TQM and business performance in the service sector: A Singapore study

International Journal of Operations and Production Management

Volumn 20, Issue 11, 2000, Pages 1293-1312

  Brah, Shaukat A ^a   Wong, Jen Li ^a   Rao, B Madhu ^b  

^a NATIONAL UNIVERSITY OF SINGAPORE   (Singapore)

^b BOWLING GREEN STATE UNIVERSITY   (United States)

Author keywords

Operations strategy; Performance; Service industries; Service operations; TQM

Indexed keywords

EID: 3543066936     PISSN: 01443577     EISSN: None     Source Type: Journal    
DOI: 10.1108/01443570010348262     Document Type: Article

References (37)

1. Ahire, S.L. (1996), "TQM age versus quality: an empirical investigation", Production and Inventory Management Journal, Vol. 37 No. 1, pp. 18-23.
2. Ahire, S.L. and Golhar, D.Y. (1996), "Quality management in large versus small firms: an empirical investigation", Journal of Small Business Management, Vol. 34 No. 2, pp. 1-13.
3. Ahire, S.L. and Rana, D.S. (1995), "TQM pilot projects selection using an MCDM approach", International Journal of Quality & Reliability Management, Vol. 12 No. 1, pp. 61-81.
4. Ahire, S.L., Golhar, D.Y. and Waller, M.A. (1996), "Development and validation of TQM implementation constructs", Decision Sciences, Vol. 27 No. 1, pp. 23-56.
5. Black, S.A. and Porter, L.J. (1996), "Identification of the critical factors of TQM", Decision Sciences, Vol. 27 No. 1, pp. 1-21.
6. Bowen, D.E. and Lawler, E.E. III (1995), "Empowering service employees", Sloan Management Review, Vol. 36 No. 4, pp. 73-83.
7. Bricknell, G. (1996), "Total quality revisited", Management Services, Vol. 40 No. 1, pp. 18-20.
8. Brown, M.G. (1993), "Why does total quality fail in two out of three tries?", Journal for Quality and Participation, Vol. 16 No. 2, pp. 80-9.
9. Caudron, S. (1993), "Keys to starting a TQM program", Personnel Journal, Vol. 72 No. 2, pp. 28-33.
10. Dawson, P. and Patrickson, M. (1991), "Total quality management in Australian banking industry' ', International Journal of Quality & Reliability Management, Vol. 8 No. 5, pp. 66-76.
11. Easton, G.S. and Jarrell, S.L. (1994), "The effects of total quality management on corporate performance: an empirical investigation", working paper, School of Business, Indiana University, Bloomington, IN.
12. Ebrahimpour, M. and Cullen, J.B. (1993), "TQM in Japanese and American firms operating in the United States: a comparative study of styles and motivational beliefs", Management International Review, Vol. 33 No. 1, pp. 23-39.
13. Elmuti, D., Kathawala, Y. and Manippallil, M. (1996), "Are total quality management programmes in higher education worth the effort?", International Journal of Quality & Reliability Management, Vol. 13 No. 6, pp. 29-44.
14. Eskildson, I. (1995), "TQM's role in corporate success: analyzing the evidence", National Productivity Review, Vol. 14 No. 4, pp. 25-38.
15. Fisher, T.J. (1992), "The impact of quality management on productivity", International Journal of Quality & Reliability Management, Vol. 9 No. 3, pp. 44-52.
16. Flynn, B.B., Schroeder R.G. and Sakakibara, S. (1994), "A framework for quality research and an associated measurement instrument", Journal of Operations Management, Vol. 9 No. 4, pp. 339-66.
17. Garvin, D.A. (1991), "How the Baldrige Award really works", Harvard Business Review, Vol. 69 No. 6, pp. 80-93.
18. Ghosh, B.C. and Mak, T.L. (1994), "Total quality management in services: the case of Singapore's advertising industry", The TQM Magazine, Vol. 6 No. 4, pp. 34-41.
19. Ghosh, B.C. and Wee, H.H. (1996), "TQM in practice: a survey of Singapore's manufacturing companies on their TQM practices and objectives", The TQM Magazine, Vol. 8 No. 2, pp. 52-4.
20. Griffin, R. (1988), "Consequences of quality circles in an industrial setting: a longitudinal assessment", Academy of Management Journal, Vol. 31 No. 2 pp. 338-58.
21. Hendricks, K.B. and Singhal, V.R. (1997), "Does implementing an effective TQM program actually improve operating performance? Empirical evidence from firms that have won quality awards", Management Science, Vol. 43 No. 9, pp. 1258-74.
22. Katz, A. (1993), "Eight TQM pitfalls", Journal for Quality and Participation, Vol. 16 No. 4, pp. 24-7.
23. Longenecker, C.O. (1993), "Total quality management from theory to practice: a case study", International Journal of Quality & Reliability Management, Vol. 10 No. 5, pp. 24-31.
24. Madu, C.N. and Kuei, C.H. (1995), "A comparative analysis of quality practices in manufacturing firms in the US and Taiwan", Decision Sciences, Vol. 26 No. 5, pp. 621-32.
25. Manoochehri, G. (1988), "JIT for small manufacturers", Journal of Small Business Management, Vol. 26 No. 4, pp. 22-30.
26. Maskell, B. (1988), "Performance measurement for world class manufacturing - 1", Management Accounting, Vol. 67 No. 5, pp. 32-3.
27. Nunnally, J.C. (1978), Psychometric Theory, 2nd ed., McGraw-Hill, New York, NY.
28. Powell, T.C. (1995), "Total quality management as competitive advantage: a review and empirical study", Strategic Management Journal, Vol. 16 No. 1, pp. 15-37.
29. Samson, D. and Terziovski, M. (1999), "The relationship between total quality management practices and operational performance", Journal of Operations Management, Vol. 17, pp. 393-409.
30. Saraph, J.V., Benson, P.G. and Schroeder, R.G. (1989), "An instrument for measuring the critical factors of quality management", Decision Sciences, Vol. 20 No. 4, pp. 810-29.
31. Sterman, J.D., Repenning, N.P. and Kofman, F. (1997), "Unanticipated side effects of successful quality programs: exploring a paradox of organizational improvement", Management Science, Vol. 43 No. 4, pp. 503-21.
32. Terziovski, M. and Samson, D. (1999), "The link between total quality management practice and organizational performance", International Journal of Quality & Reliability Management, Vol. 16 No. 3, pp. 226-37.
33. Troy, K. and Schein, L. (1995), "The quality culture: manufacturing versus services", Managing Service Quality", Vol. 5 No. 3, pp. 45-7.
34. Voss, C. (1992), "Applying service concepts in manufacturing", International Journal of Operations & Production Management, Vol. 12 No. 4, pp. 93-9.
35. Walker, T. (1992), "Creating total quality improvement that lasts", National Productivity Review, Vol. 11 No. 4, pp. 473-8.
36. Warihay, F.D. (1993), "Total quality in service organizations", Journal for Quality and Participation, Vol. 16 No. 3, pp. 6-8.
37. Wilkinson, A. (1992), "The other side of quality: soft issues and the human resource dimension", Total Quality Management, Vol. 3 No. 3, pp. 323-9.