Purpose – The objective of this study is to investigate the differences between high and low‐performing manufacturing organizations in relation to critical organizational performance dimensions. Design/methodology/approach – The types and frequency of performance measures used by the...

While many researchers tend to agree that quality improvement efforts lead to operational and customer‐related organizational gains, the financial bottom‐line impact of quality efforts is still debatable. Utilizes a sample of 68 certified Portuguese firms to shed some light on the nature of...

Purpose – The purpose of this paper is twofold: first, to study the environmental and competitive factors in the service organizations and second, to investigate the extent of effective implementation of quality improvement initiatives in different operational settings....