planning
Antigoni Papadimitriou, Sarah Maria Schiffecker
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aimed to find possible answers to whether U.S. universities are merely looking good or doing good regarding their third mission using elements of the triple bottom line (people, planet, prosperity) and the 2030 Agenda.

Qualitative exploratory empirical study based on an in-depth analysis of publicly available documents (i.e. mission statements and strategic planning) and information from the Impact Rankings 2020 edition (webpages). The study uses a multilevel analysis to capture the parameters “looking good” and “doing good.” The sample consists of 15 U.S. universities.

The findings demonstrate that universities are looking good in terms of their effort to support their third mission. Data show that all universities covered themes related to people and prosperity in their mission statements and strategic planning. However, when the authors dived into the managerial metrics, KPIs, benchmarks and other evidence to characterize them as doing good, the authors encountered some challenges in identifying evidence. The data suggest that universities most likely participated in the Impact Ranking act as “cherry pickers” and might participate in unproblematic goals for their organization.

The 3Ps and the 17 Sustainable Development Goals used in this study to examine the university public mission never used in other studies. The goal in this study was not to evaluate those universities in terms of looking good and doing good but rather to contribute to the gap in the literature and provide suggestions to university C-suite.

]]>
Looking good or doing good? Define the U.S. university's public mission by analyzing mission statements and strategic planning10.1108/TQM-10-2022-0313The TQM Journal2023-09-08© 2023 Emerald Publishing LimitedAntigoni PapadimitriouSarah Maria SchiffeckerThe TQM Journalahead-of-printahead-of-print2023-09-0810.1108/TQM-10-2022-0313https://www.emerald.com/insight/content/doi/10.1108/TQM-10-2022-0313/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
An assessment framework to evaluate the critical success factors to Quality 4.0 transition in developing countries: a case experience of sustainable performance of Indian manufacturershttps://www.emerald.com/insight/content/doi/10.1108/TQM-10-2023-0311/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe research aims to develop an assessment framework that evaluates critical success factors (CSFs) for the Quality 4.0 (Q 4.0) transition among Indian firms. The authors use the fuzzy-Delphi method to validate the results of a systematic literature review (SLR) that explores critical aspects. Further, the fuzzy decision-making trial and laboratory (DEMATEL) method determines the cause-and-effect link. The findings indicate that developing a Q 4.0 framework is essential for the long-term success of manufacturing companies. Utilizing the power of digital technology, data analytics and automation, manufacturing companies can benefit from the Q 4.0 framework. Product quality, operational effectiveness and overall business performance may all be enhanced by implementing the Q 4.0 transition framework. The study highlights significant awareness of Q 4.0 in the Indian manufacturing sector that is acquired through various means such as training, experience, learning and research. However, most manufacturing industries in India still follow older quality paradigms. On the other hand, Indian manufacturing industries seem well-equipped to adopt Q 4.0, given practitioners' firm grasp of its concepts and anticipated benefits, including improved customer satisfaction, product refinement, continuous process enhancement, waste reduction and informed decision-making. Adoption hurdles involve challenges including reliable electricity access, high-speed Internet, infrastructure, a skilled workforce and financial support. The study also introduces a transition framework facilitating the shift from conventional methods to Q 4.0, aligned with the principles of the Fourth Industrial Revolution (IR). This research exclusively examines the manufacturing sector, neglecting other fields such as medical, service, mining and construction. Additionally, there needs to be more emphasis on the Q 4.0 implementation frameworks within the scope of the study. This may be the inaugural framework for transitioning to Q 4.0 in India's manufacturing sectors and, conceivably, other developing nations.An assessment framework to evaluate the critical success factors to Quality 4.0 transition in developing countries: a case experience of sustainable performance of Indian manufacturers
Sudhanshu Joshi, Manu Sharma, Sunil Luthra, Jose Arturo Garza-Reyes, Ramesh Anbanandam
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

The research aims to develop an assessment framework that evaluates critical success factors (CSFs) for the Quality 4.0 (Q 4.0) transition among Indian firms.

The authors use the fuzzy-Delphi method to validate the results of a systematic literature review (SLR) that explores critical aspects. Further, the fuzzy decision-making trial and laboratory (DEMATEL) method determines the cause-and-effect link. The findings indicate that developing a Q 4.0 framework is essential for the long-term success of manufacturing companies. Utilizing the power of digital technology, data analytics and automation, manufacturing companies can benefit from the Q 4.0 framework. Product quality, operational effectiveness and overall business performance may all be enhanced by implementing the Q 4.0 transition framework.

The study highlights significant awareness of Q 4.0 in the Indian manufacturing sector that is acquired through various means such as training, experience, learning and research. However, most manufacturing industries in India still follow older quality paradigms. On the other hand, Indian manufacturing industries seem well-equipped to adopt Q 4.0, given practitioners' firm grasp of its concepts and anticipated benefits, including improved customer satisfaction, product refinement, continuous process enhancement, waste reduction and informed decision-making. Adoption hurdles involve challenges including reliable electricity access, high-speed Internet, infrastructure, a skilled workforce and financial support. The study also introduces a transition framework facilitating the shift from conventional methods to Q 4.0, aligned with the principles of the Fourth Industrial Revolution (IR).

This research exclusively examines the manufacturing sector, neglecting other fields such as medical, service, mining and construction. Additionally, there needs to be more emphasis on the Q 4.0 implementation frameworks within the scope of the study.

This may be the inaugural framework for transitioning to Q 4.0 in India's manufacturing sectors and, conceivably, other developing nations.

]]>
An assessment framework to evaluate the critical success factors to Quality 4.0 transition in developing countries: a case experience of sustainable performance of Indian manufacturers10.1108/TQM-10-2023-0311The TQM Journal2024-03-11© 2024 Emerald Publishing LimitedSudhanshu JoshiManu SharmaSunil LuthraJose Arturo Garza-ReyesRamesh AnbanandamThe TQM Journalahead-of-printahead-of-print2024-03-1110.1108/TQM-10-2023-0311https://www.emerald.com/insight/content/doi/10.1108/TQM-10-2023-0311/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
An exploration of operational excellence methodologies implementation in the logistics sectors: a global studyhttps://www.emerald.com/insight/content/doi/10.1108/TQM-10-2023-0313/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe aim of this study reported in this paper was to explore the application of operational excellence methodologies in a global context. A qualitative interview approach was used to understand the current state, benefits, challenges, success factors, tools and techniques of operational excellence methodology implementation with relevance to logistics companies worldwide. About 16 interviews were undertaken with practitioners working in leading companies and with leading academics in Asia, Europe, Africa, North America, South America and Australia. The findings show that operational excellence methodologies including Lean, Six Sigma, Lean Six Sigma and Agile can apply in logistics firms to improve operations and productivity and save costs. Top management support and involvement play an important role in the success of operational excellence projects in the logistics service. The findings will be of interest to top and middle managers and logistics practitioners, with a dual aim of improving logistics performance and saving costs. The present study has been one of the first global study attempts to explore the implementation of operational excellence methodologies in the logistics sectors.An exploration of operational excellence methodologies implementation in the logistics sectors: a global study
Yaifa Trakulsunti, Jiju Antony, Jose Arturo Garza-Reyes, Guilherme Luz Tortorella, Witsarut Chuayjan, Monika Foster
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

The aim of this study reported in this paper was to explore the application of operational excellence methodologies in a global context.

A qualitative interview approach was used to understand the current state, benefits, challenges, success factors, tools and techniques of operational excellence methodology implementation with relevance to logistics companies worldwide. About 16 interviews were undertaken with practitioners working in leading companies and with leading academics in Asia, Europe, Africa, North America, South America and Australia.

The findings show that operational excellence methodologies including Lean, Six Sigma, Lean Six Sigma and Agile can apply in logistics firms to improve operations and productivity and save costs. Top management support and involvement play an important role in the success of operational excellence projects in the logistics service.

The findings will be of interest to top and middle managers and logistics practitioners, with a dual aim of improving logistics performance and saving costs.

The present study has been one of the first global study attempts to explore the implementation of operational excellence methodologies in the logistics sectors.

]]>
An exploration of operational excellence methodologies implementation in the logistics sectors: a global study10.1108/TQM-10-2023-0313The TQM Journal2024-01-10© 2023 Emerald Publishing LimitedYaifa TrakulsuntiJiju AntonyJose Arturo Garza-ReyesGuilherme Luz TortorellaWitsarut ChuayjanMonika FosterThe TQM Journalahead-of-printahead-of-print2024-01-1010.1108/TQM-10-2023-0313https://www.emerald.com/insight/content/doi/10.1108/TQM-10-2023-0313/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Measuring automobile service quality with the European customer satisfaction index model (ECSI): the moderating effect of trusthttps://www.emerald.com/insight/content/doi/10.1108/TQM-10-2023-0315/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestIn this study, the service quality of an automobile authorized service center was investigated based on the European Customer Satisfaction Index (ECSI) model. The ECSI model includes image, customer expectations, perceived quality, perceived value, customer satisfaction, customer complaints and customer loyalty. In the study, an attempt was made to improve the ESCI model by adding the trust factor as a moderating variable. After an extensive literature review, measurement questions were developed to best represent the factors in the research model. Partial least squares structural equation modeling (PLS-SEM) was used to test the fit of the research model and test the hypotheses. As a result of the analysis, only one of the 13 hypotheses tested was not supported. According to the results of hypothesis testing, the highest effect was found in the relationship between customer satisfaction customer complaints, customer expectations and perceived quality. In addition, customer expectations affect customer satisfaction indirectly rather than directly. In this case, customer expectations, perceived value and perceived quality influence customer satisfaction. The customer satisfaction quality index score of the authorized automobile service whose service quality was measured was calculated as 72.75. Although customers were generally satisfied with the authorized service, their expectations were not fully met. In the study, an attempt was made to improve the ECSI model by adding a trust factor. Trust, which was added to the model as a moderator variable, fit the model. As a result, it was revealed that trust has an increasing regulatory effect on the relationship between perceived quality and customer satisfaction.Measuring automobile service quality with the European customer satisfaction index model (ECSI): the moderating effect of trust
Veysel Yilmaz, Yelda Sürmeli̇oğlu
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

In this study, the service quality of an automobile authorized service center was investigated based on the European Customer Satisfaction Index (ECSI) model. The ECSI model includes image, customer expectations, perceived quality, perceived value, customer satisfaction, customer complaints and customer loyalty.

In the study, an attempt was made to improve the ESCI model by adding the trust factor as a moderating variable. After an extensive literature review, measurement questions were developed to best represent the factors in the research model. Partial least squares structural equation modeling (PLS-SEM) was used to test the fit of the research model and test the hypotheses.

As a result of the analysis, only one of the 13 hypotheses tested was not supported. According to the results of hypothesis testing, the highest effect was found in the relationship between customer satisfaction customer complaints, customer expectations and perceived quality. In addition, customer expectations affect customer satisfaction indirectly rather than directly. In this case, customer expectations, perceived value and perceived quality influence customer satisfaction.

The customer satisfaction quality index score of the authorized automobile service whose service quality was measured was calculated as 72.75. Although customers were generally satisfied with the authorized service, their expectations were not fully met.

In the study, an attempt was made to improve the ECSI model by adding a trust factor. Trust, which was added to the model as a moderator variable, fit the model. As a result, it was revealed that trust has an increasing regulatory effect on the relationship between perceived quality and customer satisfaction.

]]>
Measuring automobile service quality with the European customer satisfaction index model (ECSI): the moderating effect of trust10.1108/TQM-10-2023-0315The TQM Journal2024-03-15© 2024 Emerald Publishing LimitedVeysel YilmazYelda Sürmeli̇oğluThe TQM Journalahead-of-printahead-of-print2024-03-1510.1108/TQM-10-2023-0315https://www.emerald.com/insight/content/doi/10.1108/TQM-10-2023-0315/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
How does service supply chain flexibility influence responsiveness in service delivery? An empirical analysis of healthcare unitshttps://www.emerald.com/insight/content/doi/10.1108/TQM-10-2023-0318/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis paper aims to explore the antecedents and consequences of service chain flexibility (SCF) in healthcare service delivery. A structural model was developed based on a literature review. A 29-indicator questionnaire was circulated among service providers in the healthcare system across India, and 253 valid responses were received, corresponding to a response rate of 46%. The research model was assessed using a cross-sectional research design, and the data were analyzed by structural equation modeling using analysis of moment structures (AMOS) software. Service orientation (SO), technology integration (TI), knowledge sharing (KS) and supply chain integration (SCI) were identified as antecedents of SCF, the consequence of which is responsiveness in service delivery (RSD). Furthermore, patient-centered care moderates the relationship between SCF and RSD. This paper highlights the impact of SCF on RSD in healthcare organizations. Consideration of the four constructs of SO, TI, KS and SCI as antecedents of SCF and, in turn, RSD may be one of the limitations. Future work may identify other theoretical constructs with potential impacts on SCF and RSD. Furthermore, eight months for data collection could have resulted in early-late response bias. This study was operationalized in India and may reflect political, economic, social, technological, environmental and legal factors unique to India. The study provides suggestions to practitioners for building RSD by leveraging SO, TI, KS and SCI in flexibility-driven service chain processes. Recognizing the relationships among these constructs can aid in the timely formulation of corrective actions and patient-centric policies. This paper highlights how focusing on a SCF can promote RSD. This understanding may aid the design of processes that develop patient-centricity and deliver health as a social good in an effective manner. The empirical evidence from this study can help hospitals integrate and build flexibility in their functions, thus enabling them to deliver responsiveness in care.How does service supply chain flexibility influence responsiveness in service delivery? An empirical analysis of healthcare units
Gyan Prakash
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

This paper aims to explore the antecedents and consequences of service chain flexibility (SCF) in healthcare service delivery.

A structural model was developed based on a literature review. A 29-indicator questionnaire was circulated among service providers in the healthcare system across India, and 253 valid responses were received, corresponding to a response rate of 46%. The research model was assessed using a cross-sectional research design, and the data were analyzed by structural equation modeling using analysis of moment structures (AMOS) software.

Service orientation (SO), technology integration (TI), knowledge sharing (KS) and supply chain integration (SCI) were identified as antecedents of SCF, the consequence of which is responsiveness in service delivery (RSD). Furthermore, patient-centered care moderates the relationship between SCF and RSD.

This paper highlights the impact of SCF on RSD in healthcare organizations. Consideration of the four constructs of SO, TI, KS and SCI as antecedents of SCF and, in turn, RSD may be one of the limitations. Future work may identify other theoretical constructs with potential impacts on SCF and RSD. Furthermore, eight months for data collection could have resulted in early-late response bias. This study was operationalized in India and may reflect political, economic, social, technological, environmental and legal factors unique to India.

The study provides suggestions to practitioners for building RSD by leveraging SO, TI, KS and SCI in flexibility-driven service chain processes. Recognizing the relationships among these constructs can aid in the timely formulation of corrective actions and patient-centric policies.

This paper highlights how focusing on a SCF can promote RSD. This understanding may aid the design of processes that develop patient-centricity and deliver health as a social good in an effective manner.

The empirical evidence from this study can help hospitals integrate and build flexibility in their functions, thus enabling them to deliver responsiveness in care.

]]>
How does service supply chain flexibility influence responsiveness in service delivery? An empirical analysis of healthcare units10.1108/TQM-10-2023-0318The TQM Journal2024-03-18© 2024 Emerald Publishing LimitedGyan PrakashThe TQM Journalahead-of-printahead-of-print2024-03-1810.1108/TQM-10-2023-0318https://www.emerald.com/insight/content/doi/10.1108/TQM-10-2023-0318/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
Relationships between lean bundles and firm performance: a meta-analysis on the moderating role of national culture differenceshttps://www.emerald.com/insight/content/doi/10.1108/TQM-10-2023-0332/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestEvolved from Toyota’s shop floor in Japan, lean bundles are universally accepted for boosting manufacturing performance. However, extant literature shows mixed findings on the effectiveness of lean bundles in non-Japanese settings. This meta-analysis is aimed at understanding the influence of national culture (NC) differences on the lean bundles-performance relationships. A total of 224 effects from 12,569 observations across 48 empirical studies from 14 countries are meta-analyzed. Also, weighted least squares (WLS) meta-regression using NC scores from the Global Leadership and Organizational Behavior Effectiveness (GLOBE) study are conducted to test the moderating effect of NC dimensions. The meta-analysis reveals a positive association between the lean bundles and firm performance; though, the strength of the association varies across the individual lean bundles. The meta-regression results show that lean practices are more effective in countries that value high future orientation, high collectivism, low-performance orientation and high assertiveness. The results contribute to the literature on the role of local cultural influence on strategies and decisions related to the implementation of continuous improvement (CI) programs in cross-cultural settings.Relationships between lean bundles and firm performance: a meta-analysis on the moderating role of national culture differences
Anupama Prashar
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

Evolved from Toyota’s shop floor in Japan, lean bundles are universally accepted for boosting manufacturing performance. However, extant literature shows mixed findings on the effectiveness of lean bundles in non-Japanese settings. This meta-analysis is aimed at understanding the influence of national culture (NC) differences on the lean bundles-performance relationships.

A total of 224 effects from 12,569 observations across 48 empirical studies from 14 countries are meta-analyzed. Also, weighted least squares (WLS) meta-regression using NC scores from the Global Leadership and Organizational Behavior Effectiveness (GLOBE) study are conducted to test the moderating effect of NC dimensions.

The meta-analysis reveals a positive association between the lean bundles and firm performance; though, the strength of the association varies across the individual lean bundles. The meta-regression results show that lean practices are more effective in countries that value high future orientation, high collectivism, low-performance orientation and high assertiveness.

The results contribute to the literature on the role of local cultural influence on strategies and decisions related to the implementation of continuous improvement (CI) programs in cross-cultural settings.

]]>
Relationships between lean bundles and firm performance: a meta-analysis on the moderating role of national culture differences10.1108/TQM-10-2023-0332The TQM Journal2024-02-28© 2024 Emerald Publishing LimitedAnupama PrasharThe TQM Journalahead-of-printahead-of-print2024-02-2810.1108/TQM-10-2023-0332https://www.emerald.com/insight/content/doi/10.1108/TQM-10-2023-0332/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
The multifaceted impact of ISO/IEC 17025 accreditation: a sector-specific analysis in civil engineering testing and calibration laboratorieshttps://www.emerald.com/insight/content/doi/10.1108/TQM-10-2023-0347/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to dissect the multifaceted impact of ISO/IEC 17025 accreditation, specifically within civil engineering testing and calibration laboratories. To achieve this, it intends to explore several key objectives: identifying the prominent benefits of accreditation to laboratory performance, understanding the advantages conferred through participation in proficiency testing schemes, assessing the role of accreditation in enhancing laboratory competitiveness, examining the primary challenges encountered during the accreditation process, investigating any discernible adverse effects of accreditation on laboratory performance and evaluating whether the financial cost of accreditation justifies the resultant profitability. This study employs a qualitative approach through semi-structured interviews with 23 industry professionals—including technical managers, quality managers, external auditors and clients. Thematic analysis, guided by Braun and Clarke’s six-stage paradigm, was utilized to interpret the data, ensuring a comprehensive understanding of the accreditation’s impact. Findings reveal that accreditation significantly enhances operational processes, fosters quality awareness and facilitates continuous improvement, contributing to greater client satisfaction. In addition, standardized operations and rigorous quality controls further result in enhanced performance metrics, such as staff capability and measurement accuracy. However, the study also uncovers the challenges of accreditation, including high resource costs and bureaucratic hurdles that can inhibit innovation and slow routine operations. Importantly, the research underscores that the impact of accreditation on profitability is not universal, but contingent upon various factors like sector-specific regulations and market demand. The study also highlights sector-specific variations in the role of accreditation as a marketing tool and differing perceptions of its value among clients. It further emphasizes the psychological stress of high-stakes evaluations during audits. This study represents the first in-depth investigation into the impact of ISO/IEC 17025 accreditation on civil engineering testing and calibration laboratories, directly contributing to the enhancement of their quality and operational standards. Providing actionable insights for laboratories, it underscores the importance of weighing accreditation costs and benefits and the necessity for a tailored approach to the unique market and regulatory landscapes they operate in.The multifaceted impact of ISO/IEC 17025 accreditation: a sector-specific analysis in civil engineering testing and calibration laboratories
Evangelia Panagiotidou, Panos T. Chountalas, Anastasios Ι. Magoutas, Fotis C. Kitsios
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims to dissect the multifaceted impact of ISO/IEC 17025 accreditation, specifically within civil engineering testing and calibration laboratories. To achieve this, it intends to explore several key objectives: identifying the prominent benefits of accreditation to laboratory performance, understanding the advantages conferred through participation in proficiency testing schemes, assessing the role of accreditation in enhancing laboratory competitiveness, examining the primary challenges encountered during the accreditation process, investigating any discernible adverse effects of accreditation on laboratory performance and evaluating whether the financial cost of accreditation justifies the resultant profitability.

This study employs a qualitative approach through semi-structured interviews with 23 industry professionals—including technical managers, quality managers, external auditors and clients. Thematic analysis, guided by Braun and Clarke’s six-stage paradigm, was utilized to interpret the data, ensuring a comprehensive understanding of the accreditation’s impact.

Findings reveal that accreditation significantly enhances operational processes, fosters quality awareness and facilitates continuous improvement, contributing to greater client satisfaction. In addition, standardized operations and rigorous quality controls further result in enhanced performance metrics, such as staff capability and measurement accuracy. However, the study also uncovers the challenges of accreditation, including high resource costs and bureaucratic hurdles that can inhibit innovation and slow routine operations. Importantly, the research underscores that the impact of accreditation on profitability is not universal, but contingent upon various factors like sector-specific regulations and market demand. The study also highlights sector-specific variations in the role of accreditation as a marketing tool and differing perceptions of its value among clients. It further emphasizes the psychological stress of high-stakes evaluations during audits.

This study represents the first in-depth investigation into the impact of ISO/IEC 17025 accreditation on civil engineering testing and calibration laboratories, directly contributing to the enhancement of their quality and operational standards. Providing actionable insights for laboratories, it underscores the importance of weighing accreditation costs and benefits and the necessity for a tailored approach to the unique market and regulatory landscapes they operate in.

]]>
The multifaceted impact of ISO/IEC 17025 accreditation: a sector-specific analysis in civil engineering testing and calibration laboratories10.1108/TQM-10-2023-0347The TQM Journal2024-02-23© 2024 Emerald Publishing LimitedEvangelia PanagiotidouPanos T. ChountalasAnastasios Ι. MagoutasFotis C. KitsiosThe TQM Journalahead-of-printahead-of-print2024-02-2310.1108/TQM-10-2023-0347https://www.emerald.com/insight/content/doi/10.1108/TQM-10-2023-0347/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
What enables doctoral degree holders to get a job? A journey through doctoral students' satisfaction with educational serviceshttps://www.emerald.com/insight/content/doi/10.1108/TQM-11-2019-0268/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestDoctoral degrees are generally the highest level of education provided by educational institutions in Western countries. Nevertheless, doctoral degree holders – i.e. Philosophiae Doctors (PhDs) – struggle to find a job that matches their knowledge and expertise. This article investigates the effects that PhDs' satisfaction with different attributes of educational services has on their ability to obtain employment either in academia or outside it. Secondary data were accessed from a nationwide survey performed in Italy between February and July 2014. More than 16,000 people who achieved a doctoral degree between January 2008 and December 2010 were involved in the analysis. The four-years' time-span was justified by the need to avoid potential biases produced by a short time lapse between data collection and the awarding of the respondents' doctoral degree. A logistic regression model was designed to shed light on the relationship between doctoral degree holders' satisfaction and their ability to find employment. This study results suggested that the attributes of educational services had varying effects on the doctoral degree holders' ability to obtain work. More specifically, the perceived quality of research and methodological courses delivered by educational institutions and the quality of the technologies and digital resources available at the host university were found to positively affect the ability of doctoral degree holders to get a job in academia. Conversely, the satisfaction with the quality of the teaching activities was positively related to the doctoral degree holders' employability outside academia. The quality of educational services provided to students attending a doctoral degree course affects their ability to find work. Enhancing the quality of educational services may reduce the risk of unemployment amongst doctoral degree holders. To the best of the authors' knowledge, few attempts have been made to investigate the interplay between the quality of educational services and doctoral degree holders' employability.What enables doctoral degree holders to get a job? A journey through doctoral students' satisfaction with educational services
Mauro Cavallone, Rosalba Manna, Rocco Palumbo
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

Doctoral degrees are generally the highest level of education provided by educational institutions in Western countries. Nevertheless, doctoral degree holders – i.e. Philosophiae Doctors (PhDs) – struggle to find a job that matches their knowledge and expertise. This article investigates the effects that PhDs' satisfaction with different attributes of educational services has on their ability to obtain employment either in academia or outside it.

Secondary data were accessed from a nationwide survey performed in Italy between February and July 2014. More than 16,000 people who achieved a doctoral degree between January 2008 and December 2010 were involved in the analysis. The four-years' time-span was justified by the need to avoid potential biases produced by a short time lapse between data collection and the awarding of the respondents' doctoral degree. A logistic regression model was designed to shed light on the relationship between doctoral degree holders' satisfaction and their ability to find employment.

This study results suggested that the attributes of educational services had varying effects on the doctoral degree holders' ability to obtain work. More specifically, the perceived quality of research and methodological courses delivered by educational institutions and the quality of the technologies and digital resources available at the host university were found to positively affect the ability of doctoral degree holders to get a job in academia. Conversely, the satisfaction with the quality of the teaching activities was positively related to the doctoral degree holders' employability outside academia.

The quality of educational services provided to students attending a doctoral degree course affects their ability to find work. Enhancing the quality of educational services may reduce the risk of unemployment amongst doctoral degree holders.

To the best of the authors' knowledge, few attempts have been made to investigate the interplay between the quality of educational services and doctoral degree holders' employability.

]]>
What enables doctoral degree holders to get a job? A journey through doctoral students' satisfaction with educational services10.1108/TQM-11-2019-0268The TQM Journal2020-05-05© 2020 Emerald Publishing LimitedMauro CavalloneRosalba MannaRocco PalumboThe TQM Journalahead-of-printahead-of-print2020-05-0510.1108/TQM-11-2019-0268https://www.emerald.com/insight/content/doi/10.1108/TQM-11-2019-0268/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2020 Emerald Publishing Limited
A roadmap for the application of PLS-SEM and IPMA for effective service quality improvementshttps://www.emerald.com/insight/content/doi/10.1108/TQM-11-2021-0340/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe paper provides a step-by-step guide in the guise of a roadmap for service improvement initiatives using importance performance map analysis (IPMA). To empirically illustrate how IPMA can be applied to any service industry, three sectors are considered; sports and fitness (study A), hospitality (study B) and higher education (study C). Following the proper selection of measuring instruments and their evaluation using structural equation modeling-partial least squares (Smart-PLS), IPMA is applied to identify those attributes having strong total effects (high importance) over the targeted construct (satisfaction) but which also have low average latent variable scores (low performance). For sports and fitness (study A), the physical aspects and programme quality require managerial attention. For the hospitability sector (study B), it is service commitment, interaction quality and internal sense of happiness. Whereas for higher education (study C), it is administrative quality as well as the element of transformative quality, namely the university’s role in adding to its students’ emotional stability, which needs the attention of the top management. This study provides researchers and practitioners with a roadmap for applying PLS-SEM and IPMA for continuous service quality improvement. The roadmap extends upon Ringle and Sarstedt’s (2016) work. It highlights critical decisions that need to be considered in the pre-analytical stages of the IPMA application, i.e. at the research design phase in selecting the most appropriate service quality measurement model specifications. It not only contributes to the existing body of knowledge by providing empirical evidence to advance theory development in the quality management field but also has implications for the practitioners in any service sector on where to focus their attention for an effective service improvement.A roadmap for the application of PLS-SEM and IPMA for effective service quality improvements
Noorjahan Banon Teeluckdharry, Viraiyan Teeroovengadum, Ashley Keshwar Seebaluck
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

The paper provides a step-by-step guide in the guise of a roadmap for service improvement initiatives using importance performance map analysis (IPMA).

To empirically illustrate how IPMA can be applied to any service industry, three sectors are considered; sports and fitness (study A), hospitality (study B) and higher education (study C). Following the proper selection of measuring instruments and their evaluation using structural equation modeling-partial least squares (Smart-PLS), IPMA is applied to identify those attributes having strong total effects (high importance) over the targeted construct (satisfaction) but which also have low average latent variable scores (low performance).

For sports and fitness (study A), the physical aspects and programme quality require managerial attention. For the hospitability sector (study B), it is service commitment, interaction quality and internal sense of happiness. Whereas for higher education (study C), it is administrative quality as well as the element of transformative quality, namely the university’s role in adding to its students’ emotional stability, which needs the attention of the top management.

This study provides researchers and practitioners with a roadmap for applying PLS-SEM and IPMA for continuous service quality improvement. The roadmap extends upon Ringle and Sarstedt’s (2016) work. It highlights critical decisions that need to be considered in the pre-analytical stages of the IPMA application, i.e. at the research design phase in selecting the most appropriate service quality measurement model specifications. It not only contributes to the existing body of knowledge by providing empirical evidence to advance theory development in the quality management field but also has implications for the practitioners in any service sector on where to focus their attention for an effective service improvement.

]]>
A roadmap for the application of PLS-SEM and IPMA for effective service quality improvements10.1108/TQM-11-2021-0340The TQM Journal2022-11-30© 2022 Emerald Publishing LimitedNoorjahan Banon TeeluckdharryViraiyan TeeroovengadumAshley Keshwar SeebaluckThe TQM Journalahead-of-printahead-of-print2022-11-3010.1108/TQM-11-2021-0340https://www.emerald.com/insight/content/doi/10.1108/TQM-11-2021-0340/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2022 Emerald Publishing Limited
The moderating role of Lean Six Sigma practices on quality management practices and quality performance in medical device manufacturing industryhttps://www.emerald.com/insight/content/doi/10.1108/TQM-11-2021-0342/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe purpose of this paper is to explore the moderating role of Lean Six Sigma (LSS) practices in explaining the relationship between quality management practices (QMPs) and quality performance. Partial least square-based structural equation modeling (PLS-SEM) was used to empirically examine the moderating effect of LSS practices on QMPs and quality performance in Malaysian medical device manufacturing companies. Findings revealed that both QMPs and LSS practices have a significant and positive effect on quality performance. Furthermore, LSS practices served as a substitute for moderating the positive relationship between QMPs and quality performance in such a way that the relationship becomes weaker as LSS practices increase. LSS is acknowledged as the most well-known hybrid methodology; however, due to its relative newness, it has not been studied in great detail. Unlike previous studies, this paper argued that Lean and Six Sigma practices are distinct from its predecessor TQM practices; moreover, both Lean and Six Sigma practices do not need to substitute QM/TQM practices instead of complimenting the QMPs. In addition, this study adds to the growing body of QM literature by empirically examine the effect of LSS practices in moderating the relationship between QMPs and quality performance.The moderating role of Lean Six Sigma practices on quality management practices and quality performance in medical device manufacturing industry
Choon Ling Sim, Francis Chuah, Kit Yeng Sin, Yi Jin Lim
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

The purpose of this paper is to explore the moderating role of Lean Six Sigma (LSS) practices in explaining the relationship between quality management practices (QMPs) and quality performance.

Partial least square-based structural equation modeling (PLS-SEM) was used to empirically examine the moderating effect of LSS practices on QMPs and quality performance in Malaysian medical device manufacturing companies.

Findings revealed that both QMPs and LSS practices have a significant and positive effect on quality performance. Furthermore, LSS practices served as a substitute for moderating the positive relationship between QMPs and quality performance in such a way that the relationship becomes weaker as LSS practices increase.

LSS is acknowledged as the most well-known hybrid methodology; however, due to its relative newness, it has not been studied in great detail. Unlike previous studies, this paper argued that Lean and Six Sigma practices are distinct from its predecessor TQM practices; moreover, both Lean and Six Sigma practices do not need to substitute QM/TQM practices instead of complimenting the QMPs. In addition, this study adds to the growing body of QM literature by empirically examine the effect of LSS practices in moderating the relationship between QMPs and quality performance.

]]>
The moderating role of Lean Six Sigma practices on quality management practices and quality performance in medical device manufacturing industry10.1108/TQM-11-2021-0342The TQM Journal2022-09-06© 2022 Emerald Publishing LimitedChoon Ling SimFrancis ChuahKit Yeng SinYi Jin LimThe TQM Journalahead-of-printahead-of-print2022-09-0610.1108/TQM-11-2021-0342https://www.emerald.com/insight/content/doi/10.1108/TQM-11-2021-0342/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2022 Emerald Publishing Limited
Mapping quality performance through Lean Six Sigma and new product development attributeshttps://www.emerald.com/insight/content/doi/10.1108/TQM-11-2022-0324/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestNew product development (NPD) is necessary for business sustenance and customer satisfaction. Six Sigma and Design for Lean Six Sigma (DLSS) efficiently employ the repetitive stages for NPD, leading to quality performance and profitability. This study aims to map the quality performance through NPD attributes through the Lean methodology. The data on NPD were collected from 267 respondents from manufacturing companies to map the relationship between Six Sigma and DLSS for NPD. Confirmatory factor analysis was employed to confirm model fit, while structural equation modeling was employed to analyze the empirical data for framework testing. The study included nine variables and fourteen hypotheses identified from the literature. The statistical results of this study show that NPD attributes such as innovation, marketing, organization, customer, product and technology positively influence the Lean Six Sigma structured improvement process (LSSSIP) and DLSS. Moreover, integrating these attributes in Lean planning enhance quality performance. This empirical investigation's findings indicate that ten of the 14 hypotheses were supported, giving the study a strong foundation. The data collection was limited to northern India; therefore, the results may not be generalizable to other areas of the world. NPD involves handling technical issues and factors such as cost, operational bottlenecks, economic changes, competitors' strategy and company policy. This study helps understand the various NPD parameters and their relationship to Lean, which enables an effective NPD implementation strategy. The current philosophy of NPD calls for a concurrent engineering approach; therefore, the entire organization must be part of this process. This study uses the holistic framework by optimizing NPD with Lean Six Sigma (LSS) principles. The study is unique in that, to date, research does not integrate NPD attributes with the objectives of LSS to develop an efficient NPD implementation strategy.Mapping quality performance through Lean Six Sigma and new product development attributes
Vimal Kumar, Elizabeth A. Cudney, Ankesh Mittal, Ajay Jha, Neeraj Yadav, Ali Al Owad
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

New product development (NPD) is necessary for business sustenance and customer satisfaction. Six Sigma and Design for Lean Six Sigma (DLSS) efficiently employ the repetitive stages for NPD, leading to quality performance and profitability. This study aims to map the quality performance through NPD attributes through the Lean methodology.

The data on NPD were collected from 267 respondents from manufacturing companies to map the relationship between Six Sigma and DLSS for NPD. Confirmatory factor analysis was employed to confirm model fit, while structural equation modeling was employed to analyze the empirical data for framework testing. The study included nine variables and fourteen hypotheses identified from the literature.

The statistical results of this study show that NPD attributes such as innovation, marketing, organization, customer, product and technology positively influence the Lean Six Sigma structured improvement process (LSSSIP) and DLSS. Moreover, integrating these attributes in Lean planning enhance quality performance. This empirical investigation's findings indicate that ten of the 14 hypotheses were supported, giving the study a strong foundation.

The data collection was limited to northern India; therefore, the results may not be generalizable to other areas of the world.

NPD involves handling technical issues and factors such as cost, operational bottlenecks, economic changes, competitors' strategy and company policy. This study helps understand the various NPD parameters and their relationship to Lean, which enables an effective NPD implementation strategy.

The current philosophy of NPD calls for a concurrent engineering approach; therefore, the entire organization must be part of this process. This study uses the holistic framework by optimizing NPD with Lean Six Sigma (LSS) principles. The study is unique in that, to date, research does not integrate NPD attributes with the objectives of LSS to develop an efficient NPD implementation strategy.

]]>
Mapping quality performance through Lean Six Sigma and new product development attributes10.1108/TQM-11-2022-0324The TQM Journal2023-07-12© 2023 Emerald Publishing LimitedVimal KumarElizabeth A. CudneyAnkesh MittalAjay JhaNeeraj YadavAli Al OwadThe TQM Journalahead-of-printahead-of-print2023-07-1210.1108/TQM-11-2022-0324https://www.emerald.com/insight/content/doi/10.1108/TQM-11-2022-0324/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Comparative study on the reasons for failure factors of sustaining operational improvement methodologies in manufacturing enterpriseshttps://www.emerald.com/insight/content/doi/10.1108/TQM-11-2022-0330/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to present the results of a comparative study on the most key reasons for the failure of sustaining activities of operational improvement (OI) methodologies from the different types of manufacturing enterprises that located in Vietnam. This study presents survey results from 30 local manufacturing enterprises and 21 foreign direct investment (FDI) enterprises located in Vietnam – a developing country. The authors utilize a combination method to collect data, including online and direct survey. The targeted interviewees selected to answer the questionnaire are manufacturing managers and top managers working in productivity, quality, engineering and other departments in respective firms. The developed questionnaire is verified by five experts to ensure the validity and soundness. The study uncover that 21 local enterprises (70%) have not issued standard forms for OI deployment and supervision, while 17 foreign enterprises (81%) have adopted a systematic management and clearly indicators for evaluation of OI outputs. In addition, the top three reasons for OI failure are differences between local and foreign enterprises. In term of OI methodologies, most of participated enterprises implemented Lean tools and principles while only 7.8% of the participated enterprises applied Six Sigma. Three vital findings are uncovered, including, first, 30% of local enterprises standardize and supervise forms of OI. There is a limitation in sample size, with the number of participants of 51 enterprises. Among the participants, 27% of local enterprises are small and medium-sized enterprises (SMEs) while 60% of FDI enterprises from large-sized group. This was limited to making a generated conclusion in the comparison of failure factors between two types of enterprises. This partly affects the radical comparison of failure factors between local and FDI enterprises. To the best of the authors' view, this is the first empirical study that compares the reasons for the failure for sustaining OI between local and foreign enterprises in a developing country. The result from this study will make contributions for further research in considering OI failure factors and then enhance effectiveness of OI methodologies in manufacturing companies.Comparative study on the reasons for failure factors of sustaining operational improvement methodologies in manufacturing enterprises
Nguyen Dat Minh, Nguyen Thi Hanh Quyen
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims to present the results of a comparative study on the most key reasons for the failure of sustaining activities of operational improvement (OI) methodologies from the different types of manufacturing enterprises that located in Vietnam.

This study presents survey results from 30 local manufacturing enterprises and 21 foreign direct investment (FDI) enterprises located in Vietnam – a developing country. The authors utilize a combination method to collect data, including online and direct survey. The targeted interviewees selected to answer the questionnaire are manufacturing managers and top managers working in productivity, quality, engineering and other departments in respective firms. The developed questionnaire is verified by five experts to ensure the validity and soundness.

The study uncover that 21 local enterprises (70%) have not issued standard forms for OI deployment and supervision, while 17 foreign enterprises (81%) have adopted a systematic management and clearly indicators for evaluation of OI outputs. In addition, the top three reasons for OI failure are differences between local and foreign enterprises. In term of OI methodologies, most of participated enterprises implemented Lean tools and principles while only 7.8% of the participated enterprises applied Six Sigma. Three vital findings are uncovered, including, first, 30% of local enterprises standardize and supervise forms of OI.

There is a limitation in sample size, with the number of participants of 51 enterprises. Among the participants, 27% of local enterprises are small and medium-sized enterprises (SMEs) while 60% of FDI enterprises from large-sized group. This was limited to making a generated conclusion in the comparison of failure factors between two types of enterprises. This partly affects the radical comparison of failure factors between local and FDI enterprises.

To the best of the authors' view, this is the first empirical study that compares the reasons for the failure for sustaining OI between local and foreign enterprises in a developing country. The result from this study will make contributions for further research in considering OI failure factors and then enhance effectiveness of OI methodologies in manufacturing companies.

]]>
Comparative study on the reasons for failure factors of sustaining operational improvement methodologies in manufacturing enterprises10.1108/TQM-11-2022-0330The TQM Journal2023-06-14© 2023 Emerald Publishing LimitedNguyen Dat MinhNguyen Thi Hanh QuyenThe TQM Journalahead-of-printahead-of-print2023-06-1410.1108/TQM-11-2022-0330https://www.emerald.com/insight/content/doi/10.1108/TQM-11-2022-0330/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
From SWOT, a bidimensional diagnostic tool, to a new 3D strategic modelhttps://www.emerald.com/insight/content/doi/10.1108/TQM-11-2022-0332/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestStemming from the resource-based view (RBV) approach, this article overcomes the limits of the conventional strengths, weaknesses, opportunities and threats (SWOT) analysis, setting the basis for the model actual–potential, positive–negative, internal–external (APPNIE). This paper enacts a new framework demonstrating how strengths, weaknesses, opportunities and threats of SWOT can be replaced by actual or potential, positive or negative elements, considered in a dynamic way. The traditional SWOT analysis provides only a partial view of the environment and adopts incorrect terminology that can confuse the user, preventing a clear understanding of the factors affecting the organisation’s situation. The authors developed a new tool to help managers in their decision-making processes. This study proposes a new tool for assessing the quality of management, resources and environment, which is useful in understanding the economic and social scenario in which a firm is embedded. From a practical point of view, the new tool is applied in the case study, and it shows how managers and students can use it while choosing between alternative options (different strategies, markets, technologies, etc.). The APPNIE model introduces a new dimension that the SWOT analysis does not consider. Moreover, for each element of the new matrix, the authors propose a plan of action, which is another valuable benefit of the APPNIE model.From SWOT, a bidimensional diagnostic tool, to a new 3D strategic model
Alberto Cusi, Antonella Ferri, Alessandra Micozzi, Maria Palazzo
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

Stemming from the resource-based view (RBV) approach, this article overcomes the limits of the conventional strengths, weaknesses, opportunities and threats (SWOT) analysis, setting the basis for the model actual–potential, positive–negative, internal–external (APPNIE). This paper enacts a new framework demonstrating how strengths, weaknesses, opportunities and threats of SWOT can be replaced by actual or potential, positive or negative elements, considered in a dynamic way.

The traditional SWOT analysis provides only a partial view of the environment and adopts incorrect terminology that can confuse the user, preventing a clear understanding of the factors affecting the organisation’s situation. The authors developed a new tool to help managers in their decision-making processes.

This study proposes a new tool for assessing the quality of management, resources and environment, which is useful in understanding the economic and social scenario in which a firm is embedded. From a practical point of view, the new tool is applied in the case study, and it shows how managers and students can use it while choosing between alternative options (different strategies, markets, technologies, etc.).

The APPNIE model introduces a new dimension that the SWOT analysis does not consider. Moreover, for each element of the new matrix, the authors propose a plan of action, which is another valuable benefit of the APPNIE model.

]]>
From SWOT, a bidimensional diagnostic tool, to a new 3D strategic model10.1108/TQM-11-2022-0332The TQM Journal2023-04-10© 2023 Emerald Publishing LimitedAlberto CusiAntonella FerriAlessandra MicozziMaria PalazzoThe TQM Journalahead-of-printahead-of-print2023-04-1010.1108/TQM-11-2022-0332https://www.emerald.com/insight/content/doi/10.1108/TQM-11-2022-0332/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
The critical success factors of the highly competitive organizations; a systematic literature reviewhttps://www.emerald.com/insight/content/doi/10.1108/TQM-11-2022-0333/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe current research aims to analyze the literature to determine its strengths and weaknesses and extract the required information, which will be used to identify the characteristics of the highly competitive organization (HCO), define it and identify the HCO's critical success factors (CSFs). Finally, the future research agenda will be proposed. A multiple stages research methodology was used to fulfill the research objectives. The research started with the systematic literature review (SLR). Then, focus group discussions and Pareto analysis were used to fulfill research objectives. Eleven points were identified in the research to represent the characteristics of the HCO. Then, the HCO was defined based on the elements of these points. Moreover, the vital few CSFs to successfully implement many research scopes were identified. Then, the CSFs of the HCO was generated based on these vital few CSFs. The main limitation of the current research is the literature sample size. A larger sample selection could enrich the generated lists with many other CSFs. Many implications points were highlighted in this research which showed the importance of the current research for academic and practical audiences. The SLR process showed that the reviewed literature lacked a consolidated list of the HCO characteristics and a clear definition of the HCO. Moreover, the reviewed literature lacked a unified list of the HCO CSFs. Therefore, the current research approach is novel and original.The critical success factors of the highly competitive organizations; a systematic literature review
Alaa M. Ubaid
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

The current research aims to analyze the literature to determine its strengths and weaknesses and extract the required information, which will be used to identify the characteristics of the highly competitive organization (HCO), define it and identify the HCO's critical success factors (CSFs). Finally, the future research agenda will be proposed.

A multiple stages research methodology was used to fulfill the research objectives. The research started with the systematic literature review (SLR). Then, focus group discussions and Pareto analysis were used to fulfill research objectives.

Eleven points were identified in the research to represent the characteristics of the HCO. Then, the HCO was defined based on the elements of these points. Moreover, the vital few CSFs to successfully implement many research scopes were identified. Then, the CSFs of the HCO was generated based on these vital few CSFs.

The main limitation of the current research is the literature sample size. A larger sample selection could enrich the generated lists with many other CSFs.

Many implications points were highlighted in this research which showed the importance of the current research for academic and practical audiences.

The SLR process showed that the reviewed literature lacked a consolidated list of the HCO characteristics and a clear definition of the HCO. Moreover, the reviewed literature lacked a unified list of the HCO CSFs. Therefore, the current research approach is novel and original.

]]>
The critical success factors of the highly competitive organizations; a systematic literature review10.1108/TQM-11-2022-0333The TQM Journal2023-04-24© 2023 Emerald Publishing LimitedAlaa M. UbaidThe TQM Journalahead-of-printahead-of-print2023-04-2410.1108/TQM-11-2022-0333https://www.emerald.com/insight/content/doi/10.1108/TQM-11-2022-0333/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
A conceptual framework of total quality management on innovation performance in the banking sectorhttps://www.emerald.com/insight/content/doi/10.1108/TQM-11-2022-0334/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe “United Nations' Sustainable Development Goal” 9 seeks to “… foster innovation” in all sectors of an economy. Thus, this conceptual piece addresses the indirect effect of innovative behaviour (INB) between total quality management (TQM) and innovation performance (INP). It further explores the context-contingent effect of four external factors [government regulation (GOV), market dynamism (MKD), competitive intensity (CMP) and technological turbulence (TUR)] on the TQM–INB linkage. By incorporating both theoretical and empirical works in the fields of strategic management, innovation and business performance, this conceptual piece constructs a conceptual model, using a systematic literature review, alongside suppositions that can be tested in further studies. This conceptual piece puts forward that TQM will be favourably connected to INP, and this favourable association will be mediated by INB. Moreover, GOV, MKD, CMP and TUR will have a favourable context-contingent effect on the favourable direct connection between TQM and INB. This conceptual piece affords suggestions for both practitioners and researchers alike in the areas of innovative and strategic decision-making in banking establishments for reinforcing INP by introducing TQM, INB, GOV, MKD, CMP and TUR as innovative-strategic tools. It also delivers suggestions for forthcoming academics to examine this conceptual piece, empirically, in diverse banking sites worldwide. Practical lessons for managers, employees, customers and consultants within the banking sector for the superior advantage of all key stakeholders are deliberated. This study provides a new model to demonstrate how TQM leads to INP by passing through INB of employees, and how TQM fosters INB under diverse degrees of GOV, MKD, CMP and TUR. It shows how internal factors (7 TQM dimensions) and external factors (GOV, MKD, CMP and TUR) interact to foster employee INB. It also underscores the theoretical authority of three theories utilised, both individually and in combination, by using them to explain new relationships.A conceptual framework of total quality management on innovation performance in the banking sector
Abraham Ato Ahinful, Abigail Opoku Mensah, Samuel Koomson, Felix Kwame Nyarko, Edmund Nkrumah
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

The “United Nations' Sustainable Development Goal” 9 seeks to “… foster innovation” in all sectors of an economy. Thus, this conceptual piece addresses the indirect effect of innovative behaviour (INB) between total quality management (TQM) and innovation performance (INP). It further explores the context-contingent effect of four external factors [government regulation (GOV), market dynamism (MKD), competitive intensity (CMP) and technological turbulence (TUR)] on the TQM–INB linkage.

By incorporating both theoretical and empirical works in the fields of strategic management, innovation and business performance, this conceptual piece constructs a conceptual model, using a systematic literature review, alongside suppositions that can be tested in further studies.

This conceptual piece puts forward that TQM will be favourably connected to INP, and this favourable association will be mediated by INB. Moreover, GOV, MKD, CMP and TUR will have a favourable context-contingent effect on the favourable direct connection between TQM and INB.

This conceptual piece affords suggestions for both practitioners and researchers alike in the areas of innovative and strategic decision-making in banking establishments for reinforcing INP by introducing TQM, INB, GOV, MKD, CMP and TUR as innovative-strategic tools. It also delivers suggestions for forthcoming academics to examine this conceptual piece, empirically, in diverse banking sites worldwide.

Practical lessons for managers, employees, customers and consultants within the banking sector for the superior advantage of all key stakeholders are deliberated.

This study provides a new model to demonstrate how TQM leads to INP by passing through INB of employees, and how TQM fosters INB under diverse degrees of GOV, MKD, CMP and TUR. It shows how internal factors (7 TQM dimensions) and external factors (GOV, MKD, CMP and TUR) interact to foster employee INB. It also underscores the theoretical authority of three theories utilised, both individually and in combination, by using them to explain new relationships.

]]>
A conceptual framework of total quality management on innovation performance in the banking sector10.1108/TQM-11-2022-0334The TQM Journal2023-06-19© 2023 Emerald Publishing LimitedAbraham Ato AhinfulAbigail Opoku MensahSamuel KoomsonFelix Kwame NyarkoEdmund NkrumahThe TQM Journalahead-of-printahead-of-print2023-06-1910.1108/TQM-11-2022-0334https://www.emerald.com/insight/content/doi/10.1108/TQM-11-2022-0334/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Integrated quality 4.0 framework for quality improvement based on Six Sigma and machine learning techniques towards zero-defect manufacturinghttps://www.emerald.com/insight/content/doi/10.1108/TQM-11-2023-0361/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis research paper aims to analyze the scientific and grey literature on Quality 4.0 and zero-defect manufacturing (ZDM) frameworks to develop an integrated quality 4.0 framework (IQ4.0F) for quality improvement (QI) based on Six Sigma and machine learning (ML) techniques towards ZDM. The IQ4.0F aims to contribute to the advancement of defect prediction approaches in diverse manufacturing processes. Furthermore, the work enables a comprehensive analysis of process variables influencing product quality with emphasis on the use of supervised and unsupervised ML techniques in Six Sigma’s DMAIC (Define, Measure, Analyze, Improve and Control) cycle stage of “Analyze.” The research methodology employed a systematic literature review (SLR) based on PRISMA guidelines to develop the integrated framework, followed by a real industrial case study set in the automotive industry to fulfill the objectives of verifying and validating the proposed IQ4.0F with primary data. This research work demonstrates the value of a “stepwise framework” to facilitate a shift from conventional quality management systems (QMSs) to QMSs 4.0. It uses the IDEF0 modeling methodology and Six Sigma’s DMAIC cycle to structure the steps to be followed to adopt the Quality 4.0 paradigm for QI. It also proves the worth of integrating Six Sigma and ML techniques into the “Analyze” stage of the DMAIC cycle for improving defect prediction in manufacturing processes and supporting problem-solving activities for quality managers. This research paper introduces a first-of-its-kind Quality 4.0 framework – the IQ4.0F. Each step of the IQ4.0F was verified and validated in an original industrial case study set in the automotive industry. It is the first Quality 4.0 framework, according to the SLR conducted, to utilize the principal component analysis technique as a substitute for “Screening Design” in the Design of Experiments phase and K-means clustering technique for multivariable analysis, identifying process parameters that significantly impact product quality. The proposed IQ4.0F not only empowers decision-makers with the knowledge to launch a Quality 4.0 initiative but also provides quality managers with a systematic problem-solving methodology for quality improvement.Integrated quality 4.0 framework for quality improvement based on Six Sigma and machine learning techniques towards zero-defect manufacturing
Elisa Gonzalez Santacruz, David Romero, Julieta Noguez, Thorsten Wuest
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

This research paper aims to analyze the scientific and grey literature on Quality 4.0 and zero-defect manufacturing (ZDM) frameworks to develop an integrated quality 4.0 framework (IQ4.0F) for quality improvement (QI) based on Six Sigma and machine learning (ML) techniques towards ZDM. The IQ4.0F aims to contribute to the advancement of defect prediction approaches in diverse manufacturing processes. Furthermore, the work enables a comprehensive analysis of process variables influencing product quality with emphasis on the use of supervised and unsupervised ML techniques in Six Sigma’s DMAIC (Define, Measure, Analyze, Improve and Control) cycle stage of “Analyze.”

The research methodology employed a systematic literature review (SLR) based on PRISMA guidelines to develop the integrated framework, followed by a real industrial case study set in the automotive industry to fulfill the objectives of verifying and validating the proposed IQ4.0F with primary data.

This research work demonstrates the value of a “stepwise framework” to facilitate a shift from conventional quality management systems (QMSs) to QMSs 4.0. It uses the IDEF0 modeling methodology and Six Sigma’s DMAIC cycle to structure the steps to be followed to adopt the Quality 4.0 paradigm for QI. It also proves the worth of integrating Six Sigma and ML techniques into the “Analyze” stage of the DMAIC cycle for improving defect prediction in manufacturing processes and supporting problem-solving activities for quality managers.

This research paper introduces a first-of-its-kind Quality 4.0 framework – the IQ4.0F. Each step of the IQ4.0F was verified and validated in an original industrial case study set in the automotive industry. It is the first Quality 4.0 framework, according to the SLR conducted, to utilize the principal component analysis technique as a substitute for “Screening Design” in the Design of Experiments phase and K-means clustering technique for multivariable analysis, identifying process parameters that significantly impact product quality. The proposed IQ4.0F not only empowers decision-makers with the knowledge to launch a Quality 4.0 initiative but also provides quality managers with a systematic problem-solving methodology for quality improvement.

]]>
Integrated quality 4.0 framework for quality improvement based on Six Sigma and machine learning techniques towards zero-defect manufacturing10.1108/TQM-11-2023-0361The TQM Journal2024-03-28© 2024 Emerald Publishing LimitedElisa Gonzalez SantacruzDavid RomeroJulieta NoguezThorsten WuestThe TQM Journalahead-of-printahead-of-print2024-03-2810.1108/TQM-11-2023-0361https://www.emerald.com/insight/content/doi/10.1108/TQM-11-2023-0361/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
Determining the impact of service quality on citizens' satisfaction and the role of citizens' demographics. The case of the Greek citizen's service centershttps://www.emerald.com/insight/content/doi/10.1108/TQM-12-2019-0274/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestCitizen's service centers (CSCs) are front-end delivery public points which aim to reduce bureaucratic procedures and improve citizens' services. The present study, based on the citizens' perceptions, aims to explore the impact of the CSCs' service quality on citizens' satisfaction and also to identify statistically significant differences with regard to service quality dimensions and citizen satisfaction among different groups of citizens. A questionnaire survey was carried out based on the five dimensions of the SERVPERF model. Random sampling was used to acquire a representative and reliable sample of 1,226 respondents. Descriptive statistics, multiple linear regression analysis, T-test and ANOVA were applied to analyze the data. According to the citizens' perceptions, the levels of the service quality dimensions and citizen satisfaction are medium to high. The service quality dimensions have a statistically significant impact on citizens' satisfaction. Moreover, statistically significant differences are observed among groups of citizens in terms of the service quality dimensions and citizen satisfaction. The present study is stimulated by the existing gap identified in the literature in the field of the public sector and more specifically in the CSCs. Building on the public sector literature, the study examines the relationship between service quality dimensions and citizens' satisfaction from the services provided by the Greek CSCs, which are innovative public service organizations operating all over Greece. It also highlights key implications for public organizations and government policy decision-makers based on citizens' demographic characteristics.Determining the impact of service quality on citizens' satisfaction and the role of citizens' demographics. The case of the Greek citizen's service centers
Evangelos Psomas, Nancy Bouranta, Maria Koemtzi, Efthalia Keramida
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

Citizen's service centers (CSCs) are front-end delivery public points which aim to reduce bureaucratic procedures and improve citizens' services. The present study, based on the citizens' perceptions, aims to explore the impact of the CSCs' service quality on citizens' satisfaction and also to identify statistically significant differences with regard to service quality dimensions and citizen satisfaction among different groups of citizens.

A questionnaire survey was carried out based on the five dimensions of the SERVPERF model. Random sampling was used to acquire a representative and reliable sample of 1,226 respondents. Descriptive statistics, multiple linear regression analysis, T-test and ANOVA were applied to analyze the data.

According to the citizens' perceptions, the levels of the service quality dimensions and citizen satisfaction are medium to high. The service quality dimensions have a statistically significant impact on citizens' satisfaction. Moreover, statistically significant differences are observed among groups of citizens in terms of the service quality dimensions and citizen satisfaction.

The present study is stimulated by the existing gap identified in the literature in the field of the public sector and more specifically in the CSCs. Building on the public sector literature, the study examines the relationship between service quality dimensions and citizens' satisfaction from the services provided by the Greek CSCs, which are innovative public service organizations operating all over Greece. It also highlights key implications for public organizations and government policy decision-makers based on citizens' demographic characteristics.

]]>
Determining the impact of service quality on citizens' satisfaction and the role of citizens' demographics. The case of the Greek citizen's service centers10.1108/TQM-12-2019-0274The TQM Journal2020-09-24© 2020 Emerald Publishing LimitedEvangelos PsomasNancy BourantaMaria KoemtziEfthalia KeramidaThe TQM Journalahead-of-printahead-of-print2020-09-2410.1108/TQM-12-2019-0274https://www.emerald.com/insight/content/doi/10.1108/TQM-12-2019-0274/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2020 Emerald Publishing Limited
Extrovert integrated management systemshttps://www.emerald.com/insight/content/doi/10.1108/TQM-12-2019-0294/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe purpose of this research is twofold; firstly, to propose and test a measuring instrument for the efficient and effective integration of management systems (MSs), identifying the particular aspects that may distinguish the substantive (internalized) from the superficial (ceremonial) integration; and secondly, to propose and test a scale for corporate sustainability performance (CSP). A literature review has identified pertinent variables and yielded relevant measuring items. A field survey has been conducted. The survey instrument has been administered to Greek organizations certified to two or more MS standards. Collected data from 280 respondents has been processed using exploratory factor analysis. Internalization has been identified as the main construct to interpret substantial MS integration in terms of resources and the extent of integration. The extracted internalization factors are human resources, strategic resources, information systems, integration tools, outsourcing, internal processes integration level and audits' integration level. CSP has been operationalized in terms of the company's relationships with its stakeholders. The extracted CSP factors are customer–supplier relationship, the employees, investors/shareholders, financial institutions, the environment, state and society. This research findings can be used by management professionals, certification bodies and governmental authorities in order to foster the implementation of multiple MSs and highlight the critical issues for their successful integration and internalization, which is imperative for their prosperity and contribution toward CSP. Practitioners are also provided with an instrument to monitor CSP through the company's relationships with its stakeholders toward satisfaction of their needs. To the best of the authors' knowledge, this is the first empirical study on the internalization of integrated MSs. In addition, the development of a CSP scale intends to bring together corporate sustainability management with CSP.Extrovert integrated management systems
Maria Gianni, Katerina Gotzamani
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

The purpose of this research is twofold; firstly, to propose and test a measuring instrument for the efficient and effective integration of management systems (MSs), identifying the particular aspects that may distinguish the substantive (internalized) from the superficial (ceremonial) integration; and secondly, to propose and test a scale for corporate sustainability performance (CSP).

A literature review has identified pertinent variables and yielded relevant measuring items. A field survey has been conducted. The survey instrument has been administered to Greek organizations certified to two or more MS standards. Collected data from 280 respondents has been processed using exploratory factor analysis.

Internalization has been identified as the main construct to interpret substantial MS integration in terms of resources and the extent of integration. The extracted internalization factors are human resources, strategic resources, information systems, integration tools, outsourcing, internal processes integration level and audits' integration level. CSP has been operationalized in terms of the company's relationships with its stakeholders. The extracted CSP factors are customer–supplier relationship, the employees, investors/shareholders, financial institutions, the environment, state and society.

This research findings can be used by management professionals, certification bodies and governmental authorities in order to foster the implementation of multiple MSs and highlight the critical issues for their successful integration and internalization, which is imperative for their prosperity and contribution toward CSP. Practitioners are also provided with an instrument to monitor CSP through the company's relationships with its stakeholders toward satisfaction of their needs.

To the best of the authors' knowledge, this is the first empirical study on the internalization of integrated MSs. In addition, the development of a CSP scale intends to bring together corporate sustainability management with CSP.

]]>
Extrovert integrated management systems10.1108/TQM-12-2019-0294The TQM Journal2020-07-21© 2020 Emerald Publishing LimitedMaria GianniKaterina GotzamaniThe TQM Journalahead-of-printahead-of-print2020-07-2110.1108/TQM-12-2019-0294https://www.emerald.com/insight/content/doi/10.1108/TQM-12-2019-0294/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2020 Emerald Publishing Limited
Online content responsiveness strategies in the hospitality context: exploratory insights and a research agendahttps://www.emerald.com/insight/content/doi/10.1108/TQM-12-2019-0299/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe article investigates different types of strategies for managing user-generated content (UGC) and provides some insights into their implications. A unique sample of Italian hotels with current and prospective customers in the digital environment is investigated. A taxonomy of user-provider interactions mediated by UGC is developed. A mixed approach was designed to meet the study aims. Firstly, an exploratory factor analysis was performed in order to illuminate different strategies of UGC and electronic word-of-mouth (E-WOM) management. Secondly, a cluster analysis was implemented in order to explain hoteliers' behavior toward users' contents. The study results suggested the existence of three clusters, which reflected three different types of interactions between hotels and customers in the digital domain. Interestingly, most of Italian hotels were found to adopt a reductionist approach to UGC and E-WOM management, turning out to be ineffective to exploit them for the purpose of quality improvement and hospitality service excellence. Hotels were found to be largely unaware of the importance of UGC and web-based communication with customers to improve their digital business strategy. Tailored management approaches are needed to realize the full potential of hotels' online content responsiveness for the purpose of value co-creation and service co-production. This is one of the first studies investigating the strategic and management perspectives embraced by hotels to handle their interactions with customers in the digital arena.Online content responsiveness strategies in the hospitality context: exploratory insights and a research agenda
Maria Vincenza Ciasullo, Raffaella Montera, Rocco Palumbo
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

The article investigates different types of strategies for managing user-generated content (UGC) and provides some insights into their implications.

A unique sample of Italian hotels with current and prospective customers in the digital environment is investigated. A taxonomy of user-provider interactions mediated by UGC is developed. A mixed approach was designed to meet the study aims. Firstly, an exploratory factor analysis was performed in order to illuminate different strategies of UGC and electronic word-of-mouth (E-WOM) management. Secondly, a cluster analysis was implemented in order to explain hoteliers' behavior toward users' contents.

The study results suggested the existence of three clusters, which reflected three different types of interactions between hotels and customers in the digital domain. Interestingly, most of Italian hotels were found to adopt a reductionist approach to UGC and E-WOM management, turning out to be ineffective to exploit them for the purpose of quality improvement and hospitality service excellence.

Hotels were found to be largely unaware of the importance of UGC and web-based communication with customers to improve their digital business strategy. Tailored management approaches are needed to realize the full potential of hotels' online content responsiveness for the purpose of value co-creation and service co-production.

This is one of the first studies investigating the strategic and management perspectives embraced by hotels to handle their interactions with customers in the digital arena.

]]>
Online content responsiveness strategies in the hospitality context: exploratory insights and a research agenda10.1108/TQM-12-2019-0299The TQM Journal2021-01-19© 2020 Maria Vincenza Ciasullo, Raffaella Montera and Rocco PalumboMaria Vincenza CiasulloRaffaella MonteraRocco PalumboThe TQM Journalahead-of-printahead-of-print2021-01-1910.1108/TQM-12-2019-0299https://www.emerald.com/insight/content/doi/10.1108/TQM-12-2019-0299/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2020 Maria Vincenza Ciasullo, Raffaella Montera and Rocco Palumbohttp://creativecommons.org/licences/by/4.0/legalcode
Collaborative design in public services: a wicked problem-reframing casehttps://www.emerald.com/insight/content/doi/10.1108/TQM-12-2019-0300/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestWicked problems require collaborative innovation approaches. Understanding the problem from the users' perspective is essential. Based on a complex and ill-defined case, the purpose of the current paper is to identify some critical success factors in defining the “right problem” to be addressed. An empirical research study was carried out in a low-density municipality (case study). Extensive data were collected from official databases, individual semi-structured interviews and a focus group involving citizens, local authorities, civil servants and other relevant stakeholders. As defined by the central government, the problem to be addressed by the research team was to identify which justice services should be made available locally to a small- and low-density community. The problem was initially formulated using top-down reasoning. In-depth contact with citizens and key local players revealed that the lack of justice services was not “the issue” for that community. Mobility constraints and the shortage of economic opportunities had a considerable impact on the lack of demand for justice services. By using a bottom-up perspective, it was possible to reframe the problem to be addressed and suggest a new concept to be tested at later stages. The approach followed called attention to the importance of listening to citizens and local organisations with a profound knowledge of the territory to effectively identify and circumscribe a local problem in the justice field. The paper highlights the limitations of traditional rational problem-solving approaches and contributes to expanding the voice-of-the-customer principle showing how it can lead to a substantially new definition of the problem to be addressed.Collaborative design in public services: a wicked problem-reframing case
Patrícia Moura e Sá, Catarina Frade, Fernanda Jesus, Mónica Lopes, Teresa Maneca Lima, Vitor Raposo
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

Wicked problems require collaborative innovation approaches. Understanding the problem from the users' perspective is essential. Based on a complex and ill-defined case, the purpose of the current paper is to identify some critical success factors in defining the “right problem” to be addressed.

An empirical research study was carried out in a low-density municipality (case study). Extensive data were collected from official databases, individual semi-structured interviews and a focus group involving citizens, local authorities, civil servants and other relevant stakeholders.

As defined by the central government, the problem to be addressed by the research team was to identify which justice services should be made available locally to a small- and low-density community. The problem was initially formulated using top-down reasoning. In-depth contact with citizens and key local players revealed that the lack of justice services was not “the issue” for that community. Mobility constraints and the shortage of economic opportunities had a considerable impact on the lack of demand for justice services. By using a bottom-up perspective, it was possible to reframe the problem to be addressed and suggest a new concept to be tested at later stages.

The approach followed called attention to the importance of listening to citizens and local organisations with a profound knowledge of the territory to effectively identify and circumscribe a local problem in the justice field.

The paper highlights the limitations of traditional rational problem-solving approaches and contributes to expanding the voice-of-the-customer principle showing how it can lead to a substantially new definition of the problem to be addressed.

]]>
Collaborative design in public services: a wicked problem-reframing case10.1108/TQM-12-2019-0300The TQM Journal2020-07-16© 2020 Emerald Publishing LimitedPatrícia Moura e SáCatarina FradeFernanda JesusMónica LopesTeresa Maneca LimaVitor RaposoThe TQM Journalahead-of-printahead-of-print2020-07-1610.1108/TQM-12-2019-0300https://www.emerald.com/insight/content/doi/10.1108/TQM-12-2019-0300/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2020 Emerald Publishing Limited
Understanding sustainability – the case of building blocks in Tanzania and Ugandahttps://www.emerald.com/insight/content/doi/10.1108/TQM-12-2019-0302/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe purpose of this paper is to describe sustainability of hollow and solid blocks in sub-Saharan Africa. Indicators of stakeholder value are proposed for measuring block sustainability based on comparisons of user building value price and carbon emissions. Block manufacturing processes in Tanzania and Uganda are described and assessed in this context. The results from Uganda indicate that there are economic and environmental advantages in using hollow blocks as long as they are produced to statutory compliance levels. However, where blocks are not produced to standard requirements, the results indicate that it is better to use solid blocks. This surprising result seems to indicate that blocks prepared using low additions of cement might have sufficient functional quality for simple residential building applications even though they might not meet current standard strength requirements and have low cement productivity. These results also indicate that the improvement potential indicated previously cannot be realised when hollow blocks are used for simple construction needs. Clear benchmarks for the best practical level of cement block sustainability seem to be missing. The first reasons is that the lowest acceptable compressive strength has not been defined since standard requirements might not be relevant in the studied context. The second one is that the lowest possible practically achievable cement content with acceptable cement productivity has not been established. Understanding sustainability can be very difficult and substantial work needs to be done to introduce operational sustainability indicators. The results contribute to the discussion of understanding, defining and measuring sustainability.Understanding sustainability – the case of building blocks in Tanzania and Uganda
Raine Isaksson, Apollo Buregyeya
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

The purpose of this paper is to describe sustainability of hollow and solid blocks in sub-Saharan Africa.

Indicators of stakeholder value are proposed for measuring block sustainability based on comparisons of user building value price and carbon emissions. Block manufacturing processes in Tanzania and Uganda are described and assessed in this context.

The results from Uganda indicate that there are economic and environmental advantages in using hollow blocks as long as they are produced to statutory compliance levels. However, where blocks are not produced to standard requirements, the results indicate that it is better to use solid blocks. This surprising result seems to indicate that blocks prepared using low additions of cement might have sufficient functional quality for simple residential building applications even though they might not meet current standard strength requirements and have low cement productivity. These results also indicate that the improvement potential indicated previously cannot be realised when hollow blocks are used for simple construction needs.

Clear benchmarks for the best practical level of cement block sustainability seem to be missing. The first reasons is that the lowest acceptable compressive strength has not been defined since standard requirements might not be relevant in the studied context. The second one is that the lowest possible practically achievable cement content with acceptable cement productivity has not been established.

Understanding sustainability can be very difficult and substantial work needs to be done to introduce operational sustainability indicators.

The results contribute to the discussion of understanding, defining and measuring sustainability.

]]>
Understanding sustainability – the case of building blocks in Tanzania and Uganda10.1108/TQM-12-2019-0302The TQM Journal2020-08-10© 2020 Emerald Publishing LimitedRaine IsakssonApollo BuregyeyaThe TQM Journalahead-of-printahead-of-print2020-08-1010.1108/TQM-12-2019-0302https://www.emerald.com/insight/content/doi/10.1108/TQM-12-2019-0302/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2020 Emerald Publishing Limited
The role of the museumscape on positive word of mouth: examining Italian museumshttps://www.emerald.com/insight/content/doi/10.1108/TQM-12-2019-0306/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to develop an all-encompassing model to analyse various aspects of atmospherics, including components of the museum space and its physical surroundings. Moreover, it evaluates whether the identified attributes of the “museumscape” affect the positive word of mouth of museum visitors. This exploratory study adopts a quantitative methodology. Data were collected through direct interviews with visitors at three Italian art museums and through a structured questionnaire. All dimensions were measured with multiple items on a five-point Likert scale. To assess the influence of the museumscape attributes on positive word of mouth, a structural equation model is performed adopting the two-stage testing procedure estimating the measurement model in the first stage and running a confirmatory factor analysis to assess reliability and demonstrate convergent and discriminant validity for all multi-item measures. Six attributes of the museumscape are delineated (ambient conditions; facilities and convenience; signs and signage; staff behaviour; art gallery quality; exhibition space aesthetics). The latter three positively influence visitors' positive word of mouth. The study expands frameworks from previous service museum marketing research in general and service museum research on atmospherics in particular. The framework developed here identifies the direct predictive power of museumscape cues on positive museum visitor's word of mouth, thus increasing knowledge of the customer service experience and service quality and atmospherics management. The constructs discovered here may help museum managers to carefully design and manage the museumscape to enhance visitors' satisfaction and loyalty. This study is the first application of servicescape theory in the museum context; previous applications focus on for-profit sectors.The role of the museumscape on positive word of mouth: examining Italian museums
Emanuela Conti, Massimiliano Vesci, Paola Castellani, Chiara Rossato
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims to develop an all-encompassing model to analyse various aspects of atmospherics, including components of the museum space and its physical surroundings. Moreover, it evaluates whether the identified attributes of the “museumscape” affect the positive word of mouth of museum visitors.

This exploratory study adopts a quantitative methodology. Data were collected through direct interviews with visitors at three Italian art museums and through a structured questionnaire. All dimensions were measured with multiple items on a five-point Likert scale. To assess the influence of the museumscape attributes on positive word of mouth, a structural equation model is performed adopting the two-stage testing procedure estimating the measurement model in the first stage and running a confirmatory factor analysis to assess reliability and demonstrate convergent and discriminant validity for all multi-item measures.

Six attributes of the museumscape are delineated (ambient conditions; facilities and convenience; signs and signage; staff behaviour; art gallery quality; exhibition space aesthetics). The latter three positively influence visitors' positive word of mouth.

The study expands frameworks from previous service museum marketing research in general and service museum research on atmospherics in particular. The framework developed here identifies the direct predictive power of museumscape cues on positive museum visitor's word of mouth, thus increasing knowledge of the customer service experience and service quality and atmospherics management.

The constructs discovered here may help museum managers to carefully design and manage the museumscape to enhance visitors' satisfaction and loyalty.

This study is the first application of servicescape theory in the museum context; previous applications focus on for-profit sectors.

]]>
The role of the museumscape on positive word of mouth: examining Italian museums10.1108/TQM-12-2019-0306The TQM Journal2020-07-07© 2020 Emerald Publishing LimitedEmanuela ContiMassimiliano VesciPaola CastellaniChiara RossatoThe TQM Journalahead-of-printahead-of-print2020-07-0710.1108/TQM-12-2019-0306https://www.emerald.com/insight/content/doi/10.1108/TQM-12-2019-0306/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2020 Emerald Publishing Limited
TQM's presence within legal systems: example of impact on Australian higher educationhttps://www.emerald.com/insight/content/doi/10.1108/TQM-12-2019-0307/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe purpose of this study is to investigate the extent to which TQM has influenced the legal system in Australia, an area seldom investigated in the quality or legal literature. Documentary and policy analysis of legislation, rules and rulemaking documentation based on a partial application of historical-policy analysis (HPA). Textual analysis was based on Dean and Bowen's (1994) definition of TQM and Vinni's (2007) review of new public management and Swiss (1992) “reformed TQM” concepts. Australia's Tertiary Education Quality and Standards Agency Act of 2011 and supporting legal documents such as Guidance Notes include language reflective of TQM principles, providing evidence that present-day administrative law schemes include TQM practices and tools to undergird procedures of regulatory expectations (sometimes in the form of standards), monitoring and general operations. Oftentimes, it is the supporting legal documentation where TQM practices are found and operationalized. This is a proof-of-concept research study to determine the feasibility to identify TQM concepts within the existing language of legal statutes and supporting regulatory documentation. As such this study worked out the preliminary research challenges in performing this type of analysis. Understanding TQM's impact on legal systems expands the system's perspective of organizations that do not always factor in the influence government policy has on organizational behaviours and outlooks. More specifically, understanding TQM's influence sheds insight on regulatory requirements imposed on a sector and the normative aspects of regulatory compliance that impact the operations and strategic planning of organizations. The article provides an example of how legal administrative rulemaking influences organizational operational and strategic activities to remain viable in the organization's business or industrial sector. There are few research papers or literature reviews pertaining to the subject of TQM concepts embedded in laws and regulations, most of which date from the 1980s through early 2000s.TQM's presence within legal systems: example of impact on Australian higher education
Fernando F. Padró, Karen Trimmer, Heejin Chang, Jonathan H. Green
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

The purpose of this study is to investigate the extent to which TQM has influenced the legal system in Australia, an area seldom investigated in the quality or legal literature.

Documentary and policy analysis of legislation, rules and rulemaking documentation based on a partial application of historical-policy analysis (HPA). Textual analysis was based on Dean and Bowen's (1994) definition of TQM and Vinni's (2007) review of new public management and Swiss (1992) “reformed TQM” concepts.

Australia's Tertiary Education Quality and Standards Agency Act of 2011 and supporting legal documents such as Guidance Notes include language reflective of TQM principles, providing evidence that present-day administrative law schemes include TQM practices and tools to undergird procedures of regulatory expectations (sometimes in the form of standards), monitoring and general operations. Oftentimes, it is the supporting legal documentation where TQM practices are found and operationalized.

This is a proof-of-concept research study to determine the feasibility to identify TQM concepts within the existing language of legal statutes and supporting regulatory documentation. As such this study worked out the preliminary research challenges in performing this type of analysis.

Understanding TQM's impact on legal systems expands the system's perspective of organizations that do not always factor in the influence government policy has on organizational behaviours and outlooks. More specifically, understanding TQM's influence sheds insight on regulatory requirements imposed on a sector and the normative aspects of regulatory compliance that impact the operations and strategic planning of organizations.

The article provides an example of how legal administrative rulemaking influences organizational operational and strategic activities to remain viable in the organization's business or industrial sector.

There are few research papers or literature reviews pertaining to the subject of TQM concepts embedded in laws and regulations, most of which date from the 1980s through early 2000s.

]]>
TQM's presence within legal systems: example of impact on Australian higher education10.1108/TQM-12-2019-0307The TQM Journal2020-07-03© 2020 Emerald Publishing LimitedFernando F. PadróKaren TrimmerHeejin ChangJonathan H. GreenThe TQM Journalahead-of-printahead-of-print2020-07-0310.1108/TQM-12-2019-0307https://www.emerald.com/insight/content/doi/10.1108/TQM-12-2019-0307/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2020 Emerald Publishing Limited
Exploring some marketing practices in management consulting firms: evidence from small service firms in Italyhttps://www.emerald.com/insight/content/doi/10.1108/TQM-12-2019-0308/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe purpose of the paper is to investigate the marketing and communication activities carried out by small management consulting firms and how they relate to customers. After the framing of the literature on the subject, the study is based on the results of a survey carried out through an online questionnaire. The sample under investigation is represented by 914 small consulting firms located in central Italy. Results show that half of the sample carried out marketing and communication activities, mainly through the website and social media, while others participating in events as speakers at conferences. It also emerges that management consulting firms carry out activities aimed at maintaining relationship with customers even if they do not invest time in market research in order to find potential and new clients. The study suggests that management consulting firms should adopt a systematic and strategic approach to communication and should develop a complete and integrated digital communication strategy, as well as to rethink the consulting business model. There are no previous studies that provide insight into the everyday practice of marketing and communication of small management consulting services in today's dynamic and changing economic environment.Exploring some marketing practices in management consulting firms: evidence from small service firms in Italy
Linda Gabbianelli, Tonino Pencarelli
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

The purpose of the paper is to investigate the marketing and communication activities carried out by small management consulting firms and how they relate to customers.

After the framing of the literature on the subject, the study is based on the results of a survey carried out through an online questionnaire. The sample under investigation is represented by 914 small consulting firms located in central Italy.

Results show that half of the sample carried out marketing and communication activities, mainly through the website and social media, while others participating in events as speakers at conferences. It also emerges that management consulting firms carry out activities aimed at maintaining relationship with customers even if they do not invest time in market research in order to find potential and new clients.

The study suggests that management consulting firms should adopt a systematic and strategic approach to communication and should develop a complete and integrated digital communication strategy, as well as to rethink the consulting business model.

There are no previous studies that provide insight into the everyday practice of marketing and communication of small management consulting services in today's dynamic and changing economic environment.

]]>
Exploring some marketing practices in management consulting firms: evidence from small service firms in Italy10.1108/TQM-12-2019-0308The TQM Journal2021-01-19© 2020 Linda Gabbianelli and Tonino PencarelliLinda GabbianelliTonino PencarelliThe TQM Journalahead-of-printahead-of-print2021-01-1910.1108/TQM-12-2019-0308https://www.emerald.com/insight/content/doi/10.1108/TQM-12-2019-0308/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2020 Linda Gabbianelli and Tonino Pencarellihttp://creativecommons.org/licences/by/4.0/legalcode
Predicting customer loyalty to Airbnb using PLS-SEM: the role of authenticity, interactivity, involvement and customer engagementhttps://www.emerald.com/insight/content/doi/10.1108/TQM-12-2021-0348/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestDrawing on social exchange theory, this study clarifies the roles of authenticity, interactivity and involvement in predicting customer engagement (CE) and, ultimately, customer loyalty towards an online peer-to-peer accommodation platform. In addition, the study explores the effect of interactivity in increasing authenticity. Data were collected through an online questionnaire of a sample of Italian tourists who had previously booked a service on Airbnb. The analyses were conducted by adopting partial least squares structural equation modelling. The model has high power in predicting customer loyalty to an online peer-to-peer accommodation platform. Specifically, involvement is the primary predictor of CE and customer loyalty. Authenticity and interactivity also have a significant and positive effect both on CE and customer loyalty. In addition, CE partially mediates the relationship between authenticity, interactivity and involvement and customer loyalty. Finally, interactivity has a significant positive effect on authenticity. The results encourage hospitality service providers to invest in the creation (and co-creation) of authentic experiences to increase CE and customer loyalty. Hospitality managers can also enhance CE by increasing involvement and interaction with customers through various touchpoints (online and offline) in different moments of the customer journey. This study proposes an original model to predict customer loyalty to peer-to-peer hospitality platforms. The findings shed new light on the drivers of CE and provide empirical support for the mediating effect of CE. The study also contributes to the literature on authenticity by demonstrating the positive effect of interactivity on authenticity.Predicting customer loyalty to Airbnb using PLS-SEM: the role of authenticity, interactivity, involvement and customer engagement
Rezarta Sallaku, Vania Vigolo
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

Drawing on social exchange theory, this study clarifies the roles of authenticity, interactivity and involvement in predicting customer engagement (CE) and, ultimately, customer loyalty towards an online peer-to-peer accommodation platform. In addition, the study explores the effect of interactivity in increasing authenticity.

Data were collected through an online questionnaire of a sample of Italian tourists who had previously booked a service on Airbnb. The analyses were conducted by adopting partial least squares structural equation modelling.

The model has high power in predicting customer loyalty to an online peer-to-peer accommodation platform. Specifically, involvement is the primary predictor of CE and customer loyalty. Authenticity and interactivity also have a significant and positive effect both on CE and customer loyalty. In addition, CE partially mediates the relationship between authenticity, interactivity and involvement and customer loyalty. Finally, interactivity has a significant positive effect on authenticity.

The results encourage hospitality service providers to invest in the creation (and co-creation) of authentic experiences to increase CE and customer loyalty. Hospitality managers can also enhance CE by increasing involvement and interaction with customers through various touchpoints (online and offline) in different moments of the customer journey.

This study proposes an original model to predict customer loyalty to peer-to-peer hospitality platforms. The findings shed new light on the drivers of CE and provide empirical support for the mediating effect of CE. The study also contributes to the literature on authenticity by demonstrating the positive effect of interactivity on authenticity.

]]>
Predicting customer loyalty to Airbnb using PLS-SEM: the role of authenticity, interactivity, involvement and customer engagement10.1108/TQM-12-2021-0348The TQM Journal2022-12-20© 2022 Rezarta Sallaku and Vania VigoloRezarta SallakuVania VigoloThe TQM Journalahead-of-printahead-of-print2022-12-2010.1108/TQM-12-2021-0348https://www.emerald.com/insight/content/doi/10.1108/TQM-12-2021-0348/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2022 Rezarta Sallaku and Vania Vigolohttp://creativecommons.org/licences/by/4.0/legalcode
Role of Lean Six Sigma in manufacturing setting: a systematic literature review and agenda for future researchhttps://www.emerald.com/insight/content/doi/10.1108/TQM-12-2022-0338/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe purpose of this study is to present the systematic literature review (SLR) on Lean Six Sigma (LSS) by exploring the state of the art on growth of literature on LSS within the manufacturing sector, critical factors to implement LSS, the role of LSS in the manufacturing sector from an implementation and sustainability viewpoint and Industry 4.0 viewpoints while highlighting the research gaps. An SLR of 2,876 published articles extracted from Scopus, WoS, Emerald Insight, IEEE Xplore, Taylor & Francis, Springer and Inderscience databases was carried out following the protocol of systematic review. In total, 154 articles published in different journals over the past 10 years were selected for quantitative and qualitative analysis which revealed a number of research gaps. The findings of the SLR revealed the growth of literature on LSS within the manufacturing sector. The review also highlighted the most cited critical success factors, critical failure factors, performance indicators and associated tools and techniques applied during LSS implementation. The review also focused on studies related to LSS and sustainability viewpoint and LSS and Industry 4.0 viewpoints. The findings of this SLR can help senior managers, practitioners and researchers to understand the current developments and future requirements to adopt LSS in manufacturing sectors from sustainability and Industry 4.0 viewpoints. Academic publications in the context of the role of LSS in various research streams are sparse, and to the best of the authors’ knowledge, this paper is one of the first SLRs which explore current developments and future requirements to implement LSS from sustainability and Industry 4.0 perspective.Role of Lean Six Sigma in manufacturing setting: a systematic literature review and agenda for future research
Sandeep Kumar, Vikas Swarnakar, Rakesh Kumar Phanden, Dinesh Khanduja, Ayon Chakraborty
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

The purpose of this study is to present the systematic literature review (SLR) on Lean Six Sigma (LSS) by exploring the state of the art on growth of literature on LSS within the manufacturing sector, critical factors to implement LSS, the role of LSS in the manufacturing sector from an implementation and sustainability viewpoint and Industry 4.0 viewpoints while highlighting the research gaps.

An SLR of 2,876 published articles extracted from Scopus, WoS, Emerald Insight, IEEE Xplore, Taylor & Francis, Springer and Inderscience databases was carried out following the protocol of systematic review. In total, 154 articles published in different journals over the past 10 years were selected for quantitative and qualitative analysis which revealed a number of research gaps.

The findings of the SLR revealed the growth of literature on LSS within the manufacturing sector. The review also highlighted the most cited critical success factors, critical failure factors, performance indicators and associated tools and techniques applied during LSS implementation. The review also focused on studies related to LSS and sustainability viewpoint and LSS and Industry 4.0 viewpoints.

The findings of this SLR can help senior managers, practitioners and researchers to understand the current developments and future requirements to adopt LSS in manufacturing sectors from sustainability and Industry 4.0 viewpoints.

Academic publications in the context of the role of LSS in various research streams are sparse, and to the best of the authors’ knowledge, this paper is one of the first SLRs which explore current developments and future requirements to implement LSS from sustainability and Industry 4.0 perspective.

]]>
Role of Lean Six Sigma in manufacturing setting: a systematic literature review and agenda for future research10.1108/TQM-12-2022-0338The TQM Journal2023-06-27© 2023 Emerald Publishing LimitedSandeep KumarVikas SwarnakarRakesh Kumar PhandenDinesh KhandujaAyon ChakrabortyThe TQM Journalahead-of-printahead-of-print2023-06-2710.1108/TQM-12-2022-0338https://www.emerald.com/insight/content/doi/10.1108/TQM-12-2022-0338/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Critical success factors for a combined lean and ISO 14001 implementation in the manufacturing industry: a systematic literature reviewhttps://www.emerald.com/insight/content/doi/10.1108/TQM-12-2022-0347/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe concept of lean and ISO 14001 as a combined approach is an evolving strategy for streamlining operational processes and attaining environmental sustainability in the manufacturing context. This paper explores the critical success factors (CSFs) for a combined lean and ISO 14001 implementation in the manufacturing industry for achieving the operational and environmental benefits. A systematic literature review (SLR) based on Scopus and Web of Science databases is conducted to present peer-reviewed articles on the CSFs for lean and ISO 14001 implementation in manufacturing operations. This article applies the CSF theory to classify the CSFs for a joint lean and ISO 14001 adoption. Numerous CSFs are synthesised from the SLR across seven theoretical contexts of industry, competitive strategy, managerial position, environmental, temporal, internal/external, monitoring and building/adapting factors for a combined lean and ISO14001 implementation. Numerous CSFs are synthesised from the SLR across seven theoretical contexts of strategic direction, competitive strategy, leadership and management, environmental, temporal, internal/external, monitoring and continuous process improvement factors for a combined lean and ISO 14001 implementation. This paper contributes to academic scholarship by providing a theoretical perspective through classification of CSFs for a combined lean and ISO 14001 implementation to achieve operational and environmental performance. This paper also contributes to practitioners and policymakers who can use the emergent theoretical framework for application in practice for a more efficient and effective deployment of both strategies in the manufacturing industry. To the best of author's knowledge, this study is the first to propose a theoretical framework of CSFs for a combined lean and ISO 14001 implementation based on the CSF theory and SLR findings in the manufacturing industry.Critical success factors for a combined lean and ISO 14001 implementation in the manufacturing industry: a systematic literature review
Aqeel Ahmed, Sanjay Mathrani
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

The concept of lean and ISO 14001 as a combined approach is an evolving strategy for streamlining operational processes and attaining environmental sustainability in the manufacturing context. This paper explores the critical success factors (CSFs) for a combined lean and ISO 14001 implementation in the manufacturing industry for achieving the operational and environmental benefits.

A systematic literature review (SLR) based on Scopus and Web of Science databases is conducted to present peer-reviewed articles on the CSFs for lean and ISO 14001 implementation in manufacturing operations. This article applies the CSF theory to classify the CSFs for a joint lean and ISO 14001 adoption.

Numerous CSFs are synthesised from the SLR across seven theoretical contexts of industry, competitive strategy, managerial position, environmental, temporal, internal/external, monitoring and building/adapting factors for a combined lean and ISO14001 implementation.

Numerous CSFs are synthesised from the SLR across seven theoretical contexts of strategic direction, competitive strategy, leadership and management, environmental, temporal, internal/external, monitoring and continuous process improvement factors for a combined lean and ISO 14001 implementation.

This paper contributes to academic scholarship by providing a theoretical perspective through classification of CSFs for a combined lean and ISO 14001 implementation to achieve operational and environmental performance. This paper also contributes to practitioners and policymakers who can use the emergent theoretical framework for application in practice for a more efficient and effective deployment of both strategies in the manufacturing industry.

To the best of author's knowledge, this study is the first to propose a theoretical framework of CSFs for a combined lean and ISO 14001 implementation based on the CSF theory and SLR findings in the manufacturing industry.

]]>
Critical success factors for a combined lean and ISO 14001 implementation in the manufacturing industry: a systematic literature review10.1108/TQM-12-2022-0347The TQM Journal2023-07-11© 2023 Emerald Publishing LimitedAqeel AhmedSanjay MathraniThe TQM Journalahead-of-printahead-of-print2023-07-1110.1108/TQM-12-2022-0347https://www.emerald.com/insight/content/doi/10.1108/TQM-12-2022-0347/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Rethinking risk management in times of crisis: the effect of COVID-19 on small and medium-sized enterprises in Scotlandhttps://www.emerald.com/insight/content/doi/10.1108/TQM-12-2022-0353/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe Scottish economy was experiencing steady growth prior the hit of the COVID-19, with the pandemic causing the government to announce extreme lockdown measures with unprecedented impact on small and medium-sized enterprises (SMEs). Whilst some of the industry sectors in Scotland took a lighter hit, a large part of the organizations had to either adapt or completely disrupt their business. An essential aspect of their survival, risk management (RM) was among the areas requiring the most significant acceleration. This study compared the RM practices implemented by Scottish SMEs prior and after the outbreak as well as examined the attitudes of key decision-makers in the SMEs in relation to risk, including their perceived readiness for another crisis of similar significance. An online survey based on ISO 31000 RM guidelines was distributed to 232 Scottish SMEs. Based on the official government reports and existing knowledge on how SMEs around the world have handled crisis events within the past 20 years, the authors developed the hypothesis that crisis events significantly accelerate SMEs' RM implementation. Around 13 items were tested in relation to the hypothesis and responses were tested via two-tailed T-test to establish significant statistical difference. The research provides insight into the current state of risk management practices implemented by Scottish SMEs. As expected, SMEs showed significant difference in their RM implementation prior and after the COVID-19 outbreak. Whilst this has been viewed as a positive, motivations, priorities and approaches in managing risk demonstrated by the SMEs is questionable with views to their sustainable long-term recovery. The study highlights the lack of confidence instilled within the SMEs that they can handle another crisis of similar significance and provides directions for further investigation and improvements with the aim of helping the SMEs prepare better to mitigate the consequences of future crisis events. In academic sense, the study offers a tested universal framework and a detailed questionnaire for assessment of RM strategy, applicable to organisations of various type, size and geography. Several implications with regards to managerial practices have been highlighted, including the neglect of the SMEs’ own internal environments and its significance in their risk strategies, the predominantly reactive approach to RM displayed by most Scottish SMEs as well as the neglect of compliance risk leading to potential quality and customer satisfaction issues preventing SMEs from full post-crisis recovery.Rethinking risk management in times of crisis: the effect of COVID-19 on small and medium-sized enterprises in Scotland
Ralitsa Arnaudova, Evi Viza, Michele Cano
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

The Scottish economy was experiencing steady growth prior the hit of the COVID-19, with the pandemic causing the government to announce extreme lockdown measures with unprecedented impact on small and medium-sized enterprises (SMEs). Whilst some of the industry sectors in Scotland took a lighter hit, a large part of the organizations had to either adapt or completely disrupt their business. An essential aspect of their survival, risk management (RM) was among the areas requiring the most significant acceleration. This study compared the RM practices implemented by Scottish SMEs prior and after the outbreak as well as examined the attitudes of key decision-makers in the SMEs in relation to risk, including their perceived readiness for another crisis of similar significance.

An online survey based on ISO 31000 RM guidelines was distributed to 232 Scottish SMEs. Based on the official government reports and existing knowledge on how SMEs around the world have handled crisis events within the past 20 years, the authors developed the hypothesis that crisis events significantly accelerate SMEs' RM implementation. Around 13 items were tested in relation to the hypothesis and responses were tested via two-tailed T-test to establish significant statistical difference.

The research provides insight into the current state of risk management practices implemented by Scottish SMEs. As expected, SMEs showed significant difference in their RM implementation prior and after the COVID-19 outbreak. Whilst this has been viewed as a positive, motivations, priorities and approaches in managing risk demonstrated by the SMEs is questionable with views to their sustainable long-term recovery. The study highlights the lack of confidence instilled within the SMEs that they can handle another crisis of similar significance and provides directions for further investigation and improvements with the aim of helping the SMEs prepare better to mitigate the consequences of future crisis events.

In academic sense, the study offers a tested universal framework and a detailed questionnaire for assessment of RM strategy, applicable to organisations of various type, size and geography. Several implications with regards to managerial practices have been highlighted, including the neglect of the SMEs’ own internal environments and its significance in their risk strategies, the predominantly reactive approach to RM displayed by most Scottish SMEs as well as the neglect of compliance risk leading to potential quality and customer satisfaction issues preventing SMEs from full post-crisis recovery.

]]>
Rethinking risk management in times of crisis: the effect of COVID-19 on small and medium-sized enterprises in Scotland10.1108/TQM-12-2022-0353The TQM Journal2024-01-03© 2023 Emerald Publishing LimitedRalitsa ArnaudovaEvi VizaMichele CanoThe TQM Journalahead-of-printahead-of-print2024-01-0310.1108/TQM-12-2022-0353https://www.emerald.com/insight/content/doi/10.1108/TQM-12-2022-0353/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
A state of the art of Lean Six Sigma in the Indian context – 21st century: a bibliometric analysishttps://www.emerald.com/insight/content/doi/10.1108/TQM-12-2022-0357/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis research aims to conduct a literature review of Lean Six Sigma (LSS) in the Indian context and related research publications and apply bibliometric analysis and the author's visualization to map research trends in this area. This article conducts a bibliometric analysis of LSS-related research in the Indian context using data gathered from Scopus and Web of Science databases from 2011 to 2022. The review provides information on LSS-related research in the Indian context and evaluates performance based on primary sources, authors, keywords, countries, affiliations, and documents. The analysis employs the Biblioshiny app and Bibliometrix R-tool for data analysis and scientific mapping. The results of the bibliometric analysis indicate that the LSS culture has widely spread in India. The International Journal of Lean Six Sigma and Production Planning and Control were found to be the most productive sources for publishing LSS-related research articles. Antony J. was identified as the most active author in this field, contributing the most over the years. Among all organizations, NITs have conducted the most comprehensive research on LSS, indicating their significant investment of resources and efforts in studying this methodology and its applications in India. Additionally, the study examined the intellectual, social, and conceptual structures to identify implicit gaps and future research opportunities. The findings of this study can inform academicians, researchers, practitioners, and policymakers about the state-of-the-art and the specifics of the most prolific studies. This study will facilitate their exploration of emerging research areas in LSS. To the best of the authors knowledge, this is the first bibliometric analysis of LSS in the Indian context, providing an overview of relevant publications published between 2011 and 2022. This study analyzed 194 articles on LSS in India, which can help researchers and academics identify emerging research areas, suitable collaborators, and relevant journals for future publications.A state of the art of Lean Six Sigma in the Indian context – 21st century: a bibliometric analysis
G. Citybabu, S. Yamini
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

This research aims to conduct a literature review of Lean Six Sigma (LSS) in the Indian context and related research publications and apply bibliometric analysis and the author's visualization to map research trends in this area.

This article conducts a bibliometric analysis of LSS-related research in the Indian context using data gathered from Scopus and Web of Science databases from 2011 to 2022. The review provides information on LSS-related research in the Indian context and evaluates performance based on primary sources, authors, keywords, countries, affiliations, and documents. The analysis employs the Biblioshiny app and Bibliometrix R-tool for data analysis and scientific mapping.

The results of the bibliometric analysis indicate that the LSS culture has widely spread in India. The International Journal of Lean Six Sigma and Production Planning and Control were found to be the most productive sources for publishing LSS-related research articles. Antony J. was identified as the most active author in this field, contributing the most over the years. Among all organizations, NITs have conducted the most comprehensive research on LSS, indicating their significant investment of resources and efforts in studying this methodology and its applications in India. Additionally, the study examined the intellectual, social, and conceptual structures to identify implicit gaps and future research opportunities.

The findings of this study can inform academicians, researchers, practitioners, and policymakers about the state-of-the-art and the specifics of the most prolific studies. This study will facilitate their exploration of emerging research areas in LSS.

To the best of the authors knowledge, this is the first bibliometric analysis of LSS in the Indian context, providing an overview of relevant publications published between 2011 and 2022. This study analyzed 194 articles on LSS in India, which can help researchers and academics identify emerging research areas, suitable collaborators, and relevant journals for future publications.

]]>
A state of the art of Lean Six Sigma in the Indian context – 21st century: a bibliometric analysis10.1108/TQM-12-2022-0357The TQM Journal2023-07-28© 2023 Emerald Publishing LimitedG. CitybabuS. YaminiThe TQM Journalahead-of-printahead-of-print2023-07-2810.1108/TQM-12-2022-0357https://www.emerald.com/insight/content/doi/10.1108/TQM-12-2022-0357/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
How integrated store-service quality promotes omnichannel shoppers’ word-of-mouth behaviors: the moderating role of perceived relationship investment and the shopper’s perceived valuehttps://www.emerald.com/insight/content/doi/10.1108/TQM-12-2022-0364/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe post-purchase behavioral responses of omnichannel shoppers, who mainly rely on physical stores (acknowledged as a crucial channel in providing a seamless shopping experience and fulfilling the dynamic needs of the shoppers), are still understudied. The purpose of this paper is to examine how integrated store service quality (ISSQ) can contribute to a more optimal shopping experience (cognitive, affective and relational) and have a subsequent impact on shoppers’ psychological ownership toward the store, resulting in the generation of (face-to-face, online and social media) word of mouth (WOM). The research is descriptive, quantitative and cross-sectional investigation. A purposive sampling technique was used for selecting the study respondents. The data were collected from 786 Indian omnichannel shoppers using a validated self-administered questionnaire. The proposed conceptual model was tested using partial least squares structural equation modeling. The results indicate that all three dimensions of omnichannel customer experience (cognitive, affective and relational) positively mediate the relationship between ISSQ and psychological ownership, subsequently impacting all three WOM behaviors of omnichannel shoppers (face-to-face, online store and social media). The customer’s perceived value with the store and their perceived retailer relationship investment significantly moderated the relationship between ISSQ and different WOM behaviors (face-to-face, online store and social media). This research also demonstrated the direct impact of ISSQ on WOM and the indirect impact through different customer experience dimensions and psychological ownership. The sample used in the study was not probabilistic and, therefore, presents limitations for the possibility of generalizing the results. The study was performed in a cross-sectional methodology in the Indian context; there is a need for longitudinal investigation. This study addresses the need to investigate different dimensions of omnichannel customer experience that might influence various post-purchase behavioral responses. This study is the first to show that ISSQ might affect omnichannel shoppers' online, offline and social media word-of-mouth behaviors through different customer experience dimensions and the customer’s sense of belongingness to the store. The moderating effect of customer perceived value with the retailer and their perception of retailers’ investment in a relationship on proposed hypotheses was also tested to give managerial recommendations.How integrated store-service quality promotes omnichannel shoppers’ word-of-mouth behaviors: the moderating role of perceived relationship investment and the shopper’s perceived value
Thamaraiselvan Natarajan, Deepak Ramanan Veera Raghavan
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

The post-purchase behavioral responses of omnichannel shoppers, who mainly rely on physical stores (acknowledged as a crucial channel in providing a seamless shopping experience and fulfilling the dynamic needs of the shoppers), are still understudied. The purpose of this paper is to examine how integrated store service quality (ISSQ) can contribute to a more optimal shopping experience (cognitive, affective and relational) and have a subsequent impact on shoppers’ psychological ownership toward the store, resulting in the generation of (face-to-face, online and social media) word of mouth (WOM).

The research is descriptive, quantitative and cross-sectional investigation. A purposive sampling technique was used for selecting the study respondents. The data were collected from 786 Indian omnichannel shoppers using a validated self-administered questionnaire. The proposed conceptual model was tested using partial least squares structural equation modeling.

The results indicate that all three dimensions of omnichannel customer experience (cognitive, affective and relational) positively mediate the relationship between ISSQ and psychological ownership, subsequently impacting all three WOM behaviors of omnichannel shoppers (face-to-face, online store and social media). The customer’s perceived value with the store and their perceived retailer relationship investment significantly moderated the relationship between ISSQ and different WOM behaviors (face-to-face, online store and social media). This research also demonstrated the direct impact of ISSQ on WOM and the indirect impact through different customer experience dimensions and psychological ownership.

The sample used in the study was not probabilistic and, therefore, presents limitations for the possibility of generalizing the results. The study was performed in a cross-sectional methodology in the Indian context; there is a need for longitudinal investigation.

This study addresses the need to investigate different dimensions of omnichannel customer experience that might influence various post-purchase behavioral responses. This study is the first to show that ISSQ might affect omnichannel shoppers' online, offline and social media word-of-mouth behaviors through different customer experience dimensions and the customer’s sense of belongingness to the store. The moderating effect of customer perceived value with the retailer and their perception of retailers’ investment in a relationship on proposed hypotheses was also tested to give managerial recommendations.

]]>
How integrated store-service quality promotes omnichannel shoppers’ word-of-mouth behaviors: the moderating role of perceived relationship investment and the shopper’s perceived value10.1108/TQM-12-2022-0364The TQM Journal2023-05-11© 2023 Emerald Publishing LimitedThamaraiselvan NatarajanDeepak Ramanan Veera RaghavanThe TQM Journalahead-of-printahead-of-print2023-05-1110.1108/TQM-12-2022-0364https://www.emerald.com/insight/content/doi/10.1108/TQM-12-2022-0364/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Systematic literature review of machine learning for manufacturing supply chainhttps://www.emerald.com/insight/content/doi/10.1108/TQM-12-2022-0365/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestIn today's fast developing era, the volume of data is increasing day by day. The traditional methods are lagging for efficiently managing the huge amount of data. The adoption of machine learning techniques helps in efficient management of data and draws relevant patterns from that data. The main aim of this research paper is to provide brief information about the proposed adoption of machine learning techniques in different sectors of manufacturing supply chain. This research paper has done rigorous systematic literature review of adoption of machine learning techniques in manufacturing supply chain from year 2015 to 2023. Out of 511 papers, 74 papers are shortlisted for detailed analysis. The papers are subcategorised into 8 sections which helps in scrutinizing the work done in manufacturing supply chain. This paper helps in finding out the contribution of application of machine learning techniques in manufacturing field mostly in automotive sector. The research is limited to papers published from year 2015 to year 2023. The limitation of the current research that book chapters, unpublished work, white papers and conference papers are not considered for study. Only English language articles and review papers are studied in brief. This study helps in adoption of machine learning techniques in manufacturing supply chain. This study is one of the few studies which investigate machine learning techniques in manufacturing sector and supply chain through systematic literature survey. A comprehensive understanding of Machine Learning techniques is presented.The state of art of adoption of Machine Learning techniques are investigated.The methodology of (SLR) is proposed.An innovative study of Machine Learning techniques in manufacturing supply chain.Systematic literature review of machine learning for manufacturing supply chain
Smita Abhijit Ganjare, Sunil M. Satao, Vaibhav Narwane
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

In today's fast developing era, the volume of data is increasing day by day. The traditional methods are lagging for efficiently managing the huge amount of data. The adoption of machine learning techniques helps in efficient management of data and draws relevant patterns from that data. The main aim of this research paper is to provide brief information about the proposed adoption of machine learning techniques in different sectors of manufacturing supply chain.

This research paper has done rigorous systematic literature review of adoption of machine learning techniques in manufacturing supply chain from year 2015 to 2023. Out of 511 papers, 74 papers are shortlisted for detailed analysis.

The papers are subcategorised into 8 sections which helps in scrutinizing the work done in manufacturing supply chain. This paper helps in finding out the contribution of application of machine learning techniques in manufacturing field mostly in automotive sector.

The research is limited to papers published from year 2015 to year 2023. The limitation of the current research that book chapters, unpublished work, white papers and conference papers are not considered for study. Only English language articles and review papers are studied in brief. This study helps in adoption of machine learning techniques in manufacturing supply chain.

This study is one of the few studies which investigate machine learning techniques in manufacturing sector and supply chain through systematic literature survey.

  1. A comprehensive understanding of Machine Learning techniques is presented.

  2. The state of art of adoption of Machine Learning techniques are investigated.

  3. The methodology of (SLR) is proposed.

  4. An innovative study of Machine Learning techniques in manufacturing supply chain.

]]>
Systematic literature review of machine learning for manufacturing supply chain10.1108/TQM-12-2022-0365The TQM Journal2023-08-08© 2023 Emerald Publishing LimitedSmita Abhijit GanjareSunil M. SataoVaibhav NarwaneThe TQM Journalahead-of-printahead-of-print2023-08-0810.1108/TQM-12-2022-0365https://www.emerald.com/insight/content/doi/10.1108/TQM-12-2022-0365/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Assessing ISO 18404 standard applicability in the service sector: a qualitative studyhttps://www.emerald.com/insight/content/doi/10.1108/TQM-12-2023-0403/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis research aims to establish the applicability of the International Organisation for Standardisation (ISO) 18404 standard to the service sector, identify any required amendments and identify the critical success factors and barriers to deploying the standard within the service sector. The study used a qualitative approach by interviewing operational excellence (OPEX) professionals who work in the service sector. The findings indicate a significant lack of knowledge about the existence of the standard and a general scepticism regarding the applicability of the current ISO 18404 standard to the service sector. Limited examples of the application of ISO 18404 in organisations exist, as only a few organisations have adopted the standard. Therefore, the research focussed on the challenges and obstacles that experienced OPEX professionals perceived could be an issue. The study will aid service sector organisations in understanding the standard and, subsequently, determine whether to pursue it as part of an OPEX programme. This research is the first study on the application of ISO 18404 to the service sector.Assessing ISO 18404 standard applicability in the service sector: a qualitative study
Michael Sony, Mariam Ali Ramadan, Jiju Antony, Maha Khalifa Al Dhaheri, Olivia McDermott, Elizabeth A. Cudney
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

This research aims to establish the applicability of the International Organisation for Standardisation (ISO) 18404 standard to the service sector, identify any required amendments and identify the critical success factors and barriers to deploying the standard within the service sector.

The study used a qualitative approach by interviewing operational excellence (OPEX) professionals who work in the service sector.

The findings indicate a significant lack of knowledge about the existence of the standard and a general scepticism regarding the applicability of the current ISO 18404 standard to the service sector.

Limited examples of the application of ISO 18404 in organisations exist, as only a few organisations have adopted the standard. Therefore, the research focussed on the challenges and obstacles that experienced OPEX professionals perceived could be an issue.

The study will aid service sector organisations in understanding the standard and, subsequently, determine whether to pursue it as part of an OPEX programme. This research is the first study on the application of ISO 18404 to the service sector.

]]>
Assessing ISO 18404 standard applicability in the service sector: a qualitative study10.1108/TQM-12-2023-0403The TQM Journal2024-01-18© 2023 Emerald Publishing LimitedMichael SonyMariam Ali RamadanJiju AntonyMaha Khalifa Al DhaheriOlivia McDermottElizabeth A. CudneyThe TQM Journalahead-of-printahead-of-print2024-01-1810.1108/TQM-12-2023-0403https://www.emerald.com/insight/content/doi/10.1108/TQM-12-2023-0403/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Sustainable development through quality management: a multiple-case study analysis of triumphs, trials and tribulationshttps://www.emerald.com/insight/content/doi/10.1108/TQM-12-2023-0424/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestIn a highly competitive and globalised era, agile organisations proactively steer towards sustainability. This situation persuaded the organisations to align Quality Management (QM) initiatives to achieve sustainable outcomes. This study aims to explore quality–sustainability linkage, explicitly focusing on attaining the prestigious IAQ Quality Sustainability Award. Further it investigates, the impact of QM as a strategy for promoting sustainability to meet sustainable development goals (SDGs). Due to the lack of substantial literature connecting QM to sustainability, the current research adopted an explanatory multiple-case study. Six cases were purposively chosen for the study. Three cases of those who have achieved the prestigious IAQ Quality Sustainability Award and remaining have been selected that have fallen short of receiving the award. A detailed within-case and cross-case examinations involving six cases that reported their QM achievements aligned with SDGs. The findings demonstrate the significant role of QM adoption in achieving positive results from the perspective of SDGs, such as reduced environmental impacts, improved operational efficiency and enhanced quality of life. Effective stakeholder collaboration, proficiency in analytical tools and strategic alignment with SDGs emerged as critical success factors. Conversely, weak linkage with sustainability and unclear approaches were crucial challenges in attaining the IAQ Quality Sustainability Award. This paper outlines essential commandments for organisations actively seeking to promote sustainability. It offers valuable insights for decision-makers, facilitating a profound understanding of the challenges and opportunities in pursuing sustainable performance. The distinctive nature of this study lies in its dedicated exploration of the intricate relationship between QM deployment and its true impact on the achievement of the SDGs.Sustainable development through quality management: a multiple-case study analysis of triumphs, trials and tribulations
Jiju Antony, Shreeranga Bhat, Michael Sony, Anders Fundin, Lars Sorqvist, Raul Molteni
The TQM Journal, Vol. ahead-of-print, No. ahead-of-print, pp.-

In a highly competitive and globalised era, agile organisations proactively steer towards sustainability. This situation persuaded the organisations to align Quality Management (QM) initiatives to achieve sustainable outcomes. This study aims to explore quality–sustainability linkage, explicitly focusing on attaining the prestigious IAQ Quality Sustainability Award. Further it investigates, the impact of QM as a strategy for promoting sustainability to meet sustainable development goals (SDGs).

Due to the lack of substantial literature connecting QM to sustainability, the current research adopted an explanatory multiple-case study. Six cases were purposively chosen for the study. Three cases of those who have achieved the prestigious IAQ Quality Sustainability Award and remaining have been selected that have fallen short of receiving the award. A detailed within-case and cross-case examinations involving six cases that reported their QM achievements aligned with SDGs.

The findings demonstrate the significant role of QM adoption in achieving positive results from the perspective of SDGs, such as reduced environmental impacts, improved operational efficiency and enhanced quality of life. Effective stakeholder collaboration, proficiency in analytical tools and strategic alignment with SDGs emerged as critical success factors. Conversely, weak linkage with sustainability and unclear approaches were crucial challenges in attaining the IAQ Quality Sustainability Award.

This paper outlines essential commandments for organisations actively seeking to promote sustainability. It offers valuable insights for decision-makers, facilitating a profound understanding of the challenges and opportunities in pursuing sustainable performance.

The distinctive nature of this study lies in its dedicated exploration of the intricate relationship between QM deployment and its true impact on the achievement of the SDGs.

]]>
Sustainable development through quality management: a multiple-case study analysis of triumphs, trials and tribulations10.1108/TQM-12-2023-0424The TQM Journal2024-02-13© 2024 Emerald Publishing LimitedJiju AntonyShreeranga BhatMichael SonyAnders FundinLars SorqvistRaul MolteniThe TQM Journalahead-of-printahead-of-print2024-02-1310.1108/TQM-12-2023-0424https://www.emerald.com/insight/content/doi/10.1108/TQM-12-2023-0424/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited