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An Empirical Investigation of the Relationship between Quality Management Factors and Customer Satisfaction, Improved Competitive Position and Overall Business Performance
16 references·4 citing·38 second hop
An Empirical Investigation of the Relationship between Quality Management Factors and Customer Satisfaction, Improved Competitive Position and Overall Business Performance (2008)An Empirical Investigation of the Relatio…Components of successful total quality management (2005)Components of successful tota…An index method for measurement of customer satisfaction (2004)An index method for measureme…A comparative study of TQM practice and organisational performance of SMEs with and without ISO 9000 certification (2001)A comparative study of TQM pr…TQM and business performance in the service sector: a Singapore study (2000)TQM and business performance …A study of the relationship between quality management practices and performance in small businesses (1999)A study of the relationship b…Total quality management as competitive advantage: A review and empirical study (1995)Total quality management as c…The Impact of Quality Management Practices on Performance and Competitive Advantage (1995)The Impact of Quality Managem…REFRAMING THE ORGANIZATION: WHY IMPLEMENTING TOTAL QUALITY IS EASIER SAID THAN DONE (1994)REFRAMING THE ORGANIZATION: W…A framework for quality management research and an associated measurement instrument (1994)A framework for quality manag…The Antecedents and Consequences of Customer Satisfaction for Firms (1993)The Antecedents and Consequen…A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)A Dynamic Process Model of Se…A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)A Dynamic Process Model of Se…An Instrument for Measuring the Critical Factors of Quality Management (1989)An Instrument for Measuring t…Out of the Crisis (1982)Out of the CrisisMeasuring and Assessing Organizations. (1981)Measuring and Assessing Organ…Quality Is Free: The Art of Making Quality Certain (1979)Quality Is Free: The Art of M…Business Resilience as a Mediator in the Link Between Digital Logistics Strategies and Competitive Advantage: Insights from Emerging Markets (2025)Business Resilience as a Medi…Effect of total quality management practices on nonfinancial performance: an empirical analysis of automotive engineering industry in Ethiopia (2021)Effect of total quality manag…The Role of Total Quality Management Practices on Quality Performance (2014)The Role of Total Quality Man…Adoption of quality management practices (2014)Adoption of quality managemen…Coefficient Alpha and the Internal Structure of Tests (1951)Arcs of integration: an international study of supply chain strategies (2001)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Prospect theory: An analysis of decision under risk (1988)Whence Consumer Loyalty? (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Marketing management: analysis. planning. implementation and control (2000)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Competitive Advantage: Creating and Sustaining Superior Performance (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Lean manufacturing: context, practice bundles, and performance (2002)Towards a theory of supply chain management: the constructs and measurements (2004)Defining and developing measures of lean production (2007)Specification Tests in Econometrics (1978)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)LEAN AND GREEN? AN EMPIRICAL EXAMINATION OF THE RELATIONSHIP BETWEEN LEAN PRODUCTION AND ENVIRONMENTAL PERFORMANCE (2001)Exploring the Locus of Profitable Pollution Reduction (2002)Contingency research in operations management practices (2008)Firm Resources and Sustained Competitive Advantage (1991)Is the Resource-Based "View" a Useful Perspective for Strategic Management Research? (2001)Exploitation, Exploration, and Process Management: The Productivity Dilemma Revisited (2003)Firm resources and sustained competitive advantage (2004)Beyond Accuracy: What Data Quality Means to Data Consumers (1996)Role congruity theory of prejudice toward female leaders. (2002)Transformational, transactional, and laissez-faire leadership styles: A meta-analysis comparing women and men. (2003)Conducting case study research in operations management (1993)DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS (1994)Foundations of Corporate Success (1995)The Correlates of Entrepreneurship in Three Types of Firms (1983)Organizational Information Requirements, Media Richness and Structural Design (1986)ASSESSING THE WORK ENVIRONMENT FOR CREATIVITY. (1996)Tourism image, evaluation variables and after purchase behaviour: inter-relationship (2001)The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach (2002)The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services (2009)
this work references cited by second hop

References

  • 1982Out of the Crisis7,278 cited
  • 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
  • 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
  • 1995Total quality management as competitive advantage: A review and empirical study2,640 cited
  • 1979Quality Is Free: The Art of Making Quality Certain2,574 cited
  • 1989An Instrument for Measuring the Critical Factors of Quality Management2,032 cited
  • 1994A framework for quality management research and an associated measurement instrument1,968 cited
  • 1981Measuring and Assessing Organizations.1,648 cited
  • 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions1,518 cited
  • 1995The Impact of Quality Management Practices on Performance and Competitive Advantage1,311 cited
  • 1994REFRAMING THE ORGANIZATION: WHY IMPLEMENTING TOTAL QUALITY IS EASIER SAID THAN DONE582 cited
  • 2005Components of successful total quality management294 cited
  • 2001A comparative study of TQM practice and organisational performance of SMEs with and without ISO 9000 certification292 cited
  • 2000TQM and business performance in the service sector: a Singapore study261 cited
  • 2004

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An index method for measurement of customer satisfaction
243 cited
  • 1999A study of the relationship between quality management practices and performance in small businesses240 cited
  • Cited by

    • 2014Adoption of quality management practices29 cited
    • 2014The Role of Total Quality Management Practices on Quality Performance26 cited
    • 2021Effect of total quality management practices on nonfinancial performance: an empirical analysis of automotive engineering industry in Ethiopia21 cited
    • 2025Business Resilience as a Mediator in the Link Between Digital Logistics Strategies and Competitive Advantage: Insights from Emerging Markets14 cited