Does TQM improve employees' quality of work life? Empirical evidence from Malaysia's manufacturing firms

Production Planning and Control

Volumn 24, Issue 1, 2013, Pages 72-89

  Ooi, Keng Boon ^a   Lee, Voon Hsien ^a   Chong, Alain Yee Loong ^b   Lin, Binshan ^c  

^a UNIVERSITI TUNKU ABDUL RAHMAN   (Malaysia)

^b HONG KONG POLYTECHNIC UNIVERSITY   (Hong Kong)

^c LOUISIANA STATE UNIVERSITY   (United States)

Author keywords

Malaysia; manufacturing; quality of work life; total quality management

Indexed keywords

COMPETITIVE EDGES; CONCEPTUAL ANALYSIS; CUSTOMER FOCUS; EMPIRICAL EVIDENCE; EMPIRICAL STUDIES; ISO 9001; MALAYSIA; MALAYSIANS; MANUFACTURING FIRMS; PROCESS MANAGEMENT; QUALITY OF WORK LIFE; STRUCTURAL EQUATION MODELLING; TQM IMPLEMENTATION;

INDUSTRY; JOB SATISFACTION; MANUFACTURE; TOTAL QUALITY MANAGEMENT;

HUMAN RESOURCE MANAGEMENT;

EID: 84871303059     PISSN: 09537287     EISSN: 13665871     Source Type: Journal    
DOI: 10.1080/09537287.2011.599344     Document Type: Review

References (116)

1. Acton, T. and Golden, W., 2002. An investigation into the use of a transparent user interface for 3rd generation mobile phones. In: P. Swatman, ed. Proceedings of Collaborative Electronic Commerce Technology and Research (CollECTeR) conference (Europe), April, Toulouse, France, 107-122.
2. Adebanjo, D. and Kehoe, D., 2001. An evaluation of factors influencing teamwork and customer focus. Managing Service Quality, 11, 49-56.
3. Anderson, J.C. and Gerbing, D.W., 1988. Structural equation modeling in practice: a review and recommended two-step approach. Psychological Bulletin, 103 (3), 411-423.
4. Anderson, J.C., Rungtusanatham, M., and Schroeder, R.G., 1994. A theory of quality management underlying the Deming management method. Academy of Management Review, 19, 472-509.
5. Bagozzi, R.P. and Yi, Y., 1988. On the evaluation of structural equation model. Journal of Academy of Marketing Science, 16 (1), 74-94.
6. Bell, S.J. and Menguc, B., 2002. The employee-organization relationship, organizational citizenship behaviors, and superior service quality. Journal of Retailing, 78 (2), 131-146.
7. Bemowski, K. and Stratton, B., 1995. How do people use the Baldrige award criteria? Quality Progress, 28 (5), 43-47.
8. Blau, G.J., 1985a. The measurement and prediction of career commitment. Journal of Occupational Psychology, 58 (4), 277-288.
9. Blau, G.J., 1985b. A multiple study investigation of the dimensionality of job involvement. Journal of Vocational Behavior, 27 (1), 19-36.
10. Blau, G.J., 1987. Using a person environment fit model to predict job involvement and organizational commitment. Journal of Vocational Behavior, 30 (3), 240-257.
11. Brah, S.A. and Lim, H.Y., 2006. The effects of technology and TQM on the performance of logistics companies. International Journal of Physical Distribution and Logistics Management, 36 (3), 192-209.
12. Brooks, P.P., Russell, D.W., and Price, J.L., 1988. Discriminant validation of measures of job satisfaction, job involvement, and organizational commitment. Journal of Applied Psychology, 73 (2), 139-145.
13. Browne, M.W. and Cudeck, R., 1993. Alternative ways of assessing model fit. Newbury Park, CA: Sage.
14. Butler, D., 1996. A comprehensive survey on how companies improve performance through quality efforts. Jamestown CA: David Butler Associates.
15. Chau, P.Y.K. and Hu, P.J.H., 2001. Information technology acceptance by individual professionals: a model comparison approach. Decision Science, 32 (4), 699-719.
16. Conway, W.E., 1992. Quality management in an economic downturn. Quality Progress, May, pp. 27-29.
17. Crawford, J., Leonard, L.N.K., and Jones, K., 2011. The human resource's influence in shaping IT competence. Industrial Management and Data Systems, 111 (2), 164-183.
18. Cunningham, I., 2002. Developing human and social capital in organizations. Industrial and Commercial Training, 34 (3), 89-94.
19. Daft, R.L., 2005. The leadership experience. 3rd ed. Vancouver, BC: Thomson-Southwestern.
20. Davis, L.E. and Cherns, A.B., 1975. The quality of working life. New York, NY: Free Press.
21. De Groot, T., Kiker, D.S., and Cross, T.C., 2000. A metaanalysis to review organizational outcomes related to charismatic leadership. Canadian Journal of Administrative Sciences, 17 (4), 356-372.
22. De Hoogh, A.H.B., et al., 2005. Leader motives, charismatic leadership, and subordinates' work attitude in the profit and voluntary sector. The Leadership Quarterly, 16 (1), 17-38.
23. Dean Jr, J.W. and Bowen, D.E., 1994. Management theory and total quality: improving research and practice through theory development. The Academy of Management Review, 19 (3), 392-418.
24. Demirbag, M., et al., 2006. TQM and market orientation's impact on SMEs' performance. Industrial Management and Data Systems, 106 (8), 1206-1228.
25. Dessler, G., 2000. Human resource management. 8th ed. Englewood Cliffs, NJ: Prentice-Hall.
26. Economy Watch, 2008. Malaysian economic growth. Available from: http://www.economywatch.com/ economic-growth/malaysia.html [Accessed 7 July 2010].
27. MM Directory, 2007. Malaysian industries. 38th ed. Kuala Lumpur: Federation of Malaysian Manufacturers
28. . Forgionne, G.A. and Peeters, V.E., 1982. Differences in job motivation and satisfaction among female and male managers. Human Relations, 35 (2),101-118.
29. Fornell, C. and Larcker, D.F., 1981. Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18 (1), 39-50.
30. Forza, C. and Filippini, R., 1998. TQM impact on quality conformance and customer satisfaction: a causal model. International Journal of Production Economics, 55 (1) 1-20.
31. Fotopoulos, C.B. and Psomas, E.L., 2009. The impact of 'soft' and 'hard' TQM elements on quality management results. International Journal of Quality and Reliability Management, 26 (2), 150-163.
32. Gifford, B.D., Zammuto, R.F., and Goodman, E.A., 2002. The relationship between hospital unit culture and burses' quality of work life. Journal of Healthcare Management, 47 (1), 13-26.
33. Gorla, N., Somers, T.M., and Wong, B., 2010. Organizational impact of system quality, information quality, and service quality. Journal of Strategic information Systems, 19, 207-228.
34. Gorn, G.N. and Kanungo, R.N., 1980. Job involvement and motivation: are intrinsically motivated managers more job involved? Organizational Behavior and Human Performance, 26 (2), 265-277.
35. Greenhaus, J.H., Parasuraman, S., and Wormley, W.M., 1990. Effects of race on organizational experience, job performance evaluation, and career outcomes. Academy of Management Journal, 33 (1), 64-86.
36. Griffin, R., 1982. Task design - an integrative approach. Glenview, IL: Scott, Foresman and Company.
37. Guimaraes, T., 1996. TQM's impact on employee attitudes. The TQM Magazine, 8 (1), 20-25.
38. Hair, J.F., et al., 1992. Multivariate data analysis. 3rd ed. New York: Macmillan.
39. Hair, J.F., et al., 1998. Multivariate data analysis. 5th ed. Englewood Cliffs, NJ: Prentice-Hall.
40. Hair, J.F., et al., 2005. Multivariate data analysis. 6th ed. Englewood Cliffs, NJ: Pearson Prentice-Hall.
41. Harrington, B. and Ladge, J.J., 2009. Of work life integration: present dynamics and future directions for organizations. Organizational Dynamics, 38 (2), 148-157.
42. Hibbard, J.D., Kumar, N., and Stern, L.W., 2001. Examining the impact of destructive acts in marketing channel relationships. Journal of Marketing Research, 38, 45-61.
43. Hoang, D.T., Igel, B., and Laosirihongthong, T., 2006. The impact of total quality management on innovation: findings from a developing country. International Journal of Quality and Reliability Management, 23 (9), 1092-1116.
44. Hoyle, R.H., 1995. The structural equation modeling approach: basic concepts and fundamental issues. Thousand Oaks, CA: Sage.
45. Igbaria, M., Greenhaus, J.H., and Parasuraman, S., 1991. Career orientations of MIS employees: an empirical analysis. MIS Quarterly, 15 (2), 151-169.
46. Igbaria, M., Parasuraman, S., and Badawy, M.K., 1994. Work experiences, job involvement, and quality of work life among information systems personnel. MIS Quarterly, 18 (2), 175-201.
47. Iglesias, V., 2004. Preconceptions about service: how much do they influence quality evaluations? Journal of Service Research, 7 (1), 90-103.
48. Jitpaiboon, T. and Rao, S.S., 2007. A meta-analysis of quality measures in manufacturing system. International Journal of Quality and Reliability Management, 24 (1), 78-102.
49. Kanungo, R.N., 1979. The concept of alienation and involvement revisited. Psychological Bulletin, 86 (1), 119-138.
50. Kanungo, R.N., 1982. Measurement of job and work involvement. Journal of Applied Psychology, 67 (3), 341-349.
51. Karia, N. and Ahmad, A.Z., 2000. Quality practices that pay: empowerment and teamwork. Malaysian Management Review, 35 (2), 66-76.
52. Karia, N. and Asaari, M.H.A.H., 2006. The effects of total quality management practices on employees' work-related attitudes. The TQM Magazine, 18 (1), 30-43.
53. Kaynak, H., 2003. The relationship between total quality management practices and their effects on firm performance. Journal of Operations Management, 21 (4), 405-435.
54. Kerr, M., 1996. Developing a corporate culture for the maximum balance between the utilization of human resources and employee fulfillment in Canada. Canada- United States Law Journal, 22, 169.
55. Ketokivi, M. and Castaner, X., 2004. Strategic planning as an integrative device. Administrative Science Quarterly, 49 (3), 337-365.
56. Kitap, H. and Sezen, B., 2007. The effects of participation in decision making, individual improvement efforts and training on the quality of the product design process. rol, 18 (1), 3-8.
57. Kline, R.B., 1998. Principles and practice of structural equation modeling. New York, NY: Guilford Press.
58. Knoop, R., 1995. Relationships among job involvement, job satisfaction, and organizational commitment for nurses. The Journal of Psychology, 129 (6), 643-649.
59. Korunka, C., Weiss, A., and Karetta, B., 1993. Effects of new technologies with special regard for the implementation process per se. Journal of Organizational Behaviour, 14 (4), 331-348.
60. Korunka, C., et al., 1995. The effect of new technologies on job satisfaction and psychosomatic complaints. Applied Psychology: An International Review, 44 (2), 123-142.
61. Krishnan, R., et al., 1993. In search of quality improvement: problems of design and implementation. Academy of Management Executive, 7 (4), 7-20.
62. Kuo, Y.F., Wu, C.M., and Deng, W.J., 2009. The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile valueadded services. Computers in Human Behavior, 25 (4), 887-896.
63. Landy, F.L., et al., 1993. A critical assessment of PennDOT's employee involvement process. University Park, PA: Center for Applied Behavioral Science, Pennsylvania State University.
64. Lawler III, E.E., Mohrman, S.A., and Ledford Jr, G.E., 1995. Creating high performance organizations. San Francisco, CA: Jossey-Bass.
65. Lee, V.H., et al., 2010. A structural analysis of the relationship between TQM practices and product innovation. Asian Journal of Technology Innovation, 18 (1), 73-96.
66. Li, J. and Yeo, R.K., 2011. Quality of work life and career development: perceptions of part-time MBA students. Employee Relations, 33 (3), 201-220.
67. Lim, M.K., 2004. Quest for quality care and patient safety: the case of Singapore. Quality and Safety in Health Care, 13 (1), 71-75.
68. Lin, H.F. and Lee, G.G., 2004. Perceptions of senior managers toward knowledge-sharing behaviour.
69. Lin, H.F. and Lee, G.G., 2005. Impact of organizational learning and knowledge management factors on e-business adoption. Management Decision, 43 (2), 171-188.
70. Lopez, S.P., Peon, J.M.M., and Ordas, C.J.V., 2006. Human resource management as a determining factor in organizational learning. Management Learning, 37 (2), 215-239.
71. Loscocco, K.A. and Roschelle, A.R., 1991. Influences on the quality of work and nonwork life: two decades in review. Journal of Vocational Behavior, 39 (2), 182-225.
72. Lu, J., Yao, J.E., and Yu, C.S., 2005. Personal innovativeness, social influences and adoption of wireless Internet services via mobile technology. Journal of Strategic Information Systems, 14 (3), 245-268.
73. Lusch, R.F. and Jaworski, B.J., 1991. Management controls, role stress and retail store manager performance. Journal of Retailing, 67 (4), 397-419.
74. Luthans, F., 1995. Organizational behavior. 7th ed. New York, NY: McGraw-Hill.
75. Martinez-Costa, M. and Jimenez-Jimenez, D., 2009. The effectiveness of TQM: the key role of organizational learning in small businesses. International Small Business Journal, 27 (1), 98-125.
76. McNeese-Smith, D.K., 2001. A nursing short-age: building organizational commitment among nurses. Journal of Healthcare Management, 46 (3), 173-187.
77. Md-Sidin, S., Sambasivan, M., and Ismail, I., 2010. Relationship between work-family conflict and quality of life: an investigation into the role of social support. Journal of Managerial Psychology, 25 (1), 58-81.
78. Miller, C.C. and Cardinal, L.B., 1994. Strategic planning and firm performance: a synthesis of more than two decades of research. The Academy of Management Journal, 37 (6), 1649-1665.
79. Molina, L.M., Montes, J.L., and Ruiz-Moreno, A., 2007. Relationship between quality management practices and knowledge transfer. Journal of Operations Management, 25 (3), 682-701.
80. Morrow, P.C., 1997. The measurement of TQM principles and work-related outcomes. Journal of Organizational Behavior, 18 (4), 363-376.
81. Mowday, R.T., Steers, R.M., and Porter, L.W., 1979. The measure of organizational commitment. Journal of Vocational Behavior, 22 (8), 90-96.
82. Nunnally, J.C. and Bernstein, I.H., 1994. Psychometric theory. 3rd ed. New York: McGraw-Hill.
83. Oakland, J.S. and Oakland, S., 1998. The links between people management, customer satisfaction and business results. Total Quality Management, 9 (4-5), 185-190.
84. Ooi, K.B., et al., 2007a. HRM and TQM: association with job involvement. Personnel Review, 36 (6), 939-962.
85. Ooi, K.B., et al., 2007b. Does TQM influence employees' job satisfaction? An empirical case analysis. International Journal of Quality and Reliability Management, 24 (1), 62-77.
86. Prajogo, D.I. and Cooper, B.K., 2010. The effect of peoplerelated TQM practices on job satisfaction: a hierarchical model. Production Planning and Control, 21 (1), 26-35.
87. Prajogo, D.I. and Sohal, A.S., 2003. The relationship between TQM practices, quality performance, and innovation performance: an empirical examination. International Journal of Quality and Reliability Management, 20 (8), 901-918.
88. Raja Musa, R.A.A., 2008. Transactions costs in regional trade and trade facilitation: the Malaysian business perspective. Kuala Lumpur: Federation of Malaysian Manufacturers.
89. Rogers, D.L. and Molnar, J., 1976. Organizational antecedents of role conflict and ambiguity in top-level administrators. Administrative Science Quarterly, 21 (4), 598-610.
90. Rothman, H., 1994. Quality's link to productivity. Nation's Business, February, pp. 33-34.
91. Ryan, R.M. and Deci, E.L., 2001. On happiness and human potentials: a review of research on hedonic and eudemonic wellbeing. Annual Review of Psychology, 52 (1), 141-166.
92. Salanova, M., Cifre, E., and Martin, P., 2004. Information technology implementation styles and their relation with workers' subjective well-being. International Journal of Operations and Production Management, 24 (1), 42-54.
93. Salanova, M. and Schaufeli, W.B., 2000. Exposure to information technologies and its relation to burnout. Behaviour and Information Technology, 19 (5), 385-392.
94. Salanova, M., et al., 2000. Computer training, frequency of use and burnout: the moderating role of computer self-efficacy. Computers in Human Behaviour, 16 (6), 575-590.
95. Samson, D. and Terziovski, M., 1999. The relationship between total quality management practices and operational performance. Journal of Operations Management, 17 (4), 393-409.
96. Saraph, J.V. and Sebastian, R.J., 1992. Human resource strategies for effective introduction of advanced manufacturing technologies (AMT). Production and Inventory Management Journal, First Quarter, 64-70.
97. Schaupp, L.C., Carter, L., and McBride, M.E., 2010. E-file adoption: a study of US taxpayers' intentions. Computer in Human Behavior, 26 (4), 636-644.
98. Segars, A.H. and Grover, V., 1998. Strategic information systems planning success: an investigation of the construct and its measurement. MIS Quarterly, 22 (2), 139-163.
99. Shrivastava, R.L., Mohanty, R.P., and Lakhe, R.R., 2006. Linkages between total quality management and organizational performance: an empirical study for Indian industry. Production Planning and Control, 17 (1), 13-30.
100. Sirgy, M.J., et al., 2001. A new measure of quality of work life (QWL) based on need satisfaction and spillover theories. Social Indicators Research, 55 (3), 241-302.
101. Sit, W.Y., et al., 2009. TQM and customer satisfaction in Malaysia's service sector. Industrial Management and Data Systems, 109 (7), 957-975.
102. Spreng, R.A., MacKenzie, S.B., and Olshavsky, R.W., 1996. A re-examination of the determinants of consumer satisfaction. Journal of Marketing, 60 (3), 15-32.
103. Suttle, J.L., 1977. Improving life at work - problems & prospects. In: J.R. Hackman and J.L. Suttle, eds. Improving life at work: behavioral science approaches to organizational change. Santa Barbara, CA: Goodyear, 1-29.
104. Tai, Y.M. and Ho, C.F., 2010. Effects of information sharing on customer relationship intention. Industrial Management and Data Systems, 110 (9), 1385-1401.
105. Tari, J.J., Molina, J.F., and Castejon, J.L., 2007. The relationship between quality management practices and their effects on quality outcomes. European Journal of Operational Research, 183 (2), 483-501.
106. Terziovski, M., et al., 2000. Establishing mutual dependence between TQM and the learning organization: a multiple case study analysis. The Learning Organization, 7 (1), 23-31.
107. Ugboro, I.O. and Obeng, K., 2000. Top management leadership, employee empowerment, job satisfaction and customer satisfaction in TQM organizations: an empirical study. Journal of Quality Management, 5 (2), 247-272.
108. Wali, A.A., Deshmukh, S.G., and Gupta, A.D., 2003. Critical success factors of TQM: a select study of Indian organizations. Production Planning and Control, 14 (1), 3-14.
109. Wall, T.D. and Davis, K., 1992. Shop floor work organizations and advanced manufacturing technology. In: C.L. Cooper and I.T. Robertson, eds. International review on industrial and organizational psychology. New York, NY: John Wiley & Sons.
110. Weiss, D.J., et al., 1967. Manual for the Minnesota satisfaction questionnaire. Minneapolis, MN: Minnesota Studies in Vocational Rehabilitation, University of Minnesota Industrial Relation Center.
111. White, J.K. and Ruh, R.A., 1973. Effects of personal values on the relationship between participation and job attitudes. Administrative Sciences Quarterly, 18 (4), 506-514.
112. Wilkinson, A., Marchington, M., and Dale, B., 1993. Enhancing the contribution of the human resource function to quality improvement. Quality Management Journal, 1, 35-46.
113. Wright, T.A. and Cropanzano, R., 1998. Emotional exhaustion as a predictor of job performance and voluntary turnover. In: A. A. Grandey (Chair). Emotion and wellbeing at work. Symposium conducted at the 1998 meeting of Society for Industrial and Organizational Psychology. Dallas, TX.
114. Zairi, M., 1993. Competitive manufacturing: combining total quality with advanced technology. Long Range Planning, June, pp. 123-132.
115. Zeitz, G., Johannesson, R., and Ritchie Jr., J.E., 1997. An employee survey measuring total quality management practices and culture: development and validation. Group and Organization Studies, 22 (4), 414-444.
116. Zhang, Z., Waszink, A., and Wijngaard, J., 2000. An instrument for measuring TQM implementation for Chinese manufacturing companies. International Journal of Quality and Reliability Management, 17 (7), 730-755.