Impact of Total Quality Management on Innovation in Service Organizations: Literature review and New Conceptual Framework

被引：61
|
作者：
Bon, Abdul Talib [1 ]
Mustafa, Esam M. A. [1 ]
机构：
[1] Univ Tun Hussein Onn Malaysia UTHM, Fac Technol Management & Business, Parit Raja 86400, Johor, Malaysia
来源：
MALAYSIAN TECHNICAL UNIVERSITIES CONFERENCE ON ENGINEERING & TECHNOLOGY 2012 (MUCET 2012) | 2013年 / 53卷
关键词：
TQM; innovation; relationship; service organization; CUSTOMER SATISFACTION; TQM IMPLEMENTATION; PERFORMANCE; ADOPTION; SOFT; CONSTRUCTION; FIRMS;
D O I：
10.1016/j.proeng.2013.02.067
中图分类号：
T [工业技术];
学科分类号：
08 ;
摘要：
Purpose of this paper is to review the literature on the relationship between total quality management TQM and innovation in services organization, and to develop a research conceptual framework on this relationship. The most recent studies investigated the TQM-innovation relationship and involved service industries in its scope have been reviewed. A discussion on the TQM practices in service organization is presented and conceptual framework and model are proposed. (C) 2013 The Authors. Published by Elsevier Ltd.
引用
收藏
页码：516 / 529
页数：14
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