Quality Management Practices in Manufacturing and Service Corporations: How are they Different?
Abstract
This study examines the relative perceptions of manufacturing and service quality executives about the use and benefits of quality management programs. In particular, survey responses from 358 of the largest U.S. manufacturing and service corporations were used to assess the impact of quality program practices, training, support, and results. This exploratory research suggests that quality management systems have been more thoroughly developed by manufacturing firms relative to service companies. Many quality management practices have resulted in greater perceived competitive results in the manufacturing environment. The greater success of those quality practices in manufacturing firms may be related to the increased training in these programs and higher levels of management and employee support. The greater success of some quality management practices may also provide important insights to manufacturing and service organizations on gaining competitive advantage, especially in terms of customer relationships.Download Info
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Bibliographic Info
Article provided by Emerald Group Publishing in its journal American Journal of Business.
Volume (Year): 14 (1999)
Issue (Month): 1 ()
Pages: 33-40
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Web page: http://www.emeraldinsight.com
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Postal: Emerald Group Publishing, Howard House, Wagon Lane, Bingley, BD16 1WA, UK
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Web: http://www.emeraldinsight.com/abs.htm
Related research
Keywords: Competitive advantage; Manufacturing; Quality management; Quality management systems; Service corporations;Find related papers by JEL classification:
- R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
- Z0 - Other Special Topics - - General
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Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.Cited by:
- Robert N. Lussier & Matthew C. Sonfield & Joel Corman & Mary McKinney, 2001. "Strategies Used by Small Business Entrepreneurs," American Journal of Business, Emerald Group Publishing, vol. 16(1), pages 29-38.
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