The development and test of a model of total quality: Organizational practices, TQ principles, employee attitudes and customer satisfaction

Robert D. Gatewood, Christine M. Riordan
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引用次数: 38

Abstract

A Process Model of Quality Management is proposed which includes organizational practices, principles of total quality, employees' attitudes, and customer satisfaction. The model was tested with regression analyses which found that specific organizational practices can be linked to employees' perceptions of three principles of quality management; the quality principles are, in turn, related to employees' attitudes of commitment and empowerment; and these two attitudes are ultimately associated with estimates of customer satisfaction. The results of this study are discussed for their implications for research and practice.

全面质量模型的开发和测试:组织实践、TQ原则、员工态度和客户满意度
提出了一个包括组织实践、全面质量原则、员工态度和顾客满意度的质量管理过程模型。通过回归分析对模型进行了检验,发现具体的组织实践可以与员工对质量管理三原则的看法联系起来;质量原则反过来又与员工对承诺和授权的态度有关;这两种态度最终与客户满意度的估计有关。本研究的结果对研究和实践的意义进行了讨论。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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