Purpose – Against a background of a customization imperative embraced by manufacturing firms in industrialised nations and the concomitant call for more balanced performance measurement systems (PMS), this study seeks to examine the mediating role of both non‐financial and financial...

Purpose – The purpose of this paper is to explore the relationship between the extent of total quality management (TQM) implementation and organization performance, and the moderating effect of co‐worker support and organization support on the TQM/performance relationship....