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The Role of Quality Practices in Service Organizations
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.ORCID iD: 0000-0001-8278-1442
2003 (English)In: International Journal of Service Industry Management vol 14, no 2, p 232-244, 2003Article in journal (Refereed)
Abstract [en]

Many organizations use quality management to improve firm performance, but the results do not always come quickly. Research in the manufacturing sector has found that different organizational characteristics, such as firm size and the degree of capital intensity, influence the perceived benefits of quality management. We use data from 281 firms that work with quality management to investigate the role of quality practices in service organizations. The results of our investigations support that the relationship between quality practices and business performance is dependent on firm size. In addition we provide insight into how the business results are influenced by individual quality practices such as employee management, process orientation, and customer orientation, depending on firm size

Place, publisher, year, edition, pages
2003.
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-24747OAI: oai:DiVA.org:kau-24747DiVA: diva2:598518
Available from: 2013-01-22 Created: 2013-01-22 Last updated: 2014-12-11

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Gustafsson, AndersNilsson, Lilian
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