IDEAS home Printed from https://ideas.repec.org/a/ids/ijmcph/v12y2019i2p103-116.html
   My bibliography  Save this article

Clustering employees on the basis of their perception from critical success factors of total quality management and its influence on customer focus

Author

Listed:
  • Mohammad Hosein Karimi Gavareshki
  • Reza Dabestani
  • Arman Safar Oghli Azar

Abstract

Companies' urge to maximise their profits and their attempts to remain in the highly competitive globalised market gave birth to the TQM concept and have kept it alive. TQM is a comprehensive look which encompasses virtually every aspect of the value chain as well as the human resource and customer satisfaction. Therefore, a great number of companies feel obliged to implement its rules, and procedures. However, the concept is rather complicated and culture-bound, and calls for further research in new settings. The aim of this study is to examine the influences of critical success factors of TQM on customer focus therefore, employees are classified based on their perceptions from critical success factors of total quality management and consequently the level of customer focus is compared between the different classifications. The findings reveal that there is significant difference on the level of the customer focus between the established groups of employees.

Suggested Citation

  • Mohammad Hosein Karimi Gavareshki & Reza Dabestani & Arman Safar Oghli Azar, 2019. "Clustering employees on the basis of their perception from critical success factors of total quality management and its influence on customer focus," International Journal of Management Concepts and Philosophy, Inderscience Enterprises Ltd, vol. 12(2), pages 103-116.
    • Handle: RePEc:ids:ijmcph:v:12:y:2019:i:2:p:103-116
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=99324
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:ijmcph:v:12:y:2019:i:2:p:103-116. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=90 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.