Total Quality Management (TQM): Concepts, Implementation and Applications


Jeffry A. Doney (Editor)

Series: Management Science – Theory and Applications
BISAC: BUS041000

The opening study in Total Quality Management (TQM): Concepts, Implementation and Applications investigates the quality of administrative services and student satisfaction—an important dimension of Total Quality Management—provided in higher education institutions. A questionnaire survey, developed using the well-known service quality model SERVQUAL, was used to explore its five dimensions, namely: reliability, assurance, tangibles, empathy, and responsiveness.

Following this, the authors empirically examine the relationship between Total Quality Management-SMEs’ performance and organizational culture under a moderation model in the Kingdom of Saudi Arabia. The research utilizes partial least squares to examine the moderating effect of organizational culture on the association between Total Quality Management and SMEs’ performance.

Lastly, the authors develop a model and empirically test it to assess the impact of Total Quality Management on incremental and radical innovation and customer satisfaction, finding that Total Quality Management is positively linked to incremental and radical innovation, whereas no association was found for radical innovation and customer satisfaction.
(Imprint: Nova)

Table of Contents

Table of Contents


Chapter 1. Quality of Administrative Services in Higher Education Institutions and Customer Satisfaction: A Servqual Application
(Eleni Sfakianaki, Spiridon Rizos and Andreas Kakouris, School of Social Sciences, Hellenic Open University, Patra, Greece, University of the Aegean, School of Business, Department of Business Administration, Chios, Greece)

Chapter 2. Total Quality Management, Organizational Culture and Performance: A Study of SMEs in a Developing Economy
(Gamal Abdualmajed Ali, Haim Hilman and Abdullahi Hassan Gorondutse, School of Business Management, Universiti Utara Malaysia, Sintok, Kedah, Malaysia)

Chapter 3. Incremental and Radical Innovation through Total Quality Management
(Lorena Para-González, Daniel Jiménez-Jiménez and Ángel Rafael Martínez-Lorente, Economics and Juridical Sciences Department, University Centre of Defence at the Spanish Air Force Academy, Ministry of Defence-Technical University of Cartagena, Santiago de la Ribera, Spain, and others)


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