Business excellence measurement: a literature analysis (1990–2016)

References

• Abdullah, M., Hamid, M. A., Mustafa, Z., Husain, N., Idris, F., Suradi, M. N., & Ismail, W. R. (2012). Value-based total performance excellence model: A conceptual framework for organisations. Total Quality Management, 23(5), 557–572.
   Google Scholar
• Addey, J. (2004). The modern quality manager. Total Quality Management, 15(5), 879–889.
   Google Scholar
• Adebanjo, D. (2001). TQM and business excellence: Is there really a conflict? Measuring Business Excellence, 5(3), 37–40.
   Google Scholar
• Ahire, S. L., Landeros, R., & Golhar, D. Y. (1995). Total quality management: A literature review and an agenda for future research. Production and Operations Management, 4(3), 277–306.
   Google Scholar
• Ali, F., Dey, B. L., & Filieri, R. (2015). An assessment of service quality and resulting customer satisfaction in Pakistan International Airlines: Findings from foreigners and overseas Pakistani customers. International Journal of Quality & Reliability Management, 32(5), 486–502.
   Web of Science ®Google Scholar
• Allen, D. R., & Rao, T. R. (2000). Analysis of customer satisfaction data. Milwaukee: ASQ Quality Press.
   Google Scholar
• Antony, J. P., & Bhattacharyya, S. (2010). Measuring organizational performance and organizational excellence of SMEs – part 2: An empirical study on SMEs in India. Measuring Business Excellence, 14(3), 42–52.
   Google Scholar
• Arasli, H. (2012). Towards business excellence in the hospitality industry: A case for 3-, 4-, and 5-star hotels in Iran. Total Quality Management, 23(5), 573–590.
   Google Scholar
• Armitage, A. M. (2002). The implementation and application of the business excellence model in SMEs. Managerial Auditing Journal, 17(1/2), 26–35.
   Google Scholar
• Arumugam, V., Chang, H. W., Ooi, K.-B., & Teh, P.-L. (2009). Self-assessment of TQM practices: A case analysis. The TQM Journal, 21(1), 46–58.
   Google Scholar
• Asif, M., Awan, M. U., Khan, M. K., & Ahmad, N. (2013). A model for total quality management in higher education. Quality and Quantity, 47, 1883–1904.
   Web of Science ®Google Scholar
• Asif, M., Searcy, C., Garvare, R., & Ahmad, N. (2011). Including sustainability in business excellence models. Total Quality Management & Business Excellence, 22, 773–786.
   Web of Science ®Google Scholar
• Aydin, S., Kahraman, C., & Kaya, I. (2012). A new fuzzy multicriteria decision making approach: An application for European Quality Award assessment. Knowledge-Based Systems, 32, 37–46.
   Web of Science ®Google Scholar
• Badri, M. A., Abdulla, M., & Al-Madani, A. (2005). Information technology center service quality: Assessment and application of SERVQUAL. International Journal of Quality & Reliability Management, 22(8), 819–848.
   Google Scholar
• Badri, M. A., Selim, H., Alshare, K., Grandon, E. E., Younis, H., & Abdulla, M. (2006). The Baldrige education criteria for performance excellence framework: Empirical test and validation. International Journal of Quality & Reliability Management, 23(9), 1118–1157.
   Google Scholar
• Barnes, M., Dickinson, T., Coulton, L., Dransfield, S., Field, J., Fisher, N., & Shaw, D. (1998). A new approach to performance measurement for small to medium enterprises. Conference proceedings of the performance measurement – theory and practice. Cambridge, UK.
   Google Scholar
• Bassioni, H. A., Price, A. D., & Hassan, T. M. (2005). Building a conceptual framework for measuring business performance in construction: An empirical evaluation. Construction Management and Economics, 23(5), 495–507.
   Google Scholar
• Bauer, A., & Reiner, G. (2002). Integrated business excellence model for a trading company. Managerial Auditing Journal, 17(9), 576–580.
   Google Scholar
• Bayazit, O., & Karpak, B. (2007). An analytical network process-based framework for successful total quality management (TQM): An assessment of Turkish manufacturing industry readiness. International Journal of Production Economics, 105, 79–96.
   Web of Science ®Google Scholar
• Bayraktar, E., Tatoglu, E., & Zaim, S. (2008). An instrument for measuring the critical factors of TQM in Turkish higher education. Total Quality Management & Business Excellence, 19(6), 551–574.
   Web of Science ®Google Scholar
• Belvedere, V., Grando, A., & Legenvre, H. (2016). Testing the EFQM model as a framework to measure a company’s procurement performance. Total Quality Management & Business Excellence. doi: 10.1080/14783363.2016.1224085
   Web of Science ®Google Scholar
• Benavent, F. B., Ros, S. C., & Moreno-Luzon, M. (2005). A model of quality management self-assessment: An exploratory research. International Journal of Quality & Reliability Management, 22(5), 432–451.
   Google Scholar
• Biazzo, S., & Bernardi, G. (2003). Organisational self-assessment options: A classification and a conceptual map for SMEs. International Journal of Quality & Reliability Management, 8(1), 881–900.
   Google Scholar
• Bou-Llusar, C. J., Escrig-Tena, A. B., Roca-Puig, V., & Beltran-Martın, I. (2009). An empirical assessment of the EFQM excellence model: Evaluation as a TQM framework relative to the MBNQA model. Journal of Operations Management, 27, 1–22.
   Web of Science ®Google Scholar
• Bou-Llusar, C. J., Escrig-Tena, A. B., Roca-Puig, V., & Beltrán-Martín, I. (2005). To what extent do enablers explain results in the EFQM excellence model?: An empirical study. International Journal of Quality & Reliability Management, 22(4), 337–353.
   Google Scholar
• Brashier, L. W., & Sower, V. E. (1996). Implementation of TQM/CQI in the health-care industry: A comprehensive model. Benchmarking for Quality Management & Technology, 3(2), 31–50.
   Google Scholar
• Calabrese, A., & Scoglio, F. (2012). Reframing the past: A new approach in service quality assessment. Total Quality Management & Business Excellence, 23(11–12), 1478–3371.
   Web of Science ®Google Scholar
• Calvo-mora, A., Leal, A., & Roldán, J. L. (2005). Relationships between the EFQM model criteria: A study in Spanish universities. Total Quality Management & Business Excellence, 16(6), 741–770.
   Web of Science ®Google Scholar
• Calvo-Mora, A., Picón-Berjoyo, A., Ruiz-Moreno, C., & Cauzo-Bottala, L. (2015). Contextual and mediation analysis between TQM critical factors and organisational results in the EFQM excellence model framework. International Journal of Production Research, 53(7), 2186–2201.
   Web of Science ®Google Scholar
• Calvo-Mora, A., Picón, A., Ruiz, C., & Cauzo, L. (2013). The relationships between soft-hard TQM factors and key business results. International Journal of Operations & Production Management, 34(1), 115–143.
   Web of Science ®Google Scholar
• Camison, C. (1996). Total quality management in hospitality: An application of the EFQM model. Tourism Management, 17(3), 191–201.
   Web of Science ®Google Scholar
• Chan, D. C., Yung, K. L., & Ip, A. W. (2002). An application of fuzzy sets to process performance evaluation. Integrated Manufacturing Systems, 13(4), 237–246.
   Google Scholar
• Chen, H.-L. (2002). Benchmarking and quality improvement: A quality benchmarking deployment approach. International Journal of Quality & Reliability Management, 19(6), 757–773.
   Google Scholar
• Chen, J.-K., & Chen, I.-S. (2009). TQM measurement model for the biotechnology industry in Taiwan. Expert Systems with Applications, 36, 8789–8798.
   Web of Science ®Google Scholar
• Chenhall, R. H. (1997). Reliance on manufacturing performance measures, total quality management and organizational performance. Management Accounting Research, 8, 187–206.
   Google Scholar
• Chen, S. M., Wu, Y. M., & Yang, L. (2014). Application of the analytic hierarchy process for the selection of wastewater reuse targets. Management Decision, 52(7), 1222–1235.
   Web of Science ®Google Scholar
• Chin, K. S., Pun, K. F., Xu, Y., & Chan, J. S. (2002). An AHP based study of critical factors for TQM implementation in Shanghai manufacturing industries. Technovation, 22, 707–715.
   Web of Science ®Google Scholar
• Chung, W. K. (2001). Benchmarking Singapore’s high-TQM maturity organisations. Benchmarking: An International Journal, 8(1), 8–35.
   Google Scholar
• Claver-Cortes, E., Pereira-Moliner, J., Tarı, J. J., & Molina-Azorin, J. F. (2008). TQM, managerial factors and performance in the Spanish hotel industry. Industrial Management and Data Systems, 108(2), 228–244.
   Web of Science ®Google Scholar
• Collins, D., & Watkins, C. (2006). Crazy days call for crazy ways? Narrating Tom Petters. Management Decision, 44, 658–673.
   Google Scholar
• Da Rosa, M., Saraiva, P. M., & Diz, H. (2003). Excellence in Portuguese higher education. Total Quality Management & Business Excellence, 14(2), 189–197.
   Web of Science ®Google Scholar
• Dahlgaard-Park, S. M., Chen, C.-K., Jang, J.-Y., & Dahlgaard, J. J. (2013). Diagnosing and prognosticating the quality movement – a review on the 25 years quality literature (1987–2011). Total Quality Management & Business Excellence, 24(1–2), 1–18.
   Web of Science ®Google Scholar
• Dahlgaard, J. J., Chen, C.-K., Jang, J.-Y., Banegas, L. A., & Dahlgaard-Park, S. M. (2013). Business excellence models: Limitations, reflections and further development. Total Quality Management & Business Excellence, 24(5–6), 519–538.
   Web of Science ®Google Scholar
• Dahlgaard, J. J., Pettersen, J., & Dahlgaard-Park, S. M. (2011). Quality and lean health care: A system for assessing and improving the health of healthcare organisations. Total Quality Management & Business Excellence, 22(6), 673–689.
   Web of Science ®Google Scholar
• Dale, B. (2002). European quality challenges for the new millennium. Measuring Business Excellence, 6, 28–32.
   Google Scholar
• Das, A., Paul, H., & Swierczek, F. W. (2008). Developing and validating total quality management (TQM) constructs in the context of Thailand’s manufacturing industry. Benchmarking, 15(1), 52–72.
   Google Scholar
• Dellana, S. A., & Wiebe, H. A. (1995). An exploration of total quality management practices in u.s. r and d organizations. Engineering Management Journal, 7(2), 23–29.
   Google Scholar
• Detert, J. R., Schroeder, R. G., & Cudeck, R. (2003). The measurement of quality management culture in schools: Development and validation of the SQMCS. Journal of Operations Management, 21, 307–328.
   Web of Science ®Google Scholar
• Diakoulakis, I. E., Georgopoulos, N. B., Koulouriotis, D., & Emiris, D. M. (2004). Towards a holistic knowledge management model. Journal of Knowledge Management, 8(1), 32–46.
   Google Scholar
• Doeleman, H. J., Have, S., & Ahaus, C. T. (2014). Empirical evidence on applying the European Foundation for Quality Management Excellence Model, a literature review. Total Quality Management, 25(5), 439–460.
   Google Scholar
• Donnelly, M. (2000). A radical scoring system for the European Foundation for Quality Management Business Excellence Model. Managerial Auditing Journal, 15(1/2), 8–11.
   Google Scholar
• Dotchin, J. A., & Oakland, J. S. (1992). Theories and concepts in total quality management. Total Quality Management, 3(2), 133–146.
   Google Scholar
• Douglas, M. U. (2016). Finding the niche towards performance excellence: A study of facilities management firms in Malaysia. Journal of Facilities Management, 14(4), 330–349.
   Web of Science ®Google Scholar
• Dror, S., & Sukenik, Y. (2011). Total quality management & business excellence. A Strategic Service Quality Framework Using QFD, 22(10), 1478–3371.
   Google Scholar
• Edgeman, R. (2013). Sustainable enterprise excellence: Towards a framework for holistic data-analytics. Corporate Governance, 13(5), 527–540.
   Google Scholar
• Edgeman, R., & Eskildsen, J. (2014). Modeling and assessing sustainable enterprise excellence. Business Strategy and the Environment, 23, 173–187.
   Web of Science ®Google Scholar
• Escrig, A. B., & Menezes, L. M. (2015). What characterizes leading companies within business excellence models? An analysis of ‘EFQM recognized for excellence’ recipients in Spain. International Journal of Production Economics, 169, 362–375.
   Web of Science ®Google Scholar
• Esteban-Ferrer, M. J., & Tricas, J. (2012). Applying QFD to strategic quality management in law firms. Total Quality Management, 23(12), 1433–1451.
   Google Scholar
• Evans, J. R., Foster, T. S., & Guo, Z. (2013). A retrospective view of research in the Quality Management Journal: A thematic and keyword analysis. The Quality Management Journal, 20(1), 37.
   Google Scholar
• Ezzabadi, J. H., Saryazdi, M. D., & Mostafaeipour, A. (2015). Implementing Fuzzy Logic and AHP into the EFQM model for performance improvement: A case study. Applied Soft Computing, 36, 165–176.
   Web of Science ®Google Scholar
• Ferdowsian, M. C. (2016). Total business excellence – a new management model for operationalizing excellence. International Journal of Quality & Reliability Management, 33(7), 942–984.
   Web of Science ®Google Scholar
• Forza, C., & Filippini, R. (1998). TQM impact on quality conformance and customer satisfaction: A causal model. International Journal of Production Economics, 55(1), 1–20.
   Web of Science ®Google Scholar
• Fountain, M. (1998). The target assessment model as an international standard for self-assessment. Total Quality Management & Business Excellence, 9(4–5), 95–99.
   Google Scholar
• García-Bernal, J., & Ramírez-Alesón, M. (2010). Increasing the organisational performance benefits of TQM: An approach based on organisational design. Total Quality Management & Business Excellence, 21(4), 363–382.
   Web of Science ®Google Scholar
• Garengo, P. (2009). A performance measurement system for SMEs taking part in Quality Award Programmes. Total Quality Management & Business Excellence, 20(1), 91–105.
   Web of Science ®Google Scholar
• Glasner, A. (1997). Quality assessment and quality enhancement: Eliminating unsatisfactory provision. Quality Assurance in Education, 5(4), 190–200.
   Google Scholar
• Gómez-Gras, J., & Verdú-Jover, A. J. (2005). TQM, structural and strategic flexibility and performance: An empirical research study. Total Quality Management & Business Excellence, 16(7), 841–860.
   Web of Science ®Google Scholar
• Gómez, G. J., Costa, M. M., & Lorente, MÁ. (2011). A critical evaluation of the EFQM model. International Journal of Quality & Reliability Management, 28(5), 484–502.
   Google Scholar
• Hafeez, K., Malak, N., & Abdelmeguid, H. (2006). A framework for TQM to achieve business excellence. Total Quality Management & Business Excellence, 17(9), 1213–1229.
   Web of Science ®Google Scholar
• Hamid, M. (2015). Value-based performance excellence model for higher education institutions. Quality and Quantity, 49, 1919–1944.
   Web of Science ®Google Scholar
• Hamid, A. M., Mustafa, Z., Suradi, N. R., Idris, F., & Abdullah, M. (2013). Value-based performance excellence measurement for higher education institution: Instrument validation. Quality and Quantity, 47, 3019–3030.
   Web of Science ®Google Scholar
• Hassan, D. (2005). Measuring performance in the healthcare field: A multiple stakeholders’ perspective. Total Quality Management & Business Excellence, 16(8–9), 945–953.
   Web of Science ®Google Scholar
• Hassan, M. U., Nawaz, M. S., Shaukat, S., & Hassan, S. (2014). An empirical assessment of TQM dimensions and their relationship with firm performance: Evidence from the textile sector of Pakistan. World Applied Sciences Journal, 30(6), 696–705.
   Google Scholar
• Heras-Saizarbitoria, I., Marimon, F., & Casadesús, M. (2012). An empirical study of the relationships within the categories of the EFQM model. Total Quality Management & Business Excellence, 23(5–6), 523–540.
   Web of Science ®Google Scholar
• Huang, C.-T., Yeh, T.-M., Lin, W.-T., & Lee, B.-T. (2009). A fuzzy AHP-based performance evaluation model for implementing SPC in the Taiwanese LCD industry. International Journal of Production Research, 47(18), 5163–5183.
   Web of Science ®Google Scholar
• Huq, Z. (1996). A TQM evaluation framework for hospitals: Observations from a study. International Journal of Quality & Reliability Management, 13(6), 59–76.
   Google Scholar
• Çiçek, M. C., Köksal, G., & Özdemirel, E. N. (2006). A team performance measurement model for continuous improvement. Total Quality Management & Business Excellence, 16(3), 331–349.
   Web of Science ®Google Scholar
• Jaeger, A., & Matyas, K. (2016). Transformation of the EFQM approach from business towards operations excellence. Production Engineering, 10, 277–291.
   Google Scholar
• Jakhar, S. K., & Barua, K. M. (2014). An integrated model of supply chain performance evaluation and decision-making using structural equation modelling and fuzzy AHP. Production Planning & Control: The Management of Operations, 25(11), 938–957.
   Web of Science ®Google Scholar
• Janz, T., & Harel, G. H. (1993). Performance appraisal for TQM: A team approach. Total Quality Management, 4(3), 275–282.
   Google Scholar
• Jarrett, J. E. (2016). Total quality management (TQM) movement in public health. International Journal of Quality & Reliability Management, 33(1), 25–41.
   Web of Science ®Google Scholar
• Kanji, G. K. (1998). Measurement of business excellence. Total Quality Management, 9(7), 633–643.
   Web of Science ®Google Scholar
• Kanji, G. K. (2008). Architecture of business excellence in the public and service sectors. Total Quality Management & Business Excellence, 19(4), 399–415.
   Web of Science ®Google Scholar
• Kanji, G. K., Malek, A., & Tambi, B. A. (1999). Total quality management in UK higher education institutions. Total Quality Management & Business Excellence, 10(1), 129–153.
   Google Scholar
• Kanji, G. K., & Sá, P. M. (2001). Kanji’s business scorecard. Total Quality Management & Business Excellence, 12(7–8), 898–905.
   Google Scholar
• Kanji, G. K., & Sá, P. M. (2002). Kanji’s business scorecard. Total Quality Management, 13(1), 13–27.
   Web of Science ®Google Scholar
• Kanji, G., & Sá, P. E. (2007). Performance measurement and business excellence: The reinforcing link for the public sector. Total Quality Management & Business Excellence, 18(1–2), 49–56.
   Web of Science ®Google Scholar
• Kasul, R. A., & Motwani, J. G. (1995). Total quality management in manufacturing: Thematic factor assessment. International Journal of Quality & Reliability Management, 12(3), 57–76.
   Google Scholar
• Khan, B. A., & Naeem, H. (2016). Measuring the impact of soft and hard quality practices on service innovation and organisational performance. Total Quality Management & Business Excellence, doi: 10.1080/14783363.2016.1263543
   Web of Science ®Google Scholar
• Khanna, V. K., Vat, P., Shankar, R., Sahay, B. S., & Gautam, A. (2003). TQM modeling of the automobile manufacturing sector: A system dynamics approach. Work Study, 52(2), 94–101.
   Google Scholar
• Kim, D. Y., Kumar, V., & Murphy, S. A. (2010). European Foundation for Quality Management Business Excellence Model: An integrative review and research agenda. International Journal of Quality & Reliability Management, 27(6), 684–701.
   Google Scholar
• Kristensen, K., Juhl, H. J., & Eskildsen, J. (2001). Benchmarking excellence. Measuring Business Excellence, 15(3), 257–291.
   Google Scholar
• Krittanathip, V., Rakkarn, S., Cha-um, S., & Jindawattana, A. (2013). Implementation of self-assessment evaluation for total quality management: A case study of wholesale sectors. Procedia – Social and Behavioral Sciences, 88, 81–88.
   Google Scholar
• Kumar, U., Kumar, V., Grosbois, D., & Choisne, F. (2009). Continuous improvement of performance measurement by TQM adopters. Total Quality Management, 20(6), 603–616.
   Web of Science ®Google Scholar
• Lai, F., Hutchinson, J., Li, D., & Bai, C. (2007). An empirical assessment and application of SERVQUAL in mainland China’s mobile communications industry. International Journal of Quality & Reliability Management, 24(3), 244–262.
   Google Scholar
• Lam, K. C., Wang, D., & Lam, M. C. (2008). The TQM journey of Hong Kong building contractors: From a self-assessment perspective. The TQM Journal, 20(6), 556–569.
   Google Scholar
• Lascelles, D. M., & Dale, B. G. (1991). Levelling out the future. The TQM Magazine, 3(2), 125–128.
   Google Scholar
• Lau, R. S., Zhao, X., & Xiao, M. (2004). Assessing quality management in China with MBNQA criteria. International Journal of Quality & Reliability Management, 21(7), 699–713.
   Google Scholar
• Lee, P.-M., & Quazi, H. A. (2001). A methodology for developing a self-assessment tool to measure quality performance in organizations. International Journal of Quality & Reliability Management, 18(2), 118–141.
   Google Scholar
• Lee, T. Y., Wong, W. K., & Yeung, K. W. (2011). Developing a readiness self-assessment model (RSM) for Six sigma for China enterprises. International Journal of Quality & Reliability Management, 28(2), 169–194.
   Google Scholar
• Liou, T.-S., & Chen, C.-W. (2006). Subjective appraisal of service quality using fuzzy linguistic assessment. International Journal of Quality & Reliability Management, 23(8), 928–943.
   Google Scholar
• Litos, C. I., Politis, Y. N., Grigoroudis, E. T., & Moustakis, V. S. (2012). A sector-oriented methodology for the development of business excellence model – An application in the Greek hotel industry. Journal of Quality Assurance in Hospitality & Tourism, 12(2), 83–103.
   Google Scholar
• Li, M., & Yang, J. B. (2003). A decision model for self-assessment of business process based on the EFQM excellence model. International Journal of Quality & Reliability Management, 20(2), 164–188.
   Google Scholar
• Lobo, R. S., Matawie, K. M., & Samaranayake, P. (2012). Assessment and improvement of quality management capabilities for manufacturing industries in Australia. International Journal of Quality & Reliability Management, 23(1), 103–121.
   Google Scholar
• Lo, Q.-Q., & Chai, K.-H. (2012). Quantitative analysis of quality management literature published in total quality management and business excellence (1996–2010). Total Quality Management & Business Excellence, 23(5–6), 629–651.
   Web of Science ®Google Scholar
• Lockamy, A. (1998). Quality-focused performance measurement systems: A normative model. International Journal of Operations & Production Management, 18(8), 740–766.
   Web of Science ®Google Scholar
• Loh, L., Yeong, W. Y., Wee, C. H., Chong, C. L., & Ngin, P. (1997). Fostering total excellence in business education: Assessment perspectives and learning issues. Journal of Workplace Learning, 9(7), 263–269.
   Google Scholar
• Lu, D., Betts, A., & Croom, S. (2011). Re-investigating business excellence: Values, measures and a framework. Total Quality Management & Business Excellence, 22(12), 1263–1276.
   Web of Science ®Google Scholar
• Luning, P. A., Marcelis, W. J., & Jongen, W. M. (2002). Food quality management: A techno-managerial approach. Wageningen: Wageningen Pers.
   Google Scholar
• Madan, P. (2010). An award journey for business excellence: The case study of a public sector unit. Total Quality Management & Business Excellence, 21(12), 1343–1364.
   Web of Science ®Google Scholar
• Mahmood, K., Qureshi, I. M., & Nisar, A. (2014). An empirical study on measurement of performance through TQM in Pakistani aviation manufacturing industry. International Journal of Quality and Reliability Management, 31(6), 665–680.
   Google Scholar
• Mateos-Ronco, A., & Mezquida, J. H. (2016). Developing a performance management model for the implementation of TQM practices in public education centres. Total Quality Management & Business Excellence, doi: 10.1080/14783363.2016.1216309
   Web of Science ®Google Scholar
• Mavroidis, V., Toliopoulou, S., & Agoritsas, C. (2007). A comparative analysis and review of national quality awards in Europe: Development of critical success factors. The TQM Magazine, 19(5), 454–467.
   Google Scholar
• McAdam, R., & Bannister, A. (2001). Business performance measurement and change management within a TQM framework. International Journal of Operations & Production Management, 21(1/2), 88–108.
   Web of Science ®Google Scholar
• McAdam, R., & Kelly, M. (2002). A business excellence approach to generic benchmarking in SMEs. Benchmarking: An International Journal, 9(1), 1463–5771.
   Google Scholar
• McAdam, R., Keogh, W., Tigani, A. A., & Gardiner, P. (2013). An exploratory study of business excellence implementation in the United Arab Emirates (UAE) public sector: Management and employee perceptions. International Journal of Quality & Reliability Management, 30(4), 426–445.
   Google Scholar
• Melnyk, S. A., Bititci, U., Platts, K., Tobias, J., & Andersen, B. (2014). Is. performance measurement and management fit for the future? Management Accounting Research, 25(2), 173–186.
   Web of Science ®Google Scholar
• Metaxas, I. N., Chatzoglou, P., & Koulouriotis, D. E. (2017). Proposing a new modus operandi for sustainable business excellence: The case of Greek hospitality industry. Total Quality Management & Business Excellence, doi: 10.1080/14783363.2017.1315934
   Web of Science ®Google Scholar
• Metaxas, I. N., & Koulouriotis, D. E. (2014). A theoretical study of the relation between TQM, assessment and sustainable business excellence. Total Quality Management & Business Excellence, 25(5–6), 494–510.
   Web of Science ®Google Scholar
• Metaxas, I. N., Koulouriotis, D. E., & Spartalis, S. H. (2016). A multicriteria model on calculating the Sustainable Business Excellence Index of a firm with fuzzy AHP and TOPSIS. Benchmarking: An International Journal, 23(6), 1522–1557.
   Web of Science ®Google Scholar
• Meyer, S. M., & Collier, D. A. (2001). An empirical test of the causal relationship in the Baldrige health care pilot criteria. Journal of Operations Management, 19(4), 403–426.
   Web of Science ®Google Scholar
• Mosadeghrad, A. M. (2014). Why TQM programmes fail? A pathology approach. The TQM Journal, 26(2), 160–187.
   Google Scholar
• Moullin, M. (2007). Performance measurement definitions: Linking performance measurement and organisational excellence. International Journal of Health Care Quality Assurance, 20(3), 181–183.
   PubMedGoogle Scholar
• Murphy, W. H. (2016). Small and mid-sized enterprises (SMEs) quality management (QM) research (1990–2014): A revealing look at QM's vital role in making SMEs stronger. Journal of Small Business & Entrepreneurship, 28(5), 345–360.
   Google Scholar
• Naylor, G. (1999). Using the business excellence model to develop a strategy for a healthcare organisation. International Journal of Health Care Quality Assurance, 12(2), 37–44.
   Google Scholar
• Ng, K. C., & Hung, I. W. (2001). A model for global manufacturing excellence. Work Study, 50(2), 63–68.
   Google Scholar
• Noronha, C. (2003). National culture and total quality management: Empirical assessment of a theoretical model. The TQM Magazine, 15(5), 351–356.
   Google Scholar
• Ntungo, C. (2007). Quality culture in government: The pursuit of a quality management model. Total Quality Management & Business Excellence, 18(1–2), 135–145.
   Web of Science ®Google Scholar
• Ostrom, A. L., Bitner, M. J., Brown, S. W., Burkhard, K. A., Goul, M., Smith-Daniels, V., & Rabinovich, E. (2010). Moving forward and making a difference: Research priorities for the science of service. Journal of Service Research, 13(1), 4–36.
   Web of Science ®Google Scholar
• Pannirselvam, G. P., & Fergurson, L. A. (2001). A study of the relationships between the Baldrige categories. International Journal of Quality & Reliability Management, 18(1), 14–34.
   Google Scholar
• Pecar, Z., Cervai, S., & Kekale, T. (2009). Developing a European quality assessment tool for schools. The TQM Magazine, 21(3), 284–296.
   Google Scholar
• Pheng, L. S., & Ke-Wei, P. (1996). A framework for implementing TQM in construction. The TQM Magazine, 8(5), 39–46.
   Google Scholar
• Pimentel, L., & Major, M. J. (2014). Quality management and a balanced scorecard as supporting frameworks for a new management model and organisational change. Total Quality Management & Business Excellence, 25(7–8), 763–775.
   Web of Science ®Google Scholar
• Pipan, K. K., Gomiscek, B., & Kljajic, M. (2014). Slovenian national excellence award and total quality management deployment in Slovenian companies. Total Quality Management & Business Excellence, 25(7), 750–762.
   Web of Science ®Google Scholar
• Politis, Y., Litos, C., Grigoroudis, E., & Moustakis, V. S. (2009). A business excellence model for the hotel sector: Implementation to high-class Greek hotels. Benchmarking: An International Journal, 16(4), 462–483.
   Google Scholar
• Politis, Y., & Siskos, Y. (2010). Self-assessment for measuring business excellence: The MUSABE method. Total Quality Management & Business Excellence, 21(11), 1063–1083.
   Web of Science ®Google Scholar
• Psomas, E. L., & Fotopoulos, C. V. (2010). Total quality management practices and results in food companies. International Journal of Productivity and Performance Management, 59(7), 668–687.
   Google Scholar
• Pun, K.-F. (2002). Development of an integrated total quality management and performance measurement system for self-assessment: A method. Total Quality Management, 13(6), 759–777.
   Web of Science ®Google Scholar
• Pun, K. F., Chin, K. S., & Lau, H. (1999). A self-assessed quality management system based on integration of MBNQA/ISO 9000/ISO 14000. International Journal of Quality & Reliability Management, 16(6), 606–629.
   Google Scholar
• Radziwill, N. M. (2013). A review of research in the Quality Management Journal. The Quality Management Journal, 20(1), 7.
   Google Scholar
• Raharjo, H., Xie, M., Goh, T. N., & Brombacher, A. C. (2007). A methodology to improve higher education quality using the quality function deployment and analytic hierarchy process. Total Quality Management & Business Excellence, 18(10), 1478–3371.
   Web of Science ®Google Scholar
• Rahman, S., & Sohal, A. S. (2002). A review and classification of total quality management research in Australia and an agenda for future research. International Journal of Quality and Reliability Management, 19(1), 46–66.
   Google Scholar
• Raja, P. N., Deshmukh, S. G., & Wadhwa, S. (2007). Quality award dimensions: A strategic instrument for measuring health service quality. International Journal of Health Care Quality Assurance, 20(5), 363–378.
   Google Scholar
• Ramadan, N., & Arafeh, M. (2016). Healthcare quality maturity assessment model based on quality drivers. International Journal of Health Care Quality Assurance, 29(3), 337–350.
   PubMed Web of Science ®Google Scholar
• Ren, Y., He, Z., & Luning, P. A. (2016). A systematic assessment of quality assurance-based food safety management system of Chinese edible oil manufacturer in view of context characteristics. Total Quality Management & Business Excellence, 27(7–8), 897–911.
   Web of Science ®Google Scholar
• Ringrose, D. (2013). Development of an organizational excellence framework. The TQM Journal, 25(4), 441–452.
   Google Scholar
• Robinson, H., Anumba, C., Carrillo, P., & Al-Ghassani, A. (2004). Business performance measurement practices in construction engineering organizations. Measuring Business Excellence, 9(1), 13–22.
   Google Scholar
• Rotta, D., & Rave, J. P. (2016). A relevant literary space on the use of the European Foundation for Quality Management Model: Current state and challenges. Total Quality Management. doi: 10.1080/14783363.2016.1150168
   Google Scholar
• Rowley, J. (1998). Quality measurement in the public sector: Some perspectives from the service quality literature. Total Quality Management, 9(2–3), 321–333.
   Web of Science ®Google Scholar
• Ruben, B. D., Russ, T., Smulowitz, S. M., & Connaughton, S. L. (2007). Evaluating the impact of organizational self-assessment in higher education: The Malcolm Baldrige/Excellence in Higher Education framework. Leadership & Organization Development Journal, 28(3), 230–250.
   Google Scholar
• Sainaghi, R., Phillips, P., & Zavarrone, E. (2017). Performance measurement in tourism firms: A content analytical meta-approach. Tourism Management, 59, 36–56.
   Web of Science ®Google Scholar
• Sakthivel, P. B., & Raju, R. (2006). Conceptualizing total quality management in engineering education and developing a TQM educational excellence model. Total Quality Management & Business Excellence, 17(7), 913–934.
   Web of Science ®Google Scholar
• Samuelsson, P., & Nilsson, L-E. (2002). Self-assessment practices in large organisations: Experiences from using the EFQM Excellence Model. International Journal of Quality & Reliability Management, 19(1), 10–23.
   Google Scholar
• Santos-Vijande, M., & Alvarez-Gonzalez, L. I. (2007). TQM and firms performance: An EFQM excellence model research based survey. Int. Journal of Business Science and Applied Management, 2(2), 21–41.
   Google Scholar
• Saunders, I. W., & Graham, M. A. (1992). Total quality management & business excellence. Total Quality Management, 3(3), 243–256.
   Google Scholar
• Saunders, M., & Mann, R. (2005). Self-assessment in a multi-organisational network. International Journal of Quality & Reliability Management, 22(6), 554–571.
   Google Scholar
• Sharma, M., & Kodali, R. (2008a). Development of a framework for manufacturing excellence. Measuring Business Excellence, 12(4), 50–66.
   Google Scholar
• Sharma, M., & Kodali, R. (2008b). TQM implementation elements for manufacturing excellence. The TQM Magazine, 20(6), 599–621.
   Google Scholar
• Simpson, R., & Hill, F. (2004). Squaring the circle: Managing and measuring organizational performance whilst stimulating change and innovation. Total Quality Management & Business Excellence, 15(5–6), 689–697.
   Web of Science ®Google Scholar
• Sinclair, D. (1996). Assessing the effectiveness of performance measurement systems: A case study. Total Quality Management, 7(4), 367–378.
   Web of Science ®Google Scholar
• Sinclair, D., & Zairi, M. (2001). An empirical study of key elements of total quality-based performance measurement systems: A case study approach in the service industry sector. Total Quality Management & Business Excellence, 12(4), 535–550.
   Google Scholar
• Singh, H., & Kumar, R. (2013). Hybrid methodology for measuring the utilization of advanced manufacturing technologies using AHP and TOPSIS. Benchmarking: An International Journal, 20(2), 169–185.
   Google Scholar
• Singh, A. K., & Shrivastava, R. L. (2012). Total quality management: Literature review and an agenda for future research. International Journal of Productivity and Quality Management, 10(3). doi: 10.1504/IJPQM.2012.048753
   Google Scholar
• Siva, V., Gremyr, I., Bergquist, B., Garvare, R., Zobel, T., & Isaksson, R. (2016). The support of quality management to sustainable development: A literature review. Journal of Cleaner Production, 138, 148–157.
   Web of Science ®Google Scholar
• Sá, P., & Kanji, G. K. (2003). Finding the path to organisational excellence in Portuguese local government: A performance measurement approach. Total Quality Management & Business Excellence, 14(4), 491–505.
   Web of Science ®Google Scholar
• Soltani, E., Lai, P.-C., Javadeen, S. R., & Gholipour, T. H. (2008). A review of the theory and practice of managing TQM: An integrative framework. Total Quality Management & Business Excellence, 19(5), 461–479.
   Web of Science ®Google Scholar
• Sommerville, J., & Robertson, H. W. (2000). A scorecard approach to benchmarking for total quality construction. International Journal of Quality & Reliability Management, 17(4/5), 453–466.
   Google Scholar
• Sousa, S., & Aspinwall, E. (2010). Development of a performance measurement framework for SMEs. Total Quality Management & Business Excellence, 21(5), 475–501.
   Web of Science ®Google Scholar
• Stankard, M. F., & Snell, T. M. (2007). Designing a Baldrige-based service to improve business health. Total Quality Management & Business Excellence, 18(9), 1015–1022.
   Web of Science ®Google Scholar
• Suárez, E., Roldán, J. L., & Calvo-Mora, A. (2014). A structural analysis of the EFQM model: An assessment of the mediating role of process management. Journal of Business Economics and Management, 15(5), 862–885.
   Web of Science ®Google Scholar
• Svensson, M., & Klefsjo, B. (2006). TQM-based self-assessment in the education sector: Experiences from a Swedish upper secondary school project. Quality Assurance in Education, 14(4), 299–323.
   Google Scholar
• Sweis, R. J., Al-Ghawi, H. J., AlSaleh, N. A.-A., Al-Zu’bi, M. Z., & Obeidat, B. Y. (2015). Benchmarking of TQM: The case of Hikma Pharmaceuticals Company. Benchmarking: An International Journal, 22(3), 488–504.
   Web of Science ®Google Scholar
• Tam, C. M., & Hui, M. Y. (1996). Total quality management in a public transport organisation in Hong Kong. International Journal of Project Management, 14(5), 311–315.
   Google Scholar
• Tannock, J. D., & Earl, C. F. (1990). Assessment of quality performance in manufacturing. Total Quality Management & Business Excellence, 1(2), 197–206.
   Google Scholar
• Tarı, J. J. (2005). Components of successful total quality management. The TQM Magazine, 17(2), 182–194.
   Google Scholar
• Tarí, J. J. (2007). Improving service quality in a Spanish police service. Total Quality Management & Business Excellence, 17(3), 409–424.
   Web of Science ®Google Scholar
• Tavana, M., Yazdi, A. K., Shiri, M., & Rappaport, J. (2011). An EFQM-Rembrandt excellence model based on the theory of displaced ideal. Benchmarking: An International Journal, 18(5), 644–667.
   Google Scholar
• Taylor, W. A., & Adair, R. G. (1994). Evolution of quality awards and self-assessment practices in Europe: A case for considering organization size. Total Quality Management & Business Excellence, 5(4), 227–237.
   Google Scholar
• Thawesaengskulthai, N., Wongrukmit, P., & Dahlgaard, J. J. (2015). Hospital service quality measurement models: Patients from Asia, Europe, Australia and America. Total Quality Management & Business Excellence, 26(9–10), 1029–1041.
   Web of Science ®Google Scholar
• Tomaževič, N., Seljak, J., & Aristovnik, A. (2016). TQM in public administration organisations: An application of data envelopment analysis in the police service. Total Quality Management & Business Excellence, 27(11–12), 1396–1412.
   Web of Science ®Google Scholar
• Tsang, J. H., & Antony, J. (2001). Total quality management in UK service organisations: Some key findings from a survey. Managing Service Quality: An International Journal, 11(2), 132–141.
   Google Scholar
• Tutuncu, O., & Kucukusta, D. (2010). Canonical correlation between job satisfaction and EFQM business excellence model. Quality & Quantity, 44, 1227–1238.
   Web of Science ®Google Scholar
• Van Der Spiegel, M., Luning, P. A., De Boer, W. J., Ziggers, G. W., & Jongen, W. M. F. (2006). Measuring effectiveness of food quality management in the bakery sector. Total Quality Management & Business Excellence, 17(6), 691–708.
   Web of Science ®Google Scholar
• Van der Spiegel, M., Luning, P. A., Ziggers, G. W., & Jongen, W. M. (2005). Development of the instrument IMAQE-food to measure effectiveness of quality management. International Journal of Quality & Reliability Management, 22(3), 234–255.
   Google Scholar
• Venkatraman, S. (2007). A framework for implementing TQM in higher education programs. Quality Assurance in Education, 15(1), 92–112.
   Google Scholar
• Vukomanovic, M., Radujkovic, M., & Nahod, M. M. (2014). EFQM excellence model as the TQM model of the construction industry of Southeastern Europe. Journal of Civil Engineering and Management, 20(1), 70–81.
   Web of Science ®Google Scholar
• Walden, J. (2003). Performance excellence: A QFD approach. International Journal of Quality & Reliability Management, 20(1), 123–133.
   Google Scholar
• Wang, L. C., & Ahmed, K. P. (2001). Energizing the organization – a new agenda for business excellence. Measuring Business Excellence, 5, 22–27.
   Google Scholar
• Widrick, S. M., Mergen, E., & Grant, D. (2002). Measuring the dimensions of quality in higher education. Total Quality Management & Business Excellence, 13(1), 123–131.
   Google Scholar
• Wilkinson, A., Marchington, M., Goodman, J., & Ackers, P. (1992). Total quality management and employee involvement. Human Resource Management Journal, 2(4), 1–20.
   Google Scholar
• Wilkinson, A., Redman, T., Snape, E., & Marchington, M. (1998). Managing with total quality management: Theory and practice. London: Macmillan.
   Google Scholar
• Wiśniewska, M., & Szczepańska, K. A. (2014). Quality management frameworks implementation in Polish local governments. Total Quality Management & Business Excellence, 25(4), 352–366.
   Web of Science ®Google Scholar
• Woon, K. C. (2000). Assessment of TQM implementation: Benchmarking Singapore’s productivity leaders. Business Process Management Journal, 6(4), 314–330.
   Google Scholar
• Xiong, J., He, Z., Ke, B., & Zhang, M. (2016). Development and validation of a measurement instrument for assessing quality management practices in hospitals: An exploratory study. Total Quality Management & Business Excellence, 27(5–6), 465–478.
   Web of Science ®Google Scholar
• Yang, J. B., Dale, B. G., & Siow, C. H. (2001). Self-assessment of excellence: An application of the evidential reasoning approach. International Journal of Production Research, 39(16), 3789–3812.
   Web of Science ®Google Scholar
• Yong, K. T., & Pheng, L. S. (2008). Organizational culture and TQM implementation in construction firms in Singapore. Construction Management and Economics, 26(3), 237–248.
   Google Scholar
• Zadeh, E. A., Safari, H., Abdollahi, B., & Ghasemi, R. (2011). Canonical correlation analysis between enabler and results in EFQM model; a case study in TAVANIR Company in Iran. European Journal of Social Sciences, 21(3), 483–492.
   Google Scholar
• Zhang, Z., Waszink, A., & Wijngaard, J. (2000). An instrument for measuring TQM implementation for Chinese manufacturing companies. International Journal of Quality & Reliability Management, 17(7), 730–755.
   Google Scholar
• Zhao, F. (2004). Siemens’ business excellence model and sustainable development. Measuring Business Excellence, 8, 55–64.
   Google Scholar