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Total quality management in service sector: a literature review

Author

Listed:
  • Faisal Talib
  • Zillur Rahman
  • M.N. Qureshi

Abstract

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 practitioners, managers and researchers due to its strong impact on business performance, customer satisfaction and profitability. In the light of this, an attempt has been made to study and understand the theory and concept of TQM, its benefits as well as various facets of service components and its classification. This study also explores the literature on the implementation of TQM in selected service industries. The finding of this study provides a rich contribution towards TQM theory, its role in service sector, as well as presents the different components of services. This paper can help business managers and quality practitioners in better understanding TQM, service systems concept as well as TQM implementation in service sector. The scope for future study is presented at the end.

Suggested Citation

  • Faisal Talib & Zillur Rahman & M.N. Qureshi, 2012. "Total quality management in service sector: a literature review," International Journal of Business Innovation and Research, Inderscience Enterprises Ltd, vol. 6(3), pages 259-301.
    • Handle: RePEc:ids:ijbire:v:6:y:2012:i:3:p:259-301
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    Citations

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    Cited by:

    1. Radovan Savov & Juraj Cheben & Drahoslav Lancaric & Roman Serencéš, 2017. "MBNQA Approach in Quality Management Supporting Sustainable Business Performance in Agribusiness," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 19(44), pages 1-11, February.
    2. Rana Basu & Prabha Bhola, 2015. "Exploring Quality Management Practices and Its Pattern Analysis in Indian Service SMEs," Journal of Enterprising Culture (JEC), World Scientific Publishing Co. Pte. Ltd., vol. 23(02), pages 199-235, June.
    3. Tomáš Dania & Kateřina Mlejnková & Ida Rašovská, 2019. "Quality Destination Management," Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, Mendel University Press, vol. 67(4), pages 1027-1037.
    4. Naif Almakayeel, 2023. "Relationship Modeling of Travel Website Quality toward Customer Satisfaction Influencing Purchase Intention," Sustainability, MDPI, vol. 15(10), pages 1-15, May.

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