The DOI matches its Crossref record; 48 of the 48 references it cites were found in a registry or an index.
The TQM Paradox: Relations among TQM practices, plant performance, and customer satisfaction
Abstract
We empirically examine a mediational model of TQM, in which TQM practices have a direct impact on customer satisfaction and an indirect impact mediated through plant performance. We adopt a survey approach using the data from 339 manufacturing companies. We first establish convergent validity, discriminant validity, and reliability of the constructs. We then examine the model using LISREL 8.10. The results suggest paradoxical relations among TQM practices, plant performance, and customer satisfaction. TQM practices have a stronger impact on customer satisfaction than they do on plant performance. Further, the plant performance, as described in the mediational model, fails to show a significant impact on customer satisfaction. This observation is explained based on an institutional argument that states that loose coupling may occur between TQM practices designed for customer demands and the activities on the plant floor designed for plant performance.
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Cited by
Lean manufacturing: context, practice bundles, and performance
Shah, R., & Ward, P. T. (2003) · Journal of Operations Management · doi:10.1016/s0272-6963(02)00108-0 · Cited by 2,897
The relationship between total quality management practices and their effects on firm performance
Kaynak, H. (2003) · Journal of Operations Management · doi:10.1016/s0272-6963(03)00004-4 · Cited by 1,893
Saeidi, S. P., Sofian, S., Saeidi, P., Saeidi, S. P., & Saaeidi, S. A. (2015) · Journal of Business Research · doi:10.1016/j.jbusres.2014.06.024 · Cited by 1,540
Dubey, R., Gunasekaran, A., Childe, S. J., Blome, C., & Papadopoulos, T. (2019) · British Journal of Management · doi:10.1111/1467-8551.12355 · Cited by 881
Sadikoglu, E., & Zehir, C. (2010) · International Journal of Production Economics · doi:10.1016/j.ijpe.2010.02.013 · Cited by 600
Metadata
- Authors
- Choi, T. Y., & Eboch, K.
- Venue
- Journal of Operations Management
- Publisher
- Wiley
- Published
- 1998-11-25
- Volume
- 17
- Issue
- 1
- Pages
- 59-75
- ISSN
- 0272-6963 (ISSN-L)
- 1873-1317
- OpenAlex
- W1964019587
- Cited by
- 543
- References
- 48
- FWCI
- 15.19
- Type
- journal article
- Language
- en
- Open access
- closed
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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
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