Considers management views on the operation of quality management (QM) strategies in two service sector organizations, one in financial services and the other in hotel & catering. Examines some of the soft/HRM aspects of quality management. Finds that there have been moves towards the more...

Purpose of this paper is to review the role and impact of top management commitment and leadership on total quality management (TQM) in service organizations in Malaysia, and to come out with a conceptual framework model. A total of 15 related studies selected from well known electronic academic...

Purpose of this paper is to review the most recent literature on total quality management (TQM) practices in service organizations in Malaysia, and to identify which practices have more effect on the function and efficiency of service organizations as well as on results of TQM implementation. A...