The Impact Of Employees Behaviour And The Implementation Of Total Quality Management On Service Quality
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The Impact Of Employees Behaviour And The Implementation Of Total Quality Management On Service Quality
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Author : Catherine Cheung
language : en
Publisher:
Release Date : 2006
The Impact Of Employees Behaviour And The Implementation Of Total Quality Management On Service Quality written by Catherine Cheung and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006 with categories.
This study examines the impact of employees' in-role behaviours; and organizational citizenship behaviours on service quality in a number of hotels, and of whom have a TQM programme. Are organizational citizenship behaviours, in-role behaviours and TQM programme likely to influence customers' perceived service quality? The hypothesized model was then developed based on three interlinked literature strands which consider human resources management, TQM, and tourism. A set of relationships between employees' in-role behaviours, organizational citizenship behaviours, total quality management, and service quality was examined by structural equation modeling. A measurement scale of employees' in-role behaviours was developed by employing exploratory factor analysis. Finally, three dimensions of in-role behaviours were developed, namely compliance with procedures, compliance with customer requests, and product knowledge. The results of the study suggested that employees' in-role behaviours and organizational citizenship behaviours have a substantial impact on customers' perception toward service quality in the hotels. The results also showed that the implementation of total quality management in hotel has a moderate effect on employees' in-role behaviours and organizational citizenship behaviours. In order to improve the service quality in hotels, other than the development of clear operational procedures and providing extrinsic rewards, such as bonuses the most important aspect of all, is to enhance organizational citizenship behaviours. Management in implementing total quality management should set goals on employees' job satisfaction to enhance organizational citizenship behaviours.
The Impact Of Organizational Culture On Internal Service Quality
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Author : Mohhidin Othman
language : en
Publisher: LAP Lambert Academic Publishing
Release Date : 2010-06
The Impact Of Organizational Culture On Internal Service Quality written by Mohhidin Othman and has been published by LAP Lambert Academic Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-06 with categories.
Organizational culture has been a long-standing area of research in more traditional business management research, however to-date few, if any, studies have attempted to consider how employees are servicing each other within an organization's own cultural environment. In an innovative attempt to link organizational culture (OC) to internal service quality (ISQ), this work develops a case study of three hotels in Malaysia based on in-depth interviews and a semi-quantitative technique, Profile Accumulation Technique (PAT). Ogbonna and Harris' (2002) framework is used to demonstrate how and where organizational culture can affect employees' ISQ performance. The concept of ISQ in hotel is based on Caruana and Pitt (1997, Paraskevas (2001) and White and Rundall (1999) but a free response PAT by Johns and Lee-Ross (1995) was used in examining the ISQ. The study found the weak linkages between OC and ISQ and the evidence suggests that different types of OC have different levels of impact on the employee ISQ. The initial understanding of the link between OC and ISQ may benefit managers in the industry through benchmarking some of the positive practices.
The Impact Of Employee Motivation On Service Quality A Case Study On Tesco
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Author : Nashra Rafiq
language : en
Publisher: GRIN Verlag
Release Date : 2023-05-26
The Impact Of Employee Motivation On Service Quality A Case Study On Tesco written by Nashra Rafiq and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-05-26 with Business & Economics categories.
Academic Paper from the year 2019 in the subject Leadership and Human Resources - Employee Motivation, grade: A, Coventry University, course: MGT 301, language: English, abstract: The main objective of this paper is to investigate the impact of employee motivation on service quality in organisations. This study mainly focused on Britain’s leading retail organisation: Tesco. Researcher has used both primary and secondary sources of data. Data for this research was collected through questionnaire survey from staff members and potential customers of Tesco. The research data was analysed using statistical software so that the impact of employee motivation on service quality could be examined. In this study, the researcher has used two variables. Employee motivation is the independent variable, while service quality is the dependent variable. Researcher divided the questionnaire into two components, in which the first part was filled by 50 potential customers of Tesco, while the other half was filled by 50 staff members of Tesco. The study has used frequency distribution as the statistical technique to determine the individual result of each question of the survey. The hypothesis of the study was tested by using linear regression statistical technique because the major aim of this research was to analyse the impact of employee motivation on service quality. The result of this study indicates that employee motivation positively impacts the service quality of the organisation. Similarly, employee motivation leads to customer satisfaction. This suggests that if employees are motivated, this will eventually increases the quality of services provided by the organisation and thus, it will enhances the overall performance of the firm.
Total Quality Management Dimension Implementation And It Support
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Author : Manahil AlQulaity
language : en
Publisher:
Release Date : 2016-08-11
Total Quality Management Dimension Implementation And It Support written by Manahil AlQulaity and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-08-11 with categories.
Research Paper from the year 2016 in the subject Business economics - Business Management, Corporate Governance, course: Total Quality Management, language: English, abstract: This paper is examining the relationship between total quality management and information technology and how both can affect the organization management. An overview about the subject was provided in the literature review section. TQM dimension and IT impact on organization were examined through life examples of McDonald's case study that spotlight TQM dimensions and the implementation tool applied, and Microsoft case study that shows the role played by information technology to support the TQM methodology and technique of implementation. An organization needs to be competitive in today's challenging market by several ways such as enhancing their quality and productivity; this can be done by producing more in less time and reducing the cost which is called optimization. Information technology is an important factor to help an organization to achieve its goals and mission. Total quality management (TQM) is a way of managing an organization that uses all potential capabilities to improve quality and productivity in which all companies are aiming for. TQM is customer based philosophy where all resources, business processes, culture, behavior, and organization of a company are managed and well integrated to ensure customer satisfaction (Mare fat & Faridfathi, 2015). TQM as defined by many writers has commonly eight dimensions which are top management support, workforce management, employees' attitudes and behavior, customer relationship, supplier relationship, product design process and process flow management (A.Martinez, F.Dewhurst, and B.Dale, 2004). Information technology has become a need for all organization to adopt and implement in order to compete with nowadays faster growth, abroad market, and competitive marketplace. Information technology is the technology used to store, manipulate"
Organizational Effectiveness Service Quality And Related Aspects In Its Services
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Author : Rainer Bubenheim
language : en
Publisher: diplom.de
Release Date : 1997-08-27
Organizational Effectiveness Service Quality And Related Aspects In Its Services written by Rainer Bubenheim and has been published by diplom.de this book supported file pdf, txt, epub, kindle and other format this book has been release on 1997-08-27 with Business & Economics categories.
Inhaltsangabe:Abstract: Services in the field of information technology (IT) are an emerging and expanding market. The quality with which they are delivered to the customer and the effectiveness of their provision determine the economic success of an enterprise to a large extent. Therefore, the dissertation centers around service quality and organizational effectiveness. Introducing, the characteristics of services in general - intangibility, inseparability, heterogeneity, and perishability - and the rote of projects in IT services are explained. Then, organizational effectiveness is defined as internal efficiency plus adaptability to external demands. Two models are compared showing that organizational effectiveness consists of several factors - e.g. motivation, management leadership, or structure - which indeed can be measured via a particular diagnosis questionnaire. Analogously, two service quality models are put forth. They reveal that total quality is comprised of the technical quality of the service outcome (objective quality) and the functional quality of the process (subjective quality). Likewise, service quality can be evaluated by regarding ten determinants and graphically displaying them in an importance-performance grid. Relating to both points above, aspects in marketing (internal, interactive) and operations (service as a basic function and as one objective) are considered. The so-gained theoretical insights are practically applied in an investigation of an IT service department for which specific recommendations are deduced. Generally, results suggest that service quality and organizational effectiveness are somehow related and commonly influenced by organizational structure, customer orientation, as well as management, leadership, and motivation. The discussion of these points finally leads to the conclusions that (1) a matrix structure in IT services is more apt than any other one, (2) a people-oriented management style is of crucial importance for motivating people and reaching performance, and (3) orientation towards the customer and marketing the buyer-seller interactions decisively influences the perception of service quality. Inhaltsverzeichnis:Table of Contents: List of Figuresix Preface and Acknowledgementsx Prologue1 1.Introduction3 2.Managing Services and Organizational Effectiveness in Business Administration Literature5 2.1General Characteristics of Services5 2.2Organizational Effectiveness9 2.3Service [...]
Service Quality Implementation The Effects Of Organizational Socialization And Managerial Actions On Customer Contact Employee Behavior
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Author : Michael D. Hartline
language : en
Publisher:
Release Date : 1993
Service Quality Implementation The Effects Of Organizational Socialization And Managerial Actions On Customer Contact Employee Behavior written by Michael D. Hartline and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1993 with categories.
An Analysis Of The Links Between Employees Views Organisational Culture And Implementation Of Total Quality Management
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Author : Shayne Silcox
language : en
Publisher:
Release Date : 1994
An Analysis Of The Links Between Employees Views Organisational Culture And Implementation Of Total Quality Management written by Shayne Silcox and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1994 with Dissertations, Academic categories.
The research identified five distinctive quality groups who's perceptions differed considerably on quality and productivity issues. These groups were labelled Implementers, Adherents, Average, Productivity Oriented and Cynical Workers. These findings are outlined in the study. The model developed from the Literature Review is reconstructed to include these new findings. Finally, the implications of this thesis for future research, organisational development programmes and Management are discussed.
Study Of Impact Of Quality Management Practices In Services Companies
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Author : Tohid Kachwala
language : en
Publisher: LAP Lambert Academic Publishing
Release Date : 2011-04
Study Of Impact Of Quality Management Practices In Services Companies written by Tohid Kachwala and has been published by LAP Lambert Academic Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-04 with categories.
The Research Book focuses on developing two models viz: SQM (Service Quality Management) & TQM (Total Quality Management). Based on Primary & Secondry research a set of factors have been identified for both the models & an instrument has been developed for two Service Sectors viz: (i) Management Education Institutes & (ii) Hotels. Two different & unrelated service industries are taken up to highlight how service quality factors are similar in different Services. The Study highlights the importance of quantifying service quality. It identifies the important & dominant factors in Quality management practices in Service Industries both from Customer's perspective (SQM) & Service provider's perspective (TQM). The Model will help in the management decision making process by identifying areas of concern for successful implementation of Quality management practices. The research work can be used as a reference guide by the Service industries aspiring to implement Quality practices within the constraints of our environment / society. The study can form a base for academicians & researchers for further advanced studies in Service Industries.
Esg And Total Quality Management In Human Resources
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Author : Papademetriou, Christos
language : en
Publisher: IGI Global
Release Date : 2024-06-17
Esg And Total Quality Management In Human Resources written by Papademetriou, Christos and has been published by IGI Global this book supported file pdf, txt, epub, kindle and other format this book has been release on 2024-06-17 with Business & Economics categories.
As businesses navigate the complex landscape of environmental sustainability and corporate responsibility, they often need help to effectively integrate Environmental, Social, and Corporate Governance (ESG) principles with Total Quality Management (TQM) practices. This disconnect hinders their ability to meet evolving consumer demands, comply with stringent regulations, and achieve long-term sustainability goals. The lack of integration between ESG and TQM also leads to missed opportunities for synergies and efficiencies, ultimately impacting the bottom line. ESG and Total Quality Management in Human Resources addresses this critical challenge by providing a comprehensive framework for integrating ESG and TQM principles, particularly within human resources. Based on the latest research and real-world examples, this book offers actionable insights and solutions for integrating ESG and TQM practices to improve organizational sustainability and performance. It equips business leaders, managers, and academics with the tools and knowledge needed to navigate the complexities of sustainability and quality management in today's competitive business environment.
Service Quality Enhancement
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Author : Andrew Farrell
language : en
Publisher:
Release Date : 2001
Service Quality Enhancement written by Andrew Farrell and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001 with Customer services categories.