924
Views
14
CrossRef citations to date
0
Altmetric
Original Articles

Today's quality is tomorrow's reputation (and the following day's business success)

References

  • Alsmadia, M., Almani, A., & Jerisat, R. (2012). A comparative analysis of Lean practices and performance in the UK manufacturing and service sector firms. Total Quality Management & Business Excellence, 23(3–4), 381–396. doi: 10.1080/14783363.2012.669993
  • Berry, L. (1996). Retailers with a future. Marketing Management, 5(1), 38–46.
  • Carr, D.K., & Littman, I.D. (1997). Excellence in government: Total quality management in the 1990s. Arlington, VA: Coopers & Lybrand.
  • Cheng, C.Y., & Chang, P.Y. (2012). Implementation of the Lean Six Sigma framework in non-profit organizations: A case study. Total Quality Management & Business Excellence, 23(3–4), 431–447. doi: 10.1080/14783363.2012.663880
  • Crosby, P. (1979). Quality is free. New York, NY: McGraw-Hill.
  • Dahlgaard, J.J., & Dahlgaard-Park, S.M. (2002). From defect reduction to reduction of waste and customer – stakeholder satisfaction (understanding the new TQM metrology). Total Quality Management and Business Excellence, 13(8), 1069–1085.
  • Dahlgaard, J.J., & Dahlgaard-Park, S.M. (2006). Lean production, Six Sigma quality, TQM and company culture – a critical review. The TQM Magazine, 18(3), 263–281. doi: 10.1108/09544780610659998
  • Dahlgaard-Park, S.M. (2011). The quality movement: Where are you going? Total Quality Management & Business Excellence, 22(5), 493–516. doi: 10.1080/14783363.2011.578481
  • Deming, W.E. (2000). Out of the crisis (2nd ed.). Cambridge, MA: MIT Center for Advanced Engineering Study.
  • Dewettinck, K., & van Ameijde, M. (2011). Linking leadership empowerment behavior to employee attitudes and behavioral intentions: Testing the mediating role of psychological empowerment. Personnel Review, 40(3), 284–305. doi: 10.1108/00483481111118621
  • Elçi, M., Kitapçi, H., & Ertürk, A. (2007). Effects of quality culture and corporate ethical values on employee work attitudes and job performance in Turkey: An integrative approach. Total Quality Management & Business Excellence, 18(3), 285–302. doi: 10.1080/14783360601152475
  • Estelami, H. (2000). Competitive and procedural determinants of delight and disappointment in consumer complaint outcomes. Journal of Service Research, 2(3), 285–300. doi: 10.1177/109467050023006
  • Feigenbaum, A.V. (1991). Total quality control. New York, NY: McGraw-Hill.
  • Gates, B. (1999). Business@ the speed of thought. London: Penguin.
  • Goodman, J. (1999). Basic facts on customer complaint behavior and the impact of service on the bottom line. Competitive Advantage, June, 1–5.
  • Grainer, M. (2003). Customer care – the multibillion dollar sinkhole: A case of customer rage unassuaged. Lecture given in October, Customer Care Measurement and Consulting.
  • Hammer, M. (1990). Reengineering work: Don't automate, obliterate. Harvard Business Review, 68(4), 104–113.
  • Harrison-Walker, L.J. (2001). E-complaining: A content analysis of an Internet complaint forum. Journal of Services Marketing, 15(5), 397–412. doi: 10.1108/EUM0000000005657
  • Henricks, M. (1999, March). 5 best customer service ideas, don't do business without them. Entrepreneur Magazine. Retrieved January 11, 2009, from www-entrepreneur.com/magazine/entrepreneur/1999/march/17274.html
  • Heskett, J.W., Sasser, E., & Schlesinger, L. (1997). The service profit chain. New York, NY: The Free Press.
  • Irani, Z., Beskese, A., & Love, P.E.D. (2004). Total quality management and corporate culture: Constructs of organizational excellence. Technovation, 24(8), 43–650. doi: 10.1016/S0166-4972(02)00128-1
  • Juna, M., & Caib, S. (2010). Examining the relationships between internal service quality and its dimensions, and internal customer satisfaction. Total Quality Management & Business Excellence, 21(2), 205–223. doi: 10.1080/14783360903550095
  • Kirkby, J., Thompson, E., & Wecksell, J. (2001). Customer experience: The voice of the customer (Research note No. TG-14-9567). Stamford, CT: Gartner.
  • Kordupleski, R., & Simpson, J. (2003). Mastering customer value management: The art and science of creating competitive advantage. Cincinnati, OH: Pinnaflex Educational Resources.
  • Lobo, R.S., Matawie, M.K., & Samaranayake, P. (2012). Assessment and improvement of quality management capabilities for manufacturing industries in Australia. Total Quality Management & Business Excellence, 23(1), 103–121. doi: 10.1080/14783363.2011.639561
  • Maull, R., Brown, P., & Cliffe, R. (2001). Organizational culture and quality improvement. International Journal of Operations & Production Management, 21(3), 302–326. doi: 10.1108/01443570110364614
  • Parasuraman, A., Zeithaml, V., & Berry, L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50. doi: 10.2307/1251430
  • Prajogo, D.I. (2005). The comparative analysis of TQM practices and quality performance between manufacturing and service firms. International Journal of Service Industry Management, 16(3), 217–228. doi: 10.1108/09564230510601378
  • Quality (1981), Newsletter #6, The Quality College, Winter Park, FL, p. 2.
  • Sallis, E. (2002). Total quality management in education. London: Routledge.
  • Schneider, B., & Bowen, E.D. (1995). Winning the service game. Boston, MA: Harvard Business School Press.
  • Sharabi, M. (2010). HR manager leadership in quality improvement in a college environment. Quality Assurance in Education, 18(4), 317–327. doi: 10.1108/09684881011079161
  • Sharabi, M. (2013). Managing and improving service quality in higher education. International Journal of Quality and Service Sciences, 5(4), 309–320. doi: 10.1108/IJQSS-03-2013-0016
  • Sharabi, M., & Davidow, M. (2010). Service quality implementation: Problems and solutions. International Journal of Quality and Service Sciences, 2(2), 189–205. doi: 10.1108/17566691011057357
  • Smith, G., Smith, A., & Clarke, A. (2007). Evaluating service quality in universities: A service department perspective. Quality Assurance in Education, 15(3), 334–351. doi: 10.1108/09684880710773200
  • Tanninena, K., Puumalainenb, K., & Sandströmb, J. (2010). The power of TQM: Analysis of its effects on profitability, productivity and customer satisfaction. Total Quality Management & Business Excellence, 21(2), 171–184. doi: 10.1080/14783360903549949
  • Tschohl, J. (2008). Achieving excellence through customer service (5th ed.). Minneapolis, MN: Best Sellers Publishing.
  • Tye, L. H., Abdul Halim, H., & Ramayah, T. (2011). An exploratory study on cost of quality implementation in Malaysia: The case of Penang manufacturing firms. Total Quality Management & Business Excellence, 22(12), 1299–1315. doi: 10.1080/14783363.2011.625191
  • Welch, J. (2001). Jack: Straight from the gat. New York, NY: Warner Books.
  • Yake, B. (2005, October 19). Performance measurement in Fairfax County. Lecture given to the Virginia Government Finance Officer's Association, Virginia.
  • Zeithaml, V.A., Parasuraman, A., & Berry, L.L. (1990). Delivering quality service: Balancing customer perceptions and expectations. New York, NY: Free Press.
  • Zelnik, M., Maletič, M., Maletič, D., & Gomišček, B. (2012). Quality management systems as a link between management and employees. Total Quality Management & Business Excellence, 23(1), 45–62. doi: 10.1080/14783363.2011.637781
  • Zemer, E. (2009, June). Survey: Colleges are the most appreciated by the students, Maariv-NRG. Retrieved from http://www.nrg.co.il/online/1/ART1/901/241.html#after_maavaron

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.