Recent studies on total quality management (TQM) show that there is sudden shift in the application of TQM from manufacturing to service organization and voluminous studies have been undertaken in it. TQM has taken a strong place in all sectors and emerged out as an approach for process...

This paper presents the results of a study of hotels that are certified for quality management to identify the reasons for seeking quality certification. The authors analyse whether internal or external drivers for seeking certification have different impacts on benefits and the use of quality...

Total quality management (TQM) has been widely considered as the strategic, tactical and operational tool in the quality management research field. It is one of the most applied and well accepted approaches for business excellence besides Continuous Quality Improvement (CQI), Six Sigma,...

Total quality management (TQM) is an integrated management approach that aim to continuously improve the performance of products, processes, and services to achieve and surpass customer’s expectations. To accomplish this objective, some key factors that contribute to the success of TQM efforts...

During the last two decades, the level of total quality management (TQM) awareness has considerably increased in the service industries. With the ever-increasing customer demand, the global competition service industries are forced to re-think to improve their TQM practices and overcome the...

The purpose of this paper is to explore the associate between service innovation and service quality with specific emphasis to 4D model. Design methodology approach is based on overview of literature and models that are related to the concepts of service innovation and service quality, including...

Over the last two decades, service organisations have embraced total quality management (TQM) as an effective management tool to improve their service quality. They have begun to show a keen interest in TQM by working on quality and related areas. TQM has become a major area of attention to...

This study focuses on the state of usage of quality tools and techniques in Indian service industries. To achieve this objective, a comprehensive instrument was constructed and distributed to select Indian service companies. The usage of quality tools and techniques was surveyed and then...

Purpose – The purpose of this paper is to investigate the relationship between total quality management (TQM) practices and quality performance in Indian service companies. Design/methodology/approach – The empirical data was collected using a self-administered instrument that was...