scholarly journals Locally focused and digitally oriented: examining eco-museums' digitization in a service quality management perspective

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Rocco Palumbo ◽  
Maria Vincenza Ciasullo ◽  
Massimiliano Matteo Pellegrini ◽  
Andrea Caputo ◽  
Mario Turco
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Service Delivery ◽  
Empirical Analysis ◽  
Digital Tools ◽  
Total Quality ◽  
Content Type ◽  
Management Perspective ◽  
Service Quality Management

PurposeEco-museums safeguard the cultural authenticity and the historical identity of the place in which they operate. Conventional organizational models and management practices are generally employed to achieve this institutional aim. Conversely, innovative solutions – such as digitization – are overlooked. Adopting a service quality management perspective, the article intends to examine the role of managerialization and professionalization in triggering eco-museums' digitization.Design/methodology/approachAn empirical analysis involving 126 eco-museums operating in Italy as of 2018 was designed to investigate the implications of managerialization and professionalization on the eco-museums' propensity to embark on a digitization process. Two different forms of digitization were examined: (1) the presence of eco-museums in the digital environment; and (2) the exploitation of digital tools for service delivery. The mediating role of two “soft” total quality management (TQM) practices, i.e. people centredness and strategic focus on visitors' experience, was contemplated in the empirical analysis.FindingsThe research findings suggest that managerialization and professionalization have ambiguous effects on eco-museums' digitization. Nevertheless, they indirectly contribute to a greater digital presence of eco-museums and to a larger use of digital tools for service delivery through an increased use of soft TQM practices.Research limitations/implicationsManagerialization and professionalization are likely to foster the digital transition of eco-museums, which advances their ability to protect and promote the local cultural heritage. Soft TQM practices intended to achieve people-centredness and to enhance the visitors' experience should be exploited to stimulate the eco-museums' digitization.Originality/valueThe article examines the triggers of eco-museums' digitization, providing some food for thought to scholars and practitioners.

Corporate social responsibility and reputation: some empirical perspectives

2016 ◽  
Vol 7 (2) ◽  
pp. 258-274 ◽  
Author(s):  
Samuel Famiyeh ◽  
Amoako Kwarteng ◽  
Samuel Ato Dadzie
Keyword(s):  
Corporate Social Responsibility ◽  
Quality Management ◽  
Social Responsibility ◽  
Service Quality ◽  
Business Environment ◽  
Management Performance ◽  
Content Type ◽  
Service Quality Management ◽  
Overall Performance ◽  
Corporate Social

Purpose The purpose of this paper is to examine the impact of corporate social responsibility (CSR) and firm’s reputation in terms of product and service quality, management performance and attractiveness as well as reputation on overall performance from a developing country’s environment. Design/methodology/approach The partial lest squares structural equation modeling was used to study the relationship between CSR and firm’s reputation as well as the overall organizational performance using a survey of informants from Ghana. Findings Using data from firms in Ghana, the study demonstrates that CSR initiative by firms will have a positive relationship with firm’s reputation in terms of product and service quality, management performance and attractiveness as well as overall performance. Furthermore, the study demonstrates that enhanced reputation by firms through social responsibility initiatives will lead to firms’ overall performance from the Ghanaian business environment. Research limitations/implications The main limitation of this work is the source of the data originating from only executives from Ghana where managers are sometimes skeptical giving out such information; this might have some influence on the results. In addition, there could be potential endogeneity and unobserved heterogeneity issues. It is therefore recommended that future studies should consider these issues to check as to whether the same results could be achieved. Specifically, results indicate that when organizations invest in CSR initiatives, they are likely to achieve product quality, improved management performance and an attractiveness as well as overall performance. Practical implications The research shows how CSR initiatives can enhance firm’s reputation and overall performance of a firm. Originality/value The work illustrates and provides some insights and builds on the literature in the area CSR and reputation from a developing country’s environment.

Research framework for the impact of total quality management on competitive advantage

2017 ◽  
Vol 27 (3) ◽  
pp. 335-351 ◽  
Author(s):  
Van Cang Nguyen ◽  
Ngoc Tuan Chau
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Competitive Advantage ◽  
Innovation Performance ◽  
Total Quality ◽  
Content Type ◽  
Research Framework ◽  
Mediating Role ◽  
The Impact

Purpose The purpose of this paper is to apply a more accurate competitive advantage construct to study the impact of total quality management on firms’ competitive advantage in the context of the weakening of the competitive advantage of firms that are renowned for the excellent quality management. It also aims to find a better explanation for the source of competitive advantage through mediating constructs. Design/methodology/approach The authors use iterative methodology by reviewing, analyzing, synthesizing and refining the current state of the literature and propose a research framework which allows for overcoming the limitation encountered in previous empirical research. Findings The use of two second-order constructs including the incremental innovation performance and radical innovation performance which enable the researchers to have a better explanation about the mediating role of innovation performance. Practical implications This study is seeking to contribute to the practice of total quality management area of research. Specifically, this study applies two second-order measurement scales of innovation in use, actualize the use of the new measurement scale of competitive advantage and explain clearly the role of total quality management on competitive advantage in the current context. Originality/value This is one of the few papers investigating the impact of total quality management on competitive advantage, developing the conceptual model that examines the mediating role of innovation performance.

Quality management benefits through the “soft” and “hard” aspect of TQM in food companies

2014 ◽  
Vol 26 (5) ◽  
pp. 431-444 ◽  
Author(s):  
Evangelos Psomas ◽  
Fotis Vouzas ◽  
Dimitrios Kafetzopoulos
Keyword(s):  
Quality Improvement ◽  
Quality Management ◽  
Customer Satisfaction ◽  
Employee Benefits ◽  
Direct Impact ◽  
Total Quality ◽  
Content Type ◽  
Binary Character ◽  
The Impact

Purpose – The purpose of the paper is to examine the binary character of total quality management (TQM) in food companies and to determine the impact of the two aspects of TQM – the “soft” and “hard” – on the quality management benefits. Design/methodology/approach – A research project was carried out in 90 Greek food companies, using the questionnaire method. Two measurement models have been formulated. The first model includes the TQM philosophical elements and quality tools/techniques, while the second model includes the quality management benefits. Exploratory factor analyses are applied to extract the latent factors. The factors that significantly influence the quality management benefits are determined through multiple linear regression analyses. Findings – The analysis of the models confirms the binary character of TQM (the “soft” and “hard” TQM elements) in food companies and the existence of internal and external quality management benefits. The “soft” TQM elements have a significant direct impact on quality improvement, employee benefits and customer satisfaction. However, the impact of the “hard” TQM elements on the above quality management benefits is not direct but indirect, through their significant correlation with the “soft” TQM elements. Finally, quality improvement is also a significant factor that directly influences employee benefits, customer satisfaction and business performance. Research limitations/implications – The small size of the sample of the responding food companies, the diversity of these companies and the subjective character of the data collected are limitations that suggest future research recommendations. Practical implications – Food companies should realize the leading role of the “soft” aspect of TQM and the supporting role of the “hard” aspect in maximizing the quality management benefits and as a consequence in withstanding the current economic downturn. Originality/value – Focusing on “quality-oriented” food companies that have ample experience in quality and food safety management systems, the present study reveals a significant direct impact of the “soft” TQM elements and an indirect impact of the “hard” TQM elements on the quality management benefits.

scholarly journals Effects of Service Quality Management on Performance of Vernacular Radio Broadcasting Firms in Western Kenya

2018 ◽  
Vol 14 (25) ◽  
pp. 216
Author(s):  
Beatrice Akoth Awino ◽  
Charles Omondi Ondoro ◽  
Beatrice Evelyn Abong’o
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Primary Data ◽  
Total Quality ◽  
Western Kenya ◽  
Organizational Goals ◽  
Radio Stations ◽  
Radio Broadcasting ◽  
Service Quality Management ◽  
Quality Of Products

Managing the quality of products and services is very important in ensuring that business excels in meeting its customer requirements and achieves organizational goals. Recent studies around service quality management cover quality management and total quality management in various contexts. However, knowledge on effect of service quality management on performance of vernacular radio firms is lacking. This study explored the effect of service quality management on performance of vernacular radio broadcasting firms in western Kenya. The study adopted explanatory research design on 16 vernacular radio stations from the western region of Kenya covering the Nyanza and Western Counties. Primary data was collected and analysed descriptively. The study revealed that service quality management positively and significantly predicts performance of vernacular radio broadcasting firms in Western Kenya (β = 0.839, p<0.05). The regression weight value of 0.839 implies that an increase of 1 standard deviation in the management of service quality is likely to lead to an increase of 0.839 standard deviations in performance of vernacular radio broadcasting firms. The study concluded that service quality management has a positive and significant effect on the performance of vernacular radio broadcasting firms in western Kenya, and accounts for up to 70.4% of the variation in firm performance.

The intermediary role of organizational performance as a driver of total quality management and enterprise resource planning towards achieving organizational excellence: the moderating role of demographic factors

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Hassan Saleh Al-Dhaafri ◽  
Mohammed Saleh Alosani
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Organizational Performance ◽  
Enterprise Resource Planning ◽  
Resource Planning ◽  
Total Quality ◽  
Content Type ◽  
Organizational Excellence ◽  
Practical Implications

PurposeThe study's goal is to look at how total quality management (TQM), enterprise resource planning (ERP) and organizational performance interact to affect organizational excellence.Design/methodology/approachA survey questionnaire research design was used to achieve the goal of this study through the hypothesized model. The information was obtained from a Dubai police organization. Out of 550 questionnaires, 320 questionnaires were returned. To analyze the data for measurement and structural models, the structural equation modeling (SEM) partial least squares method was used.FindingsThe statistical results confirmed the positive and significant effects of TQM and ERP on organizational performance. The mediation role of organizational performance between TQM, ERP and organizational excellence also was confirmed.Practical implicationsMore details and significant consequences have been explored in this study. The findings have a number of practical implications. The findings also assist practitioners and managers in making the best decisions while incorporating TQM, ERP and excellence practices in their organizations. Organizations will achieve optimum strong excellence and stay competitive in a competitive market by integrating the effects of TQM, ERP and organizational performance.Originality/valueThis study is another empirical investigation into the combined impact of TQM, ERP and performance on excellence relationships. In other words, the current study is one of the few that investigates the mediating role of organizational performance as a variable alongside organizational excellence as the ultimate variable in developing countries, specifically in the United Arab Emirates (UAE).

Improving service quality

2019 ◽  
Vol 37 (3) ◽  
pp. 393-410 ◽  
Author(s):  
Flevy Lasrado ◽  
Munyaradzi Nyadzayo
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Methodological Approach ◽  
Equation Modeling ◽  
Future Research ◽  
Total Quality ◽  
Content Type ◽  
Financial Benefits ◽  
Management Commitment

Purpose The purpose of this paper is to examine the mediating role of total quality management (TQM) internalization factors on the relationship between the proposed drivers (internal/external motives) and outcomes (external benefits and financial results). Design/methodology/approach Using a sample of quality managers, this study adopts a two-step methodological approach to explore the key components of TQM internalization via an initial exploratory study followed up with a quantitative study to examine the relationships between the proposed drivers using structural equation modeling. Findings The qualitative study revealed the key components of TQM implementation factors, namely top management commitment, middle management commitment and audits, training and employees’ commitment. The quantitative results show that a positive relationship between external motives and TQM internalization was not supported; yet, the results supported the influence of internal motives on TQM internalization. Further, the results revealed a significant relationship between TQM internalization and internal benefits but not financial benefits. Finally, a strong positive link between internal and financial benefits emerged. Research limitations/implications The study findings are only based on the perceptions of quality managers and future research could test the proposed model using other units of analysis in order to fully capture the role of TQM internalization. Practical implications The findings show that award model adoption is a significant tool for quality improvement in organizations, a procedure that drives both internal and financial benefits. Further, the study points out areas that companies should emphasize in order to successfully implement a quality award model and therefore harvest its potential benefits. Originality/value The paper proposes an empirically tested conceptual framework that examines vital issues concerning the internalization of the TQM approach through award models, thus providing valuable outcomes for decision makers to improve service quality.

25 years of quality management research – outlines and trends

2018 ◽  
Vol 35 (1) ◽  
pp. 208-231 ◽  
Author(s):  
Daniel Carnerud
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Support Vector ◽  
Total Quality ◽  
Content Type ◽  
Reliability Management ◽  
Quality Costs ◽  
Probabilistic Topic Modeling ◽  
And Shifts ◽  
Innovation Practices

Purpose The purpose of this paper is to explore and describe how research on quality management (QM) has evolved historically. The study includes the complete digital archive of three academic journals in the field of QM. Thereby, a unique depiction of how the general outlines of the field as well as trends in research topics have evolved through the years is presented. Design/methodology/approach The study applies cluster and probabilistic topic modeling to unstructured data from The International Journal of Quality & Reliability Management, The TQM Journal and Total Quality Management & Business Excellence. In addition, trend analysis using support vector machine is performed. Findings The study identifies six central, perpetual themes of QM research: control, costs, reliability and failure; service quality; TQM – implementation and performance; ISO – certification, standards and systems; Innovation, practices and learning and customers – research and product design. Additionally, historical surges and shifts in research focus are recognized in the study. From these trends, a decrease in interest in TQM and control of quality, costs and processes in favor of service quality, customer satisfaction, Six Sigma, Lean and innovation can be noted during the past decade. The results validate previous findings. Originality/value Of the identified central themes, innovation, practices and learning appears not to have been documented as a fundamental part of QM research in previous studies. Thus, this theme can be regarded as a new perspective on QM research and thereby on QM.

The role of value and virtues in TQM: an overview of literature

2016 ◽  
Vol 28 (2) ◽  
pp. 216-234 ◽  
Author(s):  
Salvatore Moccia
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Empirical Data ◽  
Design Methodology ◽  
Total Quality ◽  
Content Type ◽  
Comprehensive List ◽  
Mediating Variables ◽  
Practical Implications

Purpose – The purpose of this paper is to analyze the relation between values and virtues and the principles of Total Quality Management (TQM) and thus to propose a tentative framework of relationships. Design/methodology/approach – The paper is conceptual. It reviews some lists of values present in literature, and summarizes them in a more comprehensive list. Then the list of values is summarized in conjunction with a list of core virtues. Thus, it tries to explain the relation between them and the principles of TQM, passing through the two mediating variables passion and trust. Findings – A model of TQM based on core virtues is proposed. Research limitations/implications – The lack of empirical data that can validate the model. Practical implications – Considering the emphasis placed on virtues, the model can have some practical implications in the field of recruitment, promotion, and leadership. Originality/value – The paper attempts to link values and virtues to the principles of TQM by developing a model of interactions. A novel framework that can provide a basis for further research into the profound nature of quality management has been proposed. Furthermore, some implications that should be useful for recruiters and managers are discussed.

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