Quality Management Journal最新文献

{"title":"Toward cost-effective service excellence: Exploring the relationship between managers’ perceptions of quality and the operational efficiency and profitability of restaurants","authors":"Marko Kukanja, T. Planinc","doi":"10.1080/10686967.2020.1722046","DOIUrl":"https://doi.org/10.1080/10686967.2020.1722046","url":null,"abstract":"Abstract This study investigates the relationships between managers’ perceptions of service quality, operational efficiency, and profitability. The DINESERV tool was applied to assess managers’ perceptions of service quality, and firms’ financial reports were used to analyze operational efficiency and profitability. Exploratory Factor Analysis (EFA) was performed to analyze managers’ perceptions of quality, Data Envelopment Analysis (DEA) was used to assess operational efficiency, and Structural Equation Modeling (SEM) was used to assess the model. Results reveal that, according to managers’ beliefs, only three quality dimensions – empathy, assurance, and tangibles – are important for delivering high-quality services. Based on the results of DEA and SEM, four groups of restaurants were formulated: lower success and lower efficiency (A), higher success and higher efficiency (B), lower success and higher efficiency (C), and higher success and lower efficiency (D). Results reveal that managers’ perceptions of quality significantly vary depending on the level of operational efficiency and profitability.","PeriodicalId":38208,"journal":{"name":"Quality Management Journal","volume":"27 1","pages":"105 - 95"},"PeriodicalIF":0.0,"publicationDate":"2020-03-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/10686967.2020.1722046","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45201351","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"A total quality service framework for private higher education in South Africa","authors":"Riaan Dirkse van Schalkwyk, R. Steenkamp","doi":"10.1080/10686967.2020.1722044","DOIUrl":"https://doi.org/10.1080/10686967.2020.1722044","url":null,"abstract":"Abstract The primary purpose of this study was to develop an industry-specific total quality service framework for private higher education institutions in South Africa. Service quality for higher education operations is a key performance objective due to the increasingly competitive, marketing-oriented, and highly regulated environment. Using a mixed methods research approach (exploratory sequential mixed methods research design), this research was conducted at six private higher education institutions. The first stage consisted of a qualitative exploration of total quality service dimensions from a top management perspective by means of semi-structured, in-depth interviews, followed by a thematic data analysis approach. Instrument development followed in the second primary stage, in terms of the quantitative exploration of the importance of total quality service dimensions from the internal (lecturers) and external (students) customer perspectives. Data analysis included an exploratory factor analysis (EFA) approach followed by confirmatory factor analysis (CFA). A final step was another thematic analysis of narrative data from the only open-ended question, which yielded additional service quality dimensions. Finally, a total quality service framework was compiled consisting of five primary constructs. This study is a pioneering contribution that bridges a significant gap with the development of the first total quality service framework for private higher education institutions in South Africa.","PeriodicalId":38208,"journal":{"name":"Quality Management Journal","volume":"27 1","pages":"106 - 119"},"PeriodicalIF":0.0,"publicationDate":"2020-03-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/10686967.2020.1722044","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42894587","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"The impact of grocery retail superstores location on the customer’s perceived quality of servicescape in Jordan","authors":"Y. Migdadi, E. Abdel-Rahman","doi":"10.1080/10686967.2020.1722045","DOIUrl":"https://doi.org/10.1080/10686967.2020.1722045","url":null,"abstract":"Abstract The aim of this study was to examine the impact of customers’ perceived location quality of retail stores on the perceived quality of the servicescape. Therefore, this study examined to what extent the customers shopping at more convenient, accessible, visible and attractive location; are shopping also at more convenient store environment in term of visual, olfactory, and auditory cues. Three retail superstores were surveyed in Amman the capital of Jordan. These retail superstores were: Carrefour, Safeway, and C-Town. A questionnaire was designed to collect the data from customers of these retail stores. A sample of 1055 customers was surveyed. Multiple linear regression analysis was used to analyze the relationship between the location factors and the servicescape factors. This study revealed that the impact of retail stores location dimensions on perceived servicescape quality was moderate to low in two cases, and low in one case. This indicates that locating store’s branches in high access, visible, and attractive location have low to moderate servicescape quality. In addition, retail stores that exist in good locations have better visual cues than auditory and olfactory cues. This result was the same for the three retail stores. The theoretical stance of retail stores location and servicescape quality is too fragmented. The majority of previous studies have focused on reporting the location or servicescape as a separated construct. Very limited studies have investigated this issue in service sector in general and retailing in particular.","PeriodicalId":38208,"journal":{"name":"Quality Management Journal","volume":"27 1","pages":"120 - 132"},"PeriodicalIF":0.0,"publicationDate":"2020-03-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/10686967.2020.1722045","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43050597","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"A framework of quality management practices for Indian service SMEs","authors":"Rana Basu, P. Bhola, Manik Chandra Das","doi":"10.1080/10686967.2019.1689798","DOIUrl":"https://doi.org/10.1080/10686967.2019.1689798","url":null,"abstract":"Abstract This study adopts two-stage methodology by capturing the present implementation level of quality management (QM) practices and developed a framework as suggestive ranking by deploying fuzzy AHP and fuzzy TOPSIS to prioritize QM practices in context to Indian service SMEs with specific relevance to IT enabled enterprises. Suggestive ranking emphasize on practices like strategic issues, management focus, customer focus, human resource and process management for their survival in complex uncertain environment. The findings stated in this study are expected to offer practical guidelines to devise implementation strategies in order to precisely identify areas of concern and take corrective and preventive measures for quality improvement.","PeriodicalId":38208,"journal":{"name":"Quality Management Journal","volume":"27 1","pages":"62 - 75"},"PeriodicalIF":0.0,"publicationDate":"2020-01-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/10686967.2019.1689798","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48541215","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Data Quality: Dimensions, Measurement, Strategy, Management and Governance (Book Review)","authors":"Nicole Radziwil","doi":"10.1080/10686967.2019.1696114","DOIUrl":"https://doi.org/10.1080/10686967.2019.1696114","url":null,"abstract":"If you only have one slot on your shelf for a book about data quality, this should definitely be your choice. Mahanti, who is one of the associate editors of the Software Quality Professional, has done a masterful job compiling, organizing, and explaining all aspects of data quality. She takes a cross-industry perspective, producing a handbook that is applicable for solving quality challenges associated with any kind of data. There are eight chapters, each covering a critical aspect of data quality. In Chapter 1, the foundation is set by discussing general categories of data and what causes bad data quality. Cost of poor data quality (CPDQ) is introduced as a mechanism for assessing and improving data quality in a quantitative way. Chapter 2 explains different ways to store data, including data models, schemas, relational databases, and data warehouses. Next, Chapter 3 explores 25 different data quality attributes and why they are important to organizations. Chapter 4 extends the previous chapter and explains how to measure each of the attributes. Chapter 5 steps back to start examining the management and leadership aspects of data quality. Data quality strategy is explained in terms of a five-stage maturity model that reflects the Capability Maturity Model for Integration (CMMI). This chapter also explains how a chief data officer might apply these approaches. Chapter 6 examines enterprise-scale data management, including master data management, cleaning, migration, and integration. In Chapter 7, 21 critical success factors are explored by debunking myths (for example, No. 9, “Our Data Are Very Different from Others”), which makes it particularly useful for building the business case for data quality. Finally, Chapter 8 explores how effective governance processes can solidify the gains from data quality management. Throughout the book, examples and stories are emphasized. Explanations supplement most concepts and topics in a way that it is easy to relate your own challenges to the lessons within the book. In short, this is the best data quality book on the market, and will provide immediately actionable guidance for software engineers, development managers, senior leaders, and executives who want to improve their capabilities through data quality.","PeriodicalId":38208,"journal":{"name":"Quality Management Journal","volume":"27 1","pages":"76 - 76"},"PeriodicalIF":0.0,"publicationDate":"2020-01-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/10686967.2019.1696114","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46300154","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Lean Six Sigma and social performance: A review and synthesis of current evidence","authors":"M. Sony, Subhash S. Naik, J. Antony","doi":"10.1080/10686967.2019.1689799","DOIUrl":"https://doi.org/10.1080/10686967.2019.1689799","url":null,"abstract":"Abstract Lean Six Sigma (LSS) is one of the most widely used business improvement initiatives in both manufacturing and service organizations. For a modern organization to sustainably exist in society, the impact of business initiatives such as LSS should affect social dimensions. This study analyzes the impact of LSS on different dimensions of social performance. A systematic literature review was conducted using the method suggested by Tranfield, Denyer, and Smart (2003) to collect, analyze, and integrate previous literature to study the impact of LSS on social performance. The authors conducted a descriptive and thematic analysis of the literature. Their study determined that LSS has an impact on decent work, the health and well-being of society, public services and infrastructure, quality education for society, and climate action. In addition, the authors studied the various challenges related to the impact of LSS on social performance. This is the first systematic literature review that has focused on the impact of LSS on different dimensions of social performance.","PeriodicalId":38208,"journal":{"name":"Quality Management Journal","volume":"27 1","pages":"21 - 36"},"PeriodicalIF":0.0,"publicationDate":"2020-01-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/10686967.2019.1689799","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46076936","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Performance measurement of the complaint and failure management process","authors":"M. Ruessmann, Thomas Hellebrandt, Ina Heine, Ulrich Huber, Vanya Telpis, Paul Rutten, R. Schmitt","doi":"10.1080/10686967.2019.1689801","DOIUrl":"https://doi.org/10.1080/10686967.2019.1689801","url":null,"abstract":"Abstract In this paper, we empirically investigate linkages between the performance of the complaint and failure management (CFM) process and its potentially influencing factors. In contrast with earlier literature, we consider the CFM process holistically, while in the past it was only partially in focus (e.g., customer relationship management). We are interested to answer two questions: (1) What factors influence CFM process performance? (2) Does the implementation of CFM performance measures correlate positively with CFM process performance? First, to answer these questions, we conceptualized constructs theoretically related to CFM process performance and validated the measurement instrument. Second, we carried out non-parametric tests of correlation (Spearman) to investigate relationships between the constructs based on the data of a survey study among 77 companies. The findings provide empirical evidence that CFM performance measurement, data orientation and management attention positively influence CFM process performance. Additionally, we identified process maturity as lever for performance improvements. In this regard, we provide a CFM process maturity measure consisting of three main phases: “data collection and organization”, “failure valuation and elimination” and “implementation and knowledge transfer”. Our analyses showed that correlation findings are highly dependent on company size and only hold for companies with more than 1,000 employees.","PeriodicalId":38208,"journal":{"name":"Quality Management Journal","volume":"27 1","pages":"2 - 20"},"PeriodicalIF":0.0,"publicationDate":"2020-01-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/10686967.2019.1689801","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42717901","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"A Practical Guide to the Safety Profession: The Relentless Pursuit (CRC Focus) (Book Review)","authors":"N. Radziwill","doi":"10.1080/10686967.2019.1696116","DOIUrl":"https://doi.org/10.1080/10686967.2019.1696116","url":null,"abstract":"One of the best ways to learn about a role or responsibility is to hear stories from people who have previously served in those roles. With that in mind, if you're looking for a way to help make sa...","PeriodicalId":38208,"journal":{"name":"Quality Management Journal","volume":"27 1","pages":"78 - 78"},"PeriodicalIF":0.0,"publicationDate":"2020-01-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/10686967.2019.1696116","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44213877","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"A preliminary analysis modeling of the relationship between quality management practices and sustainable performance","authors":"Diekola Akanmu, M. G. Hassan, A. Bahaudin","doi":"10.1080/10686967.2019.1689800","DOIUrl":"https://doi.org/10.1080/10686967.2019.1689800","url":null,"abstract":"Abstract From the past literature, the relationship between quality practices and sustainable performance has not adequately been explored. Hence, this research attempted to further investigate the impacts of other variables that may proffer better explanation to the nature of the relationship. Therefore, the aim of this study is to examine the mediating and moderating effect of organizational excellence and environmental regulation and policy (ERP) on the relationship between TQM (quality practices) and sustainable performance by proposing an inclusive research model comprising the antecedent factors in food and beverage industry of Malaysia. Questionnaires were distributed to 303 Malaysian food and beverages companies while 168 questionnaires were returned (response rate above 50%) and PLS-SEM was used to analyze the data in order to assess the validity and reliability of the instrument. This study serves as a validation process for the developed instruments of the research with the identified constructs of the study while the preliminary analysis and results are shown. Also, the result reveals that the instruments are reliable and the analysis indicates a strong evidence of rational validity. Similarly, it reaffirms the importance of excellence for any successful strategic implementation in enhancing sustainable performance through the implementation of quality practices.","PeriodicalId":38208,"journal":{"name":"Quality Management Journal","volume":"27 1","pages":"37 - 61"},"PeriodicalIF":0.0,"publicationDate":"2020-01-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/10686967.2019.1689800","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44764630","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"The Successful Software Manager. (Book Review)","authors":"N. Radziwill","doi":"10.1080/10686967.2019.1696115","DOIUrl":"https://doi.org/10.1080/10686967.2019.1696115","url":null,"abstract":"There are numerous books on the market that provide technical guidance to software engineers and quality assurance specialists, but little information to help them figure out how (and whether) to make the transition from developer to manager. Herman Fung’s new release fills this gap in a complete, methodical, and inspiring way. As someone who made this transition two decades ago, many parts of this book resonate with me, and will benefit any developer or technical specialist who wants to know what software management entails and how they can adapt to this role effectively. The book is organized into 15 chapters, and it starts by encouraging the reader to explore the reasons he or she is considering the transition to management. The next three chapters describe the skills (technical, personal, and social) that a prospective manager needs and sets the stage for the kind of role and daily routine you will have as a software manager. The author also provides some guidance for how to make the connections between the job you have now, and the job you aim to get. Management, meetings, and user interactions are covered next. For someone who has played a solely technical role, adjusting to the norms and expectations of these expected tasks may be a challenge, but the author guides you through them capably. For example, adjusting to the unique perspectives of the business, in particular sales organizations, can be tough for developers. The author describes their world well, and contrasts it with the perspectives and expectations of software engineers. Lessons learned for effective sessions with users are provided. Tips for having difficult (yet necessary) conversations with your direct reports are also provided. The final two chapters address leadership development and growth. Learning from mistakes, managing emotions, and using emotions to manage are all covered. Motivating and inspiring teams, and helping people achieve their own personal goals for growth, are also addressed. In contrast to many leadership books, the lessons are directly tailored for the software development environment, and feel personal. Realistic recommendations can be immediately applied in practice. Many excellent software engineers are encouraged to become managers and leaders, in part because executives recognize how valuable their mentorship would be to other developers. But this can present tough dilemmas – for example, delegation. How can you entrust someone else with a highly challenging technical task for which you have extremely high standards (and could definitely deliver yourself)? The author addresses questions like this directly. This case includes a quote from software CEO Rick Baker (“If someone else can do the task 80% as well as you can do it, then delegate”) and a relatable story about how new manager met this challenge at a startup (which is now a well-known enterprise). Additionally, the internal emotions of shifting to a role where coding may only a small part of","PeriodicalId":38208,"journal":{"name":"Quality Management Journal","volume":"27 1","pages":"77 - 77"},"PeriodicalIF":0.0,"publicationDate":"2020-01-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/10686967.2019.1696115","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46823902","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}