Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/27859
Title: Quality management and organizational context in selected service industries of China
Authors: Zhao, X
Yeung, ACL 
Lee, TS
Keywords: Business results
Empirical taxonomy
Organizational context
Quality management
Issue Date: 2004
Publisher: Elsevier
Source: Journal of operations management, 2004, v. 22, no. 6, p. 575-587 How to cite?
Journal: Journal of operations management 
Abstract: By developing an empirical taxonomy of quality management systems (QMS) in selected service industries in China, we compare the taxonomy of QMS developed in the service industries to that found in previous studies in manufacturing industries. We further investigate contingency relationships between the development of a QMS and its organizational contexts. Based on cluster analyses of quality management practices measured by the Malcolm Baldrige National Quality Award (MBNQA) criteria, we found four patterns of service quality management practices: undeveloped, accommodating, strategic, and soft quality systems. Our research indicates that the type of quality system adopted by an organization is highly associated with organizational contextual factors. Our results indicate that environmental uncertainty shapes the development of a QMS in the early stage, while the perceived importance of quality induces the further development of a QMS to a strategic quality system. The results also show that small service firms that compete locally can achieve very good performance results using a soft quality system, a QMS with no formal process management systems. This research provides empirical evidence on contingent relationships among quality management practices, organizational context, and business performance, thus contributing to contingency theory in quality management.
URI: http://hdl.handle.net/10397/27859
ISSN: 0272-6963
DOI: 10.1016/j.jom.2004.08.003
Appears in Collections:Journal/Magazine Article

Access
View full-text via PolyU eLinks SFX Query
Show full item record

SCOPUSTM   
Citations

69
Last Week
0
Last month
0
Citations as of Sep 11, 2017

WEB OF SCIENCETM
Citations

61
Last Week
0
Last month
0
Citations as of Sep 22, 2017

Page view(s)

65
Last Week
1
Last month
Checked on Sep 24, 2017

Google ScholarTM

Check

Altmetric



Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.