Effective TQM Implementation in the Service Industry: A Proposed Framework
Abstract
Purpose: This paper aims to explore the framework, practices, and implementation of total quality management (TQM) in the service industry.
Methodology/Approach: The present study focuses on the existing literature on several TQM dimensions and developed a framework that would allow the service industry to efficiently apply TQM, resulting in enhanced organizational performance.
Findings: The research findings suggest that the relevance and implementation of TQM practices have a strong linkage to organizational performance. Managers shall work for the accomplishments of TQM to achieve success in local and global competition. By implementing TQM practices effectively in the service industry, managers can see improvements in the organization’s function. Therefore, managers shall accept the TQM approach to improve overall service quality and organizational performance.
Research Limitation/implication: The study is limited to secondary data collection and no primary research is carried out to verify the proposed framework.
Originality/Value of paper: The present study contributes to the literature on TQM by developing a framework for the service industry. This adds to the existing knowledge on TQM in the service industry and builds a foundation to carry out future research. The proposed TQM framework will empower the organizations for superior performance by evaluating the factors, defining rooms for improvement, and designing ways to achieve business excellence.
References
Al-Saffara, N.A.G., and Obeidat, A.M., 2020. The effect of total quality management practices on employee performance: The moderating role of knowledge sharing. Management Science Letters, [e-journal] 10(1), pp.77-90, DOI: 10.5267/j.msl.2019.8.014.
Adam Jr., E.E., Corbett, L.M., Flores, B.E., Harrison, N.J., Lee, T.S., Rho, B.H., Ribera, J., Samson, D. and Westbrook, R., 1997. An international study of quality improvement approach and firm performance. International Journal of Operations and Production Management, [e-journal] 17(9), pp.842-873. DOI: 10.1108/01443579710171190.
Agus, A. and Sagir, R.M., 2001. The structural relationships between total quality management, competitive advantage and bottom line financial performance: an empirical study of Malaysian manufacturing companies. Total Quality Management, [e-journal] 12(7), pp.1018-1024. DOI: 10.1080/09544120120096188.
Ali Noor, A., Mahat, F. and Zairi, M., 2010. Testing the criticality of HR-TQM factors in the Malaysian higher education context. Total Quality Management, [e-journal] 21(11), pp.1177-1188. DOI: 10.1080/14783360701349534.
Ali, S. and Khatoon, S., 2016. Implementation of Total Quality Management. International Journal of Emerging Trends in Engineering and Development, [e-journal] 6(6), pp.114-119. DOI: 10.1080/09544129300000059.
Al‐Marri, K., Moneim M., Baheeg A.A. and Zairi, M., 2007. Excellence in service: an empirical study of the UAE banking sector. International Journal of Quality & Reliability Management, [e-journal] 24(2), pp.164-176. DOI: 10.1108/02656710710722275.
Ansari, M.S.A., 2020. Extended service profit chain in the telecom service industry in Oman – An empirical validation. Sustainable Futures, [e-journal] 2, 100032. DOI: 10.1016/j.sftr.2020.100032.
Ansari, M.S.A., Farooqui, J.A. and Gattoufi, S.M., 2018. Emotional Intelligence and Extended Service Profit Chain in Telecom Industry in Oman – An Empirical Validation. International Business Research, [e-journal] 11(3), pp.133-148. DOI: 10.5539/ibr.v11n3p133.
Antony, J., Leung, K., Knowles, G. and Gosh, S., 2002. Critical success factors of TQM implementation in Hong Kong industrials. International journal of quality & reliability management, [e-journal] 19(5), pp.551-566. DOI: 10.1108/02656710210427520.
Arumugam V., Ooi, K.-B. and Fong, T.-Ch., 2008. TQM Practices and Quality Management Performance- An Investigation of their Relationship Using Data from ISO 9001:2000 Firms in Malaysia. The TQM Magazine, [e-journal] 20(6), pp.636-650. DOI: 10.1108/17542730810909383.
ASQ, 2019. 2019-2020 Baldrige Excellence Framework. Retrieved from American Society for Quality Organization: < https://asq.org/quality-press/2019baldrige > [Accessed 25 July 2021].
Bandyopadhyay, P.K. and Leonard, D., 2016. The value of using the Baldrige performance excellence framework in manufacturing organizations. Journal for Quality and Participation, 39, pp.10-14.
Bigliardi, B. and Galati, F., 2014. The implementation of TQM in R&D environments. Journal of Technology Management and Innovation, [e-journal] 9(2), pp.151-171. DOI: 10.4067/S0718-27242014000200012.
Brah, S.A., Tee, S.L. and Rao, B.M., 2002. Relationship between TQM and performance of Singapore companies. International Journal of Quality and Reliability Management, [e-journal] 19(4), pp.356-379. DOI: 10.1108/02656710210421553.
Brint, A. and Fry, J., 2019. Regional bias when benchmarking services using customer satisfaction scores. Total Quality Management & Business Excellence, [e-journal] 32(3-4), pp.344-358. DOI: 10.1080/14783363.2019.1568867.
Brun, A., 2011. Critical Success Factors of Six Sigma implementations in Italian companies. International Journal of Production Economics, [e-journal] 131(1), pp.158-164. DOI: 10.1016/j.ijpe.2010.05.008.
Carvalho, A.M., Sampaio, P., Rebentisch, E. and Saraiva, P., 2019. 35 years of excellence, and perspectives ahead for excellence 4.0. Total Quality Management & Business Excellence. DOI: 10.1080/14783363.2019.1691915.
Choi, T.Y. and Eboch, K., 1998. The TQM Paradox: relations among TQM practices, plant performance, and customer satisfaction. Journal of Operations Management, [e-journal] 17(1), pp.59-75. DOI: 10.1016/S0272-6963(98)00031-X.
Crosby, P., 1979. Quality is Free: The Art of Making Quality Certain. NY: Penguin Books.
Curkovic, S., Melnyk, S., Calantone, R. and Handfield, R., 2000. Validating the Malcolm Baldridge National Quality Award Framework through Structural equations modelling. International Journal of Production Research, [e-journal] 38(4), pp.765-791. DOI: 10.1080/002075400189149.
Das, A., Handfield, R.B., Calantone, R.J. and Ghosh, S., 2000. A contingent view of quality management: the impact of international competition on quality. Decision Sciences, [e-journal] 31(3), pp.649-689. DOI: 10.1111/j.1540-5915.2000.tb00938.x.
Deming, W.E., 1986. Out Of the Crisis: MIT Center for Advanced Engineering. Cambridge: Cambridge University Press.
Demirbag, M., Tatoglu, E., Tekinkus, M. and Zaim, S., 2006. An Analysis of the Relationship between TQM Implementation and Organizational Performance. Journal of Manufacturing Technology and Management, [e-journal] 17(6), pp.829-847. DOI: 10.1108/17410380610678828.
Dick, G., Gallimore, K. and Brown, J., 2002. Does ISO 9000 accreditation make a profound difference to the way service. Managing Service Quality: An International Journal, [e-journal] 212(1), pp.30-42. DOI: 10.1108/09604520210415371.
Douglas, T.J. and Judge Jr., W.Q., 2001. Total quality management implementation and competitive advantage: the role of structural control and exploration. Academy of Management Journal, [e-journal] 44(1), pp.158-169. DOI: 10.2307/3069343.
Easton, G.S. and Jarrell, S.L., 1998. The effects of total quality management on corporate performance: an empirical investigation. Journal of Business, [e-journal] 71(2), pp.253-307. DOI: 10.1086/209744.
Escrig, A.B., Bou, J.C. and Roca, V., 2001. Measuring the relationship between total quality management and sustainable competitive advantage: a resource-based view. Total Quality Management, [e-journal] 12(7-8), pp.932-938. DOI: 10.1080/09544120100000018.
Fatemi, S.M., Wei, C.C. and Moayeryfard, H., 2016. CSFs for Total Quality Management (TQM) in Service Organizations: Review. International Journal of Academic Research in Business and Social Sciences, [e-journal] 6(1), pp.254-264. DOI: 10.6007/IJARBSS/v6-i1/1994.
Feigenbaum, A.V., 1993. Total Quality Control. 3rd Edition. NY: McGraw-Hill.
Fonseca L., Amaral A. and Oliveira, J., 2021. Quality 4.0: The EFQM 2020 Model and Industry 4.0 Relationships and Implications. Sustainability, [e-journal] 3(6), pp.1-20. DOI: 10.3390/su13063107.
Fotopoulos, C.B. and Psomas, E.L., 2009. The impact of “soft” and “hard” TQM elements on quality management results. International Journal of Quality & Reliability Management, [e-journal] 26(2), pp.150-163. DOI: 10.1108/02656710910928798.
Fuentes, M.M.F., Montes, F.J.L. and Fernandez, L.M., 2006. Total quality management, strategic orientation, and organizational performance: the case of Spanish companies. Total Quality Management and Business Excellence, [e-journal] 17(3), pp.303-323. DOI: 10.1080/14783360500451358.
Garcia-Alcaraz, J.L., Montalvo, F.J.F., Sanchez-Ramírez, C., Avelar-Sosa, L., Saucedo, J.A.M. and Alor-Hernández, G., 2021. Importance of organizational structure for TQM success and customer satisfaction. Wireless Networks, [e-journal] 27, pp.1601-1614. DOI: 10.1007/s11276-019-02158-5.
Gharakhani, D., Rahmati, H., Farrokhi, M. and Farahmandian, A., 2013. Total Quality Management and Organizational Performance. American Journal of Industrial Engineering, [e-journal] 1(3), pp.46-50. DOI: 10.12691/ajie-1-3-2.
Goetsch, D. and Davis, S., 1995. Implementing Total Quality. Prentice-Hall: Englewood Cliffs. p.6.
Gupta, A., 2000. Quality management practices of ISO vs. non-ISO companies: a case of Indian industry. Industrial Management & Data Systems, [e-journal] 100(9), pp.451-455. DOI: 10.1108/02635570010358357.
Hackman, J. and Wageman, R., 1995. Total quality management: empirical, conceptual and practical issues. Administrative Science Quarterly, [e-journal] 40(2), pp.309-42. DOI: 10.2307/2393640.
Hassan, M., Muklitar, A., Qureshi, U.S. and Sharif, S., 2012. Impact of TQM Practices on Firm's Performance of Pakistan's Manufacturing Organizations. International Journal of Academic Research in Business and Social Sciences, 2(10), pp.232-259.
Hendricks, K. B. and Singhal, V.R., 1996. Quality awards and the market value of the firm: an empirical investigation. Management Science, [e-journal] 42(3), pp.415-436. DOI: 10.1287/mnsc.42.3.415.
Honarpour, A., Jusoh, A. and Nor, K.M., 2018. Total quality management, knowledge management, and innovation: an empirical study in R&D units. Total Quality Management & Business Excellence, 29(7-8), pp.798-816. DOI: 10.1080/14783363.2016.1238760.
House, R.J., Hanges, P.J., Javidan, M., Dorfman, P.W. and Gupta, V. eds., 2004. Culture, leadership, and organizations: The GLOBE study of 62 societies. Thousand Oaks, CA: Sage publications. DOI: 10.1177/0022022105278546.
Hussain, M., 2020. Key Success Factors of Total Quality Management (TQM) for the Hospitality Sector: A Critical Review of the Literature. Arabian Journal of Business and Management Review, [e-journal] 10(4), pp.1-7. DOI: 10.37421/AJBMR.2020.10.394.
Ishikawa, K., 1985. What is Total Quality Control: The Japanese Way. Englewood Cliff, NJ: Prentice-Hall.
James, A.T. and James, J., 2020. Service quality evaluation of automobile garages using a structural approach. International Journal of Quality & Reliability Management, [e-journal] 38(2), pp.602-627. DOI: 10.1108/IJQRM-03-2020-0066.
Juneja, D., Ahmad, S. and Kumar, S., 2011. Adaptability of Total Quality Management to Service Sector. International Journal of Computer Science & Management Studies, [e-journal] 11(2), pp.93-98. DOI: 10.4172/2167-0919.1000102.
Juran, J., 2000. Juran’s Quality Handbook. New York: McGraw-Hill.
Juran, J. and Gryna, F., 1993. Quality analysis and planning. 3rd Edition. NY: McGraw-Hill.
Karamouz, S.S., Ahmadi Kahnali, R. and Ghafournia, M., 2020. Supply chain quality management performance measurement: systematic review. International Journal of Quality & Reliability Management, [e-journal] 38(2), pp.484-504. DOI: 10.1108/IJQRM-03-2019-0073.
Kaynak, H., 2003. The relationship between total quality management practices and their effects on firm performance. Journal of Operations Management, [e-journal] 21(4), pp.405-435. DOI: 10.1016/S0272-6963(03)00004-4.
Kedar, A.P. and Borikar, V.N., 2016. Critical Success Factors for Effective Implementation of TQM & TPM. International Journal for Innovative Research in Science and Technology, [e-journal] 2(9), pp.160-164. DOI: 10.1504/IJPQM.2017.10005845.
Kiella, M.L. and Golhar, D.Y., 1997. Total quality management in R & D environment. International Journal of Operation and Production Management, [e-journal] 17(2), pp.184-198. DOI: 10.1108/01443579710158041.
Kumar, R., Garg, D. and Garg, T.K., 2011. TQM success factors in North Indian manufacturing and service industries. The TQM Journal, [e-journal] 23(1), pp.36-46. DOI: 10.1108/17542731111097470.
Kumar, V and Sharma, R.R.K., 2017a. Leadership styles and their relationship with TQM focus for Indian firms: an empirical investigation. International Journal of Productivity and Performance Management, [e-journal] 67(6), pp.1063-1088. DOI: 10.1108/IJPPM-03-2017-0071.
Kumar, V. and Sharma, R.R.K., 2017b. Relating Management Problem Solving Styles of Leaders to TQM Focus: An Empirical Study. The TQM Journal, [e-journal] 29(2), pp.218-239. DOI: 10.1108/TQM-01-2016-0002.
Kumar, V. and Boyle, T., 2001. A quality management framework for manufacturing-based R & D environment. International Journal of Quality & Reliability Management, [e-journal] 18(3), pp.336-359. DOI: 10.1108/TQM-01-2016-0002.
Kumar, V., Sharma, R.R.K., Verma, P., Lai, K. and Chang, Y., 2018. Mapping the TQM implementation: An empirical investigation of the cultural dimensions with different strategic orientation in Indian firms. Benchmarking: An International Journal, [e-journal] 25(8), pp.3081-3116. DOI: 10.1108/BIJ-06-2017-0150.
Kumar, V., Verma, P., Sharma, R.R.K. and Khan A.F., 2017. Conquering in Emerging Markets: Critical Success Factors to Enhance Supply Chain Performance. Benchmarking: An International Journal, [e-journal] 24(3), pp.570-593. DOI: 10.1108/BIJ-05-2016-0078.
Lakhal, L., Pasin, F. and Limam, M., 2006. Quality management practice and their impact on performance. International Journal of Quality & Reliability Management, [e-journal] 23(6), pp.625-646. DOI: 10.1108/02656710610672461.
Lakhe, R.R. and Mohanty, R.P., 1994. Understanding TQM. Production Planning and Control, [e-journal] 5(5), pp.426-41. DOI: 10.1080/09537289408919515.
Lam, S.S.K., 1995. Quality management and job satisfaction: an empirical study. International Journal of Quality & Reliability Management, [e-journal] 12(4), pp.72-78. DOI: 10.1108/EUM0000000001657.
Lleo, A., Viles, E., Jurburg, D. and Santos, J., 2020. Key middle manager trustworthy behaviours that enhance operator participation in continuous improvement systems. International Journal of Quality and Service Sciences, [e-journal] 12(3), pp.229-245. DOI: 10.1108/IJQSS-10-2019-0118.
Lovelock, C., 2007. Services Marketing. Pearson Edition.
Luburic, R., 2015. Quality Management Principles and Benefits of their Implementation in Central Banks. Journal of Central Banking Theory and Practice, [e-journal] 4(3), pp.91-121. DOI: 10.1515/jcbtp-2015-0013.
Maani, K., 1989. Productivity and profitability through quality—myth and reality. International Journal of Quality and Reliability Management, [e-journal] 11(7), pp.19-37. DOI: 10.1108/02656718910134421.
Magd, H., 2015. TQM and Strategic Alliances: Development and Validation in the Context of Egyptian Manufacturing Sector. International Journal of Strategic Business Alliances, 4(1), pp.39-64. DOI: 10.1504/IJSBA.2015.069309.
Magd, H. and Karyamsetty, H., 2020. Organizational Performance and Sustainability in Manufacturing and Service through TQM Implementation. Open Journal of Business and Management, [e-journal] 8(6), pp.2775-2804. DOI: 10.4236/ojbm.2020.86172.
Mann, R. and Kehoe, D., 1994. An evaluation of the effects of quality improvement activities on business performance. The International Journal of Quality and Reliability and Management, [e-journal] 11(4), pp.29-44. DOI: 10.1108/02656719410057935.
Manville, G., Greatbanks, R., Krishnasamy, R. and Parker, D.W., 2012. Critical success factors for Lean Six Sigma programmes: a view from middle management. International Journal of Quality & Reliability Management, [e-journal] 29(1), pp.7-20. DOI: 10.1108/02656711211190846.
Mefford, R.N., 1993. Improving service quality: learning from manufacturing. International Journal of Production Economics, [e-journal] 30-31, pp.399-413. DOI: 10.1016/0925-5273(93)90108-W.
Merino-Dıaz de Cerio, J., 2003. Quality management practices and operational performance: empirical evidence for Spanish industry. International Journal of Production Research, [e-journal] 41(12), pp.2763-2786. DOI: 10.1080/0020754031000093150.
Mersha, T., 1997. TQM implementation in LDCs: driving and restraining forces. International Journal of Operations & Production Management, [e-journal] 17 (2), pp.164-183. DOI: 10.1108/01443579710158032.
Misra, L.I., 2014. TQM Practices in Hospitality and Tourism Sector in India. International Journal of Applied Services Marketing Perspectives, 3(4), pp.1317-1324.
Moghadam, M.S., Sayadi, E., Samimifar, M. and Moharer, A., 2013. Impact assessment of mindfulness techniques education on anxiety and sports performance in badminton players Isfahan. International Research Journal of Applied and Basic Sciences, [e-journal] 4(5), pp.1170-1175. DOI: 10.29070/13/57019.
Mohanty, R.P. and Behera, A.K., 1996. TQM in the service sector. Work Study, [e-journal] 45(3), pp.13-17. DOI: 10.1108/00438029610115479.
Mohrman, S.A., Tenkasi, R.V., Lawler III, E.E. and Ledford Jr., G.G., 1995. Total quality management: practice and outcomes in the largest US firms. Employee Relations, [e-journal] 17(3), pp.26-41. DOI: 10.1108/01425459510086866.
Mushtaq, N. and Peng, W.W., 2020. Can TQM Act as Stimulus to Elevate Firms’ Innovation Performance?: An Empirical Evidence From the Manufacturing Sector of Pakistan. SAGE Open, pp.1-20. DOI: 10.1177/2158244020963669.
Nenadal, J., 2020. The New EFQM Model: What is Really New and Could BeConsidered as a Suitable Tool with Respect to Quality 4.0 Concept?. Quality Innovation Prosperity, [e-journal] 24(1), pp.17-28. DOI: 10.12776/QIP.V24I1.1415.
Ozgur, C., Meek, G. and Toker, A., 2002. The impact of ISO certification on the levels of awareness and usage of quality tools and concepts: a survey of Turkish manufacturing companies. Quality Management Journal, [e-journal] 9(2), pp.57-69. DOI: 10.1080/10686967.2002.11919010.
Pakurar, M., Haddad, H., Nagy, J., Popp, J. and Olah, J., 2019. The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector. Sustainability, [e-journal] 11(4), p.1113. DOI: 10.3390/su11041113.
Perović, M. and Krivokapić, Z., 2007. Menadžment kvalitetom usluga. Podgorica: Pobjeda a.d..
Prajogo, D.I. and McDermott, C.M., 2005. The relationship between total quality management practices and organizational culture. International Journal of Operations & Production Management, [e-journal] 25(11), pp.1101-1122. DOI: 10.1108/01443570510626916.
Prajogo, D.I. and Hong, S.W., 2008. The effect of TQM on performance in R&D environments: a perspective from South Korean firms. Technovation, [e-journal] 28(12), pp.855-863. DOI: 10.1016/j.technovation.2008.06.001.
Prajogo, D.I., Power, D.J. and Sohal, A.S., 2004. The role of trading partner relationships in determining innovation performance: an empirical examination. European Journal of Innovation Management, [e-journal] 7(3), pp.178-186. DOI: 10.1108/14601060410549874.
Quazi, H. and Jacobs, R., 2004. Impact of ISO 9000 certification on training and development activities. International Journal of Quality & Reliability Management, [e-journal] 21(5), pp.497-517. DOI: 10.1108/14601060410549874.
Quazi, H.A. and Padibjo, S., 1998. A journey toward total quality management through ISO 9000 certification – a Singapore experience. International Journal of Quality & Reliability Management, [e-journal] 9(5), pp.489-508. DOI: 10.1108/02656719810196225.
Reid, R.D. and Sanders, N.R., 2007. Operation Management: An integrated approach. 3rd Edition. USA: John Wiley & Sons.
Romano, P., 2000. ISO 9000: what is its impact on performance? Quality Management Journal, [e-journal] 7(3), pp.38-56. DOI: 10.1080/10686967.2000.11918905.
Sachdeva A., Bhardwaj, A. and Sharma, V.S., 2007. Impact of ISO 9000 Certification on Performance of SMEs: A Study of Indian Industry. International Journal of Management Practice, [e-journal] 2(3), pp.226-239. DOI: 10.1504/IJMP.2007.011522.
Sadikoglu, E. and Zehir, C., 2010. Investigating the effects of innovation and employee performance on the relationship between total quality management practices and firm performance: an empirical study of Turkish firms. International Journal of Production Economics, [e-journal] 127(1), pp.13-26. DOI: 10.1016/j.ijpe.2010.02.013.
Sadikoglu, E. and Olcay, H., 2014. The Effects of Total Quality Management Practices on Performance and the Reasons of and the Barriers to TQM Practices in Turkey. Advances in Decision Sciences, [e-journal] 2014, pp.1-17. DOI: 10.1155/2014/537605.
Sampaio, P., Saraiva, P. and Guimaraes Rodrigues, A., 2009. ISO 9001 certification research: questions, answers and approaches. International Journal of Quality & Reliability Management, [e-journal] 26(1), pp.38-58. DOI: 10.1108/02656710910924161.
Ho, S.K.M., 1994. Is the ISO 9000 Series for Total Quality Management?. International Journal of Quality & Reliability Management, [e-journal] 11(9), pp.74-89. DOI: 10.1108/02656719410074260.
Santos, G., Rebelo, M.F., Silva, R. and Lopes, N., 2015. Value Creation. In: S.M. Dahlgaard-Park, eds. The SAGE Encyclopedia of Quality and the Service Economy. Sweden: Sage Publications. pp.841-845. DOI: 10.4135/9781483346366.n230.
Santos-Vijande, M.L. and Alvarez-Gonzalez, L.I., 2007. Innovativeness and organizational innovation in total quality oriented firms: the moderating role of market turbulence. Technovation, [e-journal] 27(9), pp.514-532. DOI: 10.1016/j.technovation.2007.05.014.
Saravanan, R. and Rao, K.S.P., 2007. The impact of total quality service age on quality and operational performance: an empirical study. TQM Magazine, [e-journal] 19(3), pp.197-205. DOI: 10.1108/09544780710745621.
Schneider, B., Godfrey, E.G., Hayes, S.C., Huang, M., Lim, B.C., Nishii, L.H., Raver, J.L. and Ziegert, J.C., 2003. The human side of strategy: Employee experiences of strategic alignment in a service organization. Organizational Dynamics, [e-journal] 32(2), pp.122-141. DOI: 10.1016/S0090-2616(03)00014-7.
Sharma, B., 2006. Quality management dimensions, contextual factors and performance: an empirical investigation. Total Quality Management and Business Excellence, [e-journal] 17(9), pp.1231-1244. DOI: 10.1080/14783360600750519.
Siregar, Z., Suryana, Ahman, E. and Senen, S.H., 2019. Does Knowledge Management Enhance Innovation: A Literature Review, International Journal of Scientific & Technology Research, [e-journal] 8(9), pp.1991-1994.
Sit, W., Ooi, K., Lin, B. and Yee‐Loong Chong, A., 2009. TQM and customer satisfaction in Malaysia's service sector. Industrial Management & Data Systems, [e-journal] 109(7), pp.957-975. DOI: 10.1108/02635570910982300.
Sureshchandar, G.S., Rajendran, C.K. and Anantharaman, R.N., 2001. A concept model for total quality management in service organizations. Total Quality Management, [e-journal] 12(3), pp.343-63. DOI: 10.1080/09544120120034492.
Snyder, K.M., Eriksson, H. and Raharjo, H., 2020. The management index: simplifying business excellence for management teams?. International Journal of Quality and Service Sciences, [e-journal] 12(4), pp.505-520. DOI: 10.1108/IJQSS-05-2020-0069.
Taddese, F. and Osada, H., 2010. Process Techno - Innovation Using TQM in Developing Countries Empirical Study of Deming Prize Winner. Journal of Technology Management and Innovation, [e-journal] 5(2), pp.46-65. DOI: 10.4067/S0718-27242010000200005.
Talib F., Rahman, Z. and Qureshi, M.N., 2010. The Relationship between Total Quality Management and Quality Performance in the Service Industry: A Theoretical Model. International Journal of Business, Management and Social Sciences, 1(1), pp.113-128. DOI: 10.1108/02656711311299845.
Talib, F., 2013. An overview of total quality management: understanding the fundamentals in service organization. International Journal of Advanced Quality Management, [e-journal] 1(1), pp.1-20 DOI: 10.1108/02656711311299845.
Talib, F. and Rahman, Z., 2010. Critical success factors of TQM in service organizations: a proposed model. Services Marketing Quarterly, [e-journal] 31(3), pp.363-380. DOI: 10.1080/15332969.2010.486700.
Talib, F., Rahman, Z. and Qureshi, M.N., 2012. Impact of total quality management and service quality in the banking sector. International Journal of Telecommunications System and Management, [e-journal] 1(2), pp.1-5. DOI: 10.4172/2167-0919.1000102.
Talib, F., Rahman, Z. and Qureshi, M.N., 2013. An empirical investigation of relationship between total quality management practices and quality performance in Indian service companies. International Journal of Quality & Reliability Management, [e-journal] 30(3), pp.280-318. DOI: 10.1108/02656711311299845.
Talwar, B., 2011. Business excellence models and the path ahead … . The TQM Journal, [e-journal] 23(1), pp.21-35. DOI: 10.1108/17542731111097461.
Tarí, J. and Molina, J., 2002. Quality management results in ISO 9000 certified Spanish firms. The TQM Magazine, [e-journal] 14(4), pp.232-239. DOI: 10.1108/09544780210429843.
Tari, J. and Sabater, V., 2004. Quality tools and techniques: are they necessary for quality management?. International Journal of Production Economics, 92(3), pp.267-280. DOI: 10.1016/j.ijpe.2003.10.018.
Tarı, J.J. and Claver, E., 2008. The individual effects of total quality management on customers, people and society results and quality performance in SMEs. Quality and Reliability Engineering International, [e-journal] 24(2), pp.199-211. DOI: 10.1002/qre.885.
Terziovski, M. and Samson, D., 1999. The link between total quality management practice and organizational performance. International Journal of Quality & Reliability Management, [e-journal] 16(3), pp.226-237. DOI: 10.1108/02656719910223728.
Ueno, A., 2008. Which managerial practices are contributory to service quality?. International Journal of Quality and Reliability Management, [e-journal] 25(6), pp.585-603. DOI: 10.1108/02656710810881890.
Van Ho, P., 2011. Total quality management approach to the information systems development processes: An empirical study. PhD. Thesis. Alexandria, Virginia: Virginia Polytechnic Institute and State University. DOI: 10.15373/2249555X/MAY2013/32.
Woon, K.C., 2000. Assessment of TQM implementation: Benchmarking Singapore’s productivity leaders. Business Process Management Journal, [e-journal] 6(4), pp.314-330. DOI: 10.1108/14637150010345497.
Yee-Loong Chong, A., 2011. What Drives Malaysian E-Government Adoption?: An Empirical Analysis. Information Resources Management Journal (IRMJ), IGI Global, [e-journal] 24(2), pp.16-27. DOI: 10.4018/irmj.2011040102.
Yusof, S. and Aspinwall, E., 1999. Critical success factors for total quality management in small and medium enterprises. Total Quality Management, [e-journal] 11(4-5), pp.803-809. DOI: 10.1080/0954412997839.
Yusof, S.M. and Aspinwall, E., 2000. TQM implementation Issue: Review and case study. International Journal of Operation and Production Management, [e-journal] 20(6), pp.634-655. DOI: 10.1108/01443570010321595.
Yusuf, Y., Gunasekaran, A. and Dan, G., 2007. Implementation of TQM in China and Organizational Performance: An Empirical Investigation. Total Quality Management, [e-journal] 18(5), pp.509-530. DOI: 10.1080/14783360701239982.
Zakuan, N., Muniandy, S., Mat Saman, M.Z., Ariff, M.S.M., Sulaiman, S. and Jalil, R.A., 2012. Critical Success Factors of Total Quality Management Implementation in Higher Education Institution: A Review. International Journal of Academic Research in Business and Social Sciences, [e-journal] 2(12): 19-32. DOI: 10.4172/2162-6359.1000420.
Zgodavova, K., Hudec, O. and Palfy, P., 2017. Culture of quality: insight into foreign organisations in Slovakia. Total Quality Management & Business Excellence, [e-journal] 28(4), pp.1-22. DOI: 10.1080/14783363.2017.1309120.
Zu, X., Robbins, T.L. and Fredendall, L.D., 2010. Mapping the critical links between organizational culture and TQM/Six Sigma practices. International journal of production economics, [e-journal] 123(1), pp.86-106. DOI: 10.1016/j.ijpe.2009.07.009.
Adam Jr., E.E., Corbett, L.M., Flores, B.E., Harrison, N.J., Lee, T.S., Rho, B.H., Ribera, J., Samson, D. and Westbrook, R., 1997. An international study of quality improvement approach and firm performance. International Journal of Operations and Production Management, [e-journal] 17(9), pp.842-873. DOI: 10.1108/01443579710171190.
Agus, A. and Sagir, R.M., 2001. The structural relationships between total quality management, competitive advantage and bottom line financial performance: an empirical study of Malaysian manufacturing companies. Total Quality Management, [e-journal] 12(7), pp.1018-1024. DOI: 10.1080/09544120120096188.
Ali Noor, A., Mahat, F. and Zairi, M., 2010. Testing the criticality of HR-TQM factors in the Malaysian higher education context. Total Quality Management, [e-journal] 21(11), pp.1177-1188. DOI: 10.1080/14783360701349534.
Ali, S. and Khatoon, S., 2016. Implementation of Total Quality Management. International Journal of Emerging Trends in Engineering and Development, [e-journal] 6(6), pp.114-119. DOI: 10.1080/09544129300000059.
Al‐Marri, K., Moneim M., Baheeg A.A. and Zairi, M., 2007. Excellence in service: an empirical study of the UAE banking sector. International Journal of Quality & Reliability Management, [e-journal] 24(2), pp.164-176. DOI: 10.1108/02656710710722275.
Ansari, M.S.A., 2020. Extended service profit chain in the telecom service industry in Oman – An empirical validation. Sustainable Futures, [e-journal] 2, 100032. DOI: 10.1016/j.sftr.2020.100032.
Ansari, M.S.A., Farooqui, J.A. and Gattoufi, S.M., 2018. Emotional Intelligence and Extended Service Profit Chain in Telecom Industry in Oman – An Empirical Validation. International Business Research, [e-journal] 11(3), pp.133-148. DOI: 10.5539/ibr.v11n3p133.
Antony, J., Leung, K., Knowles, G. and Gosh, S., 2002. Critical success factors of TQM implementation in Hong Kong industrials. International journal of quality & reliability management, [e-journal] 19(5), pp.551-566. DOI: 10.1108/02656710210427520.
Arumugam V., Ooi, K.-B. and Fong, T.-Ch., 2008. TQM Practices and Quality Management Performance- An Investigation of their Relationship Using Data from ISO 9001:2000 Firms in Malaysia. The TQM Magazine, [e-journal] 20(6), pp.636-650. DOI: 10.1108/17542730810909383.
ASQ, 2019. 2019-2020 Baldrige Excellence Framework. Retrieved from American Society for Quality Organization: < https://asq.org/quality-press/2019baldrige > [Accessed 25 July 2021].
Bandyopadhyay, P.K. and Leonard, D., 2016. The value of using the Baldrige performance excellence framework in manufacturing organizations. Journal for Quality and Participation, 39, pp.10-14.
Bigliardi, B. and Galati, F., 2014. The implementation of TQM in R&D environments. Journal of Technology Management and Innovation, [e-journal] 9(2), pp.151-171. DOI: 10.4067/S0718-27242014000200012.
Brah, S.A., Tee, S.L. and Rao, B.M., 2002. Relationship between TQM and performance of Singapore companies. International Journal of Quality and Reliability Management, [e-journal] 19(4), pp.356-379. DOI: 10.1108/02656710210421553.
Brint, A. and Fry, J., 2019. Regional bias when benchmarking services using customer satisfaction scores. Total Quality Management & Business Excellence, [e-journal] 32(3-4), pp.344-358. DOI: 10.1080/14783363.2019.1568867.
Brun, A., 2011. Critical Success Factors of Six Sigma implementations in Italian companies. International Journal of Production Economics, [e-journal] 131(1), pp.158-164. DOI: 10.1016/j.ijpe.2010.05.008.
Carvalho, A.M., Sampaio, P., Rebentisch, E. and Saraiva, P., 2019. 35 years of excellence, and perspectives ahead for excellence 4.0. Total Quality Management & Business Excellence. DOI: 10.1080/14783363.2019.1691915.
Choi, T.Y. and Eboch, K., 1998. The TQM Paradox: relations among TQM practices, plant performance, and customer satisfaction. Journal of Operations Management, [e-journal] 17(1), pp.59-75. DOI: 10.1016/S0272-6963(98)00031-X.
Crosby, P., 1979. Quality is Free: The Art of Making Quality Certain. NY: Penguin Books.
Curkovic, S., Melnyk, S., Calantone, R. and Handfield, R., 2000. Validating the Malcolm Baldridge National Quality Award Framework through Structural equations modelling. International Journal of Production Research, [e-journal] 38(4), pp.765-791. DOI: 10.1080/002075400189149.
Das, A., Handfield, R.B., Calantone, R.J. and Ghosh, S., 2000. A contingent view of quality management: the impact of international competition on quality. Decision Sciences, [e-journal] 31(3), pp.649-689. DOI: 10.1111/j.1540-5915.2000.tb00938.x.
Deming, W.E., 1986. Out Of the Crisis: MIT Center for Advanced Engineering. Cambridge: Cambridge University Press.
Demirbag, M., Tatoglu, E., Tekinkus, M. and Zaim, S., 2006. An Analysis of the Relationship between TQM Implementation and Organizational Performance. Journal of Manufacturing Technology and Management, [e-journal] 17(6), pp.829-847. DOI: 10.1108/17410380610678828.
Dick, G., Gallimore, K. and Brown, J., 2002. Does ISO 9000 accreditation make a profound difference to the way service. Managing Service Quality: An International Journal, [e-journal] 212(1), pp.30-42. DOI: 10.1108/09604520210415371.
Douglas, T.J. and Judge Jr., W.Q., 2001. Total quality management implementation and competitive advantage: the role of structural control and exploration. Academy of Management Journal, [e-journal] 44(1), pp.158-169. DOI: 10.2307/3069343.
Easton, G.S. and Jarrell, S.L., 1998. The effects of total quality management on corporate performance: an empirical investigation. Journal of Business, [e-journal] 71(2), pp.253-307. DOI: 10.1086/209744.
Escrig, A.B., Bou, J.C. and Roca, V., 2001. Measuring the relationship between total quality management and sustainable competitive advantage: a resource-based view. Total Quality Management, [e-journal] 12(7-8), pp.932-938. DOI: 10.1080/09544120100000018.
Fatemi, S.M., Wei, C.C. and Moayeryfard, H., 2016. CSFs for Total Quality Management (TQM) in Service Organizations: Review. International Journal of Academic Research in Business and Social Sciences, [e-journal] 6(1), pp.254-264. DOI: 10.6007/IJARBSS/v6-i1/1994.
Feigenbaum, A.V., 1993. Total Quality Control. 3rd Edition. NY: McGraw-Hill.
Fonseca L., Amaral A. and Oliveira, J., 2021. Quality 4.0: The EFQM 2020 Model and Industry 4.0 Relationships and Implications. Sustainability, [e-journal] 3(6), pp.1-20. DOI: 10.3390/su13063107.
Fotopoulos, C.B. and Psomas, E.L., 2009. The impact of “soft” and “hard” TQM elements on quality management results. International Journal of Quality & Reliability Management, [e-journal] 26(2), pp.150-163. DOI: 10.1108/02656710910928798.
Fuentes, M.M.F., Montes, F.J.L. and Fernandez, L.M., 2006. Total quality management, strategic orientation, and organizational performance: the case of Spanish companies. Total Quality Management and Business Excellence, [e-journal] 17(3), pp.303-323. DOI: 10.1080/14783360500451358.
Garcia-Alcaraz, J.L., Montalvo, F.J.F., Sanchez-Ramírez, C., Avelar-Sosa, L., Saucedo, J.A.M. and Alor-Hernández, G., 2021. Importance of organizational structure for TQM success and customer satisfaction. Wireless Networks, [e-journal] 27, pp.1601-1614. DOI: 10.1007/s11276-019-02158-5.
Gharakhani, D., Rahmati, H., Farrokhi, M. and Farahmandian, A., 2013. Total Quality Management and Organizational Performance. American Journal of Industrial Engineering, [e-journal] 1(3), pp.46-50. DOI: 10.12691/ajie-1-3-2.
Goetsch, D. and Davis, S., 1995. Implementing Total Quality. Prentice-Hall: Englewood Cliffs. p.6.
Gupta, A., 2000. Quality management practices of ISO vs. non-ISO companies: a case of Indian industry. Industrial Management & Data Systems, [e-journal] 100(9), pp.451-455. DOI: 10.1108/02635570010358357.
Hackman, J. and Wageman, R., 1995. Total quality management: empirical, conceptual and practical issues. Administrative Science Quarterly, [e-journal] 40(2), pp.309-42. DOI: 10.2307/2393640.
Hassan, M., Muklitar, A., Qureshi, U.S. and Sharif, S., 2012. Impact of TQM Practices on Firm's Performance of Pakistan's Manufacturing Organizations. International Journal of Academic Research in Business and Social Sciences, 2(10), pp.232-259.
Hendricks, K. B. and Singhal, V.R., 1996. Quality awards and the market value of the firm: an empirical investigation. Management Science, [e-journal] 42(3), pp.415-436. DOI: 10.1287/mnsc.42.3.415.
Honarpour, A., Jusoh, A. and Nor, K.M., 2018. Total quality management, knowledge management, and innovation: an empirical study in R&D units. Total Quality Management & Business Excellence, 29(7-8), pp.798-816. DOI: 10.1080/14783363.2016.1238760.
House, R.J., Hanges, P.J., Javidan, M., Dorfman, P.W. and Gupta, V. eds., 2004. Culture, leadership, and organizations: The GLOBE study of 62 societies. Thousand Oaks, CA: Sage publications. DOI: 10.1177/0022022105278546.
Hussain, M., 2020. Key Success Factors of Total Quality Management (TQM) for the Hospitality Sector: A Critical Review of the Literature. Arabian Journal of Business and Management Review, [e-journal] 10(4), pp.1-7. DOI: 10.37421/AJBMR.2020.10.394.
Ishikawa, K., 1985. What is Total Quality Control: The Japanese Way. Englewood Cliff, NJ: Prentice-Hall.
James, A.T. and James, J., 2020. Service quality evaluation of automobile garages using a structural approach. International Journal of Quality & Reliability Management, [e-journal] 38(2), pp.602-627. DOI: 10.1108/IJQRM-03-2020-0066.
Juneja, D., Ahmad, S. and Kumar, S., 2011. Adaptability of Total Quality Management to Service Sector. International Journal of Computer Science & Management Studies, [e-journal] 11(2), pp.93-98. DOI: 10.4172/2167-0919.1000102.
Juran, J., 2000. Juran’s Quality Handbook. New York: McGraw-Hill.
Juran, J. and Gryna, F., 1993. Quality analysis and planning. 3rd Edition. NY: McGraw-Hill.
Karamouz, S.S., Ahmadi Kahnali, R. and Ghafournia, M., 2020. Supply chain quality management performance measurement: systematic review. International Journal of Quality & Reliability Management, [e-journal] 38(2), pp.484-504. DOI: 10.1108/IJQRM-03-2019-0073.
Kaynak, H., 2003. The relationship between total quality management practices and their effects on firm performance. Journal of Operations Management, [e-journal] 21(4), pp.405-435. DOI: 10.1016/S0272-6963(03)00004-4.
Kedar, A.P. and Borikar, V.N., 2016. Critical Success Factors for Effective Implementation of TQM & TPM. International Journal for Innovative Research in Science and Technology, [e-journal] 2(9), pp.160-164. DOI: 10.1504/IJPQM.2017.10005845.
Kiella, M.L. and Golhar, D.Y., 1997. Total quality management in R & D environment. International Journal of Operation and Production Management, [e-journal] 17(2), pp.184-198. DOI: 10.1108/01443579710158041.
Kumar, R., Garg, D. and Garg, T.K., 2011. TQM success factors in North Indian manufacturing and service industries. The TQM Journal, [e-journal] 23(1), pp.36-46. DOI: 10.1108/17542731111097470.
Kumar, V and Sharma, R.R.K., 2017a. Leadership styles and their relationship with TQM focus for Indian firms: an empirical investigation. International Journal of Productivity and Performance Management, [e-journal] 67(6), pp.1063-1088. DOI: 10.1108/IJPPM-03-2017-0071.
Kumar, V. and Sharma, R.R.K., 2017b. Relating Management Problem Solving Styles of Leaders to TQM Focus: An Empirical Study. The TQM Journal, [e-journal] 29(2), pp.218-239. DOI: 10.1108/TQM-01-2016-0002.
Kumar, V. and Boyle, T., 2001. A quality management framework for manufacturing-based R & D environment. International Journal of Quality & Reliability Management, [e-journal] 18(3), pp.336-359. DOI: 10.1108/TQM-01-2016-0002.
Kumar, V., Sharma, R.R.K., Verma, P., Lai, K. and Chang, Y., 2018. Mapping the TQM implementation: An empirical investigation of the cultural dimensions with different strategic orientation in Indian firms. Benchmarking: An International Journal, [e-journal] 25(8), pp.3081-3116. DOI: 10.1108/BIJ-06-2017-0150.
Kumar, V., Verma, P., Sharma, R.R.K. and Khan A.F., 2017. Conquering in Emerging Markets: Critical Success Factors to Enhance Supply Chain Performance. Benchmarking: An International Journal, [e-journal] 24(3), pp.570-593. DOI: 10.1108/BIJ-05-2016-0078.
Lakhal, L., Pasin, F. and Limam, M., 2006. Quality management practice and their impact on performance. International Journal of Quality & Reliability Management, [e-journal] 23(6), pp.625-646. DOI: 10.1108/02656710610672461.
Lakhe, R.R. and Mohanty, R.P., 1994. Understanding TQM. Production Planning and Control, [e-journal] 5(5), pp.426-41. DOI: 10.1080/09537289408919515.
Lam, S.S.K., 1995. Quality management and job satisfaction: an empirical study. International Journal of Quality & Reliability Management, [e-journal] 12(4), pp.72-78. DOI: 10.1108/EUM0000000001657.
Lleo, A., Viles, E., Jurburg, D. and Santos, J., 2020. Key middle manager trustworthy behaviours that enhance operator participation in continuous improvement systems. International Journal of Quality and Service Sciences, [e-journal] 12(3), pp.229-245. DOI: 10.1108/IJQSS-10-2019-0118.
Lovelock, C., 2007. Services Marketing. Pearson Edition.
Luburic, R., 2015. Quality Management Principles and Benefits of their Implementation in Central Banks. Journal of Central Banking Theory and Practice, [e-journal] 4(3), pp.91-121. DOI: 10.1515/jcbtp-2015-0013.
Maani, K., 1989. Productivity and profitability through quality—myth and reality. International Journal of Quality and Reliability Management, [e-journal] 11(7), pp.19-37. DOI: 10.1108/02656718910134421.
Magd, H., 2015. TQM and Strategic Alliances: Development and Validation in the Context of Egyptian Manufacturing Sector. International Journal of Strategic Business Alliances, 4(1), pp.39-64. DOI: 10.1504/IJSBA.2015.069309.
Magd, H. and Karyamsetty, H., 2020. Organizational Performance and Sustainability in Manufacturing and Service through TQM Implementation. Open Journal of Business and Management, [e-journal] 8(6), pp.2775-2804. DOI: 10.4236/ojbm.2020.86172.
Mann, R. and Kehoe, D., 1994. An evaluation of the effects of quality improvement activities on business performance. The International Journal of Quality and Reliability and Management, [e-journal] 11(4), pp.29-44. DOI: 10.1108/02656719410057935.
Manville, G., Greatbanks, R., Krishnasamy, R. and Parker, D.W., 2012. Critical success factors for Lean Six Sigma programmes: a view from middle management. International Journal of Quality & Reliability Management, [e-journal] 29(1), pp.7-20. DOI: 10.1108/02656711211190846.
Mefford, R.N., 1993. Improving service quality: learning from manufacturing. International Journal of Production Economics, [e-journal] 30-31, pp.399-413. DOI: 10.1016/0925-5273(93)90108-W.
Merino-Dıaz de Cerio, J., 2003. Quality management practices and operational performance: empirical evidence for Spanish industry. International Journal of Production Research, [e-journal] 41(12), pp.2763-2786. DOI: 10.1080/0020754031000093150.
Mersha, T., 1997. TQM implementation in LDCs: driving and restraining forces. International Journal of Operations & Production Management, [e-journal] 17 (2), pp.164-183. DOI: 10.1108/01443579710158032.
Misra, L.I., 2014. TQM Practices in Hospitality and Tourism Sector in India. International Journal of Applied Services Marketing Perspectives, 3(4), pp.1317-1324.
Moghadam, M.S., Sayadi, E., Samimifar, M. and Moharer, A., 2013. Impact assessment of mindfulness techniques education on anxiety and sports performance in badminton players Isfahan. International Research Journal of Applied and Basic Sciences, [e-journal] 4(5), pp.1170-1175. DOI: 10.29070/13/57019.
Mohanty, R.P. and Behera, A.K., 1996. TQM in the service sector. Work Study, [e-journal] 45(3), pp.13-17. DOI: 10.1108/00438029610115479.
Mohrman, S.A., Tenkasi, R.V., Lawler III, E.E. and Ledford Jr., G.G., 1995. Total quality management: practice and outcomes in the largest US firms. Employee Relations, [e-journal] 17(3), pp.26-41. DOI: 10.1108/01425459510086866.
Mushtaq, N. and Peng, W.W., 2020. Can TQM Act as Stimulus to Elevate Firms’ Innovation Performance?: An Empirical Evidence From the Manufacturing Sector of Pakistan. SAGE Open, pp.1-20. DOI: 10.1177/2158244020963669.
Nenadal, J., 2020. The New EFQM Model: What is Really New and Could BeConsidered as a Suitable Tool with Respect to Quality 4.0 Concept?. Quality Innovation Prosperity, [e-journal] 24(1), pp.17-28. DOI: 10.12776/QIP.V24I1.1415.
Ozgur, C., Meek, G. and Toker, A., 2002. The impact of ISO certification on the levels of awareness and usage of quality tools and concepts: a survey of Turkish manufacturing companies. Quality Management Journal, [e-journal] 9(2), pp.57-69. DOI: 10.1080/10686967.2002.11919010.
Pakurar, M., Haddad, H., Nagy, J., Popp, J. and Olah, J., 2019. The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector. Sustainability, [e-journal] 11(4), p.1113. DOI: 10.3390/su11041113.
Perović, M. and Krivokapić, Z., 2007. Menadžment kvalitetom usluga. Podgorica: Pobjeda a.d..
Prajogo, D.I. and McDermott, C.M., 2005. The relationship between total quality management practices and organizational culture. International Journal of Operations & Production Management, [e-journal] 25(11), pp.1101-1122. DOI: 10.1108/01443570510626916.
Prajogo, D.I. and Hong, S.W., 2008. The effect of TQM on performance in R&D environments: a perspective from South Korean firms. Technovation, [e-journal] 28(12), pp.855-863. DOI: 10.1016/j.technovation.2008.06.001.
Prajogo, D.I., Power, D.J. and Sohal, A.S., 2004. The role of trading partner relationships in determining innovation performance: an empirical examination. European Journal of Innovation Management, [e-journal] 7(3), pp.178-186. DOI: 10.1108/14601060410549874.
Quazi, H. and Jacobs, R., 2004. Impact of ISO 9000 certification on training and development activities. International Journal of Quality & Reliability Management, [e-journal] 21(5), pp.497-517. DOI: 10.1108/14601060410549874.
Quazi, H.A. and Padibjo, S., 1998. A journey toward total quality management through ISO 9000 certification – a Singapore experience. International Journal of Quality & Reliability Management, [e-journal] 9(5), pp.489-508. DOI: 10.1108/02656719810196225.
Reid, R.D. and Sanders, N.R., 2007. Operation Management: An integrated approach. 3rd Edition. USA: John Wiley & Sons.
Romano, P., 2000. ISO 9000: what is its impact on performance? Quality Management Journal, [e-journal] 7(3), pp.38-56. DOI: 10.1080/10686967.2000.11918905.
Sachdeva A., Bhardwaj, A. and Sharma, V.S., 2007. Impact of ISO 9000 Certification on Performance of SMEs: A Study of Indian Industry. International Journal of Management Practice, [e-journal] 2(3), pp.226-239. DOI: 10.1504/IJMP.2007.011522.
Sadikoglu, E. and Zehir, C., 2010. Investigating the effects of innovation and employee performance on the relationship between total quality management practices and firm performance: an empirical study of Turkish firms. International Journal of Production Economics, [e-journal] 127(1), pp.13-26. DOI: 10.1016/j.ijpe.2010.02.013.
Sadikoglu, E. and Olcay, H., 2014. The Effects of Total Quality Management Practices on Performance and the Reasons of and the Barriers to TQM Practices in Turkey. Advances in Decision Sciences, [e-journal] 2014, pp.1-17. DOI: 10.1155/2014/537605.
Sampaio, P., Saraiva, P. and Guimaraes Rodrigues, A., 2009. ISO 9001 certification research: questions, answers and approaches. International Journal of Quality & Reliability Management, [e-journal] 26(1), pp.38-58. DOI: 10.1108/02656710910924161.
Ho, S.K.M., 1994. Is the ISO 9000 Series for Total Quality Management?. International Journal of Quality & Reliability Management, [e-journal] 11(9), pp.74-89. DOI: 10.1108/02656719410074260.
Santos, G., Rebelo, M.F., Silva, R. and Lopes, N., 2015. Value Creation. In: S.M. Dahlgaard-Park, eds. The SAGE Encyclopedia of Quality and the Service Economy. Sweden: Sage Publications. pp.841-845. DOI: 10.4135/9781483346366.n230.
Santos-Vijande, M.L. and Alvarez-Gonzalez, L.I., 2007. Innovativeness and organizational innovation in total quality oriented firms: the moderating role of market turbulence. Technovation, [e-journal] 27(9), pp.514-532. DOI: 10.1016/j.technovation.2007.05.014.
Saravanan, R. and Rao, K.S.P., 2007. The impact of total quality service age on quality and operational performance: an empirical study. TQM Magazine, [e-journal] 19(3), pp.197-205. DOI: 10.1108/09544780710745621.
Schneider, B., Godfrey, E.G., Hayes, S.C., Huang, M., Lim, B.C., Nishii, L.H., Raver, J.L. and Ziegert, J.C., 2003. The human side of strategy: Employee experiences of strategic alignment in a service organization. Organizational Dynamics, [e-journal] 32(2), pp.122-141. DOI: 10.1016/S0090-2616(03)00014-7.
Sharma, B., 2006. Quality management dimensions, contextual factors and performance: an empirical investigation. Total Quality Management and Business Excellence, [e-journal] 17(9), pp.1231-1244. DOI: 10.1080/14783360600750519.
Siregar, Z., Suryana, Ahman, E. and Senen, S.H., 2019. Does Knowledge Management Enhance Innovation: A Literature Review, International Journal of Scientific & Technology Research, [e-journal] 8(9), pp.1991-1994.
Sit, W., Ooi, K., Lin, B. and Yee‐Loong Chong, A., 2009. TQM and customer satisfaction in Malaysia's service sector. Industrial Management & Data Systems, [e-journal] 109(7), pp.957-975. DOI: 10.1108/02635570910982300.
Sureshchandar, G.S., Rajendran, C.K. and Anantharaman, R.N., 2001. A concept model for total quality management in service organizations. Total Quality Management, [e-journal] 12(3), pp.343-63. DOI: 10.1080/09544120120034492.
Snyder, K.M., Eriksson, H. and Raharjo, H., 2020. The management index: simplifying business excellence for management teams?. International Journal of Quality and Service Sciences, [e-journal] 12(4), pp.505-520. DOI: 10.1108/IJQSS-05-2020-0069.
Taddese, F. and Osada, H., 2010. Process Techno - Innovation Using TQM in Developing Countries Empirical Study of Deming Prize Winner. Journal of Technology Management and Innovation, [e-journal] 5(2), pp.46-65. DOI: 10.4067/S0718-27242010000200005.
Talib F., Rahman, Z. and Qureshi, M.N., 2010. The Relationship between Total Quality Management and Quality Performance in the Service Industry: A Theoretical Model. International Journal of Business, Management and Social Sciences, 1(1), pp.113-128. DOI: 10.1108/02656711311299845.
Talib, F., 2013. An overview of total quality management: understanding the fundamentals in service organization. International Journal of Advanced Quality Management, [e-journal] 1(1), pp.1-20 DOI: 10.1108/02656711311299845.
Talib, F. and Rahman, Z., 2010. Critical success factors of TQM in service organizations: a proposed model. Services Marketing Quarterly, [e-journal] 31(3), pp.363-380. DOI: 10.1080/15332969.2010.486700.
Talib, F., Rahman, Z. and Qureshi, M.N., 2012. Impact of total quality management and service quality in the banking sector. International Journal of Telecommunications System and Management, [e-journal] 1(2), pp.1-5. DOI: 10.4172/2167-0919.1000102.
Talib, F., Rahman, Z. and Qureshi, M.N., 2013. An empirical investigation of relationship between total quality management practices and quality performance in Indian service companies. International Journal of Quality & Reliability Management, [e-journal] 30(3), pp.280-318. DOI: 10.1108/02656711311299845.
Talwar, B., 2011. Business excellence models and the path ahead … . The TQM Journal, [e-journal] 23(1), pp.21-35. DOI: 10.1108/17542731111097461.
Tarí, J. and Molina, J., 2002. Quality management results in ISO 9000 certified Spanish firms. The TQM Magazine, [e-journal] 14(4), pp.232-239. DOI: 10.1108/09544780210429843.
Tari, J. and Sabater, V., 2004. Quality tools and techniques: are they necessary for quality management?. International Journal of Production Economics, 92(3), pp.267-280. DOI: 10.1016/j.ijpe.2003.10.018.
Tarı, J.J. and Claver, E., 2008. The individual effects of total quality management on customers, people and society results and quality performance in SMEs. Quality and Reliability Engineering International, [e-journal] 24(2), pp.199-211. DOI: 10.1002/qre.885.
Terziovski, M. and Samson, D., 1999. The link between total quality management practice and organizational performance. International Journal of Quality & Reliability Management, [e-journal] 16(3), pp.226-237. DOI: 10.1108/02656719910223728.
Ueno, A., 2008. Which managerial practices are contributory to service quality?. International Journal of Quality and Reliability Management, [e-journal] 25(6), pp.585-603. DOI: 10.1108/02656710810881890.
Van Ho, P., 2011. Total quality management approach to the information systems development processes: An empirical study. PhD. Thesis. Alexandria, Virginia: Virginia Polytechnic Institute and State University. DOI: 10.15373/2249555X/MAY2013/32.
Woon, K.C., 2000. Assessment of TQM implementation: Benchmarking Singapore’s productivity leaders. Business Process Management Journal, [e-journal] 6(4), pp.314-330. DOI: 10.1108/14637150010345497.
Yee-Loong Chong, A., 2011. What Drives Malaysian E-Government Adoption?: An Empirical Analysis. Information Resources Management Journal (IRMJ), IGI Global, [e-journal] 24(2), pp.16-27. DOI: 10.4018/irmj.2011040102.
Yusof, S. and Aspinwall, E., 1999. Critical success factors for total quality management in small and medium enterprises. Total Quality Management, [e-journal] 11(4-5), pp.803-809. DOI: 10.1080/0954412997839.
Yusof, S.M. and Aspinwall, E., 2000. TQM implementation Issue: Review and case study. International Journal of Operation and Production Management, [e-journal] 20(6), pp.634-655. DOI: 10.1108/01443570010321595.
Yusuf, Y., Gunasekaran, A. and Dan, G., 2007. Implementation of TQM in China and Organizational Performance: An Empirical Investigation. Total Quality Management, [e-journal] 18(5), pp.509-530. DOI: 10.1080/14783360701239982.
Zakuan, N., Muniandy, S., Mat Saman, M.Z., Ariff, M.S.M., Sulaiman, S. and Jalil, R.A., 2012. Critical Success Factors of Total Quality Management Implementation in Higher Education Institution: A Review. International Journal of Academic Research in Business and Social Sciences, [e-journal] 2(12): 19-32. DOI: 10.4172/2162-6359.1000420.
Zgodavova, K., Hudec, O. and Palfy, P., 2017. Culture of quality: insight into foreign organisations in Slovakia. Total Quality Management & Business Excellence, [e-journal] 28(4), pp.1-22. DOI: 10.1080/14783363.2017.1309120.
Zu, X., Robbins, T.L. and Fredendall, L.D., 2010. Mapping the critical links between organizational culture and TQM/Six Sigma practices. International journal of production economics, [e-journal] 123(1), pp.86-106. DOI: 10.1016/j.ijpe.2009.07.009.
Authors
Magd, H., Negi, S., & Ansari, M. S. A. (2021). Effective TQM Implementation in the Service Industry: A Proposed Framework. Quality Innovation Prosperity, 25(2), 95–129. https://doi.org/10.12776/qip.v25i2.1594
This work is licensed under a Creative Commons Attribution 4.0 International License.