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Exploring the Challenges and Techniques Used for Improving Customer Satisfaction Through TQM: An Empirical Study
16 references·0 citing·47 second hop
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The mediating role of competitive advantage, reputation, and customer satisfaction (2014)Conceiving the self (1979)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Effect of image, satisfaction, trust, love, and respect on loyalty formation for name-brand coffee shops (2018)The mediating effect of brand image on the relationships between social media advertising content, sales promotion content and behaviuoral intention (2019)The impact of social media activities on brand image and emotional attachment (2020)A Service Quality Model and its Marketing Implications (1984)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Measuring Service Quality: A Reexamination and Extension (1992)Determinants of customer‐perceived service quality: a confirmatory factor analysis approach (2002)Internal market orientation (2002)The Influence of On-Line Brand Community Characteristics on Community Commitment and Brand Loyalty (2008)Coefficient Alpha and the Internal Structure of Tests (1951)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Total quality management as competitive advantage: A review and empirical study (1995)Meta‐analysis of the relationship between quality management practices and firm performance—implications for quality management theory development (2005)Investigating the effects of innovation and employee performance on the relationship between total quality management practices and firm performance: An empirical study of Turkish firms (2010)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)The iron cage revisited institutional isomorphism and collective rationality in organizational fields (2004)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)Customer Engagement as a New Perspective in Customer Management (2010)Social media technology usage and customer relationship performance: A capabilities-based examination of social CRM (2013)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)THE IMPACT OF HUMAN RESOURCE AND OPERATIONAL MANAGEMENT PRACTICES ON COMPANY PRODUCTIVITY: A LONGITUDINAL STUDY (2008)Delivering quality service: balancing customer perceptions and expectations (1990)Econometric Analysis of Cross Section and Panel Data (2001)THE EFFECT OF SOCIAL MEDIA MARKETING ACTIVITIES ON BRAND AWARENESS, BRAND IMAGE AND BRAND LOYALTY (2018)Service Quality, Perceived Value and Customer Satisfaction on Behavioral Intention in Restaurants: An Integrated Structural Model (2020)Effects of service quality and customer satisfaction on loyalty of bank customers (2021)Profiting from technological innovation: Implications for integration, collaboration, licensing and public policy (1986)PSYCHOLOGICAL, EMPOWERMENT IN THE WORKPLACE: DIMENSIONS, MEASUREMENT AND VALIDATION. (1995)Dynamic capabilities and strategic management (1997)Designing Sustainable HRM: The Core Characteristics of Emerging Field (2018)The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector (2019)Does green intellectual capital spur corporate environmental performance through green workforce? (2021)DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS (1994)Innovation Speed: A Conceptual Model of Context, Antecedents, and Outcomes (1996)Balancing exploration and exploitation: The moderating role of competitive intensity (2005)Echoes of the Vision (1993)Can I Help You? (1994)At the Center of the Action: Innovation and Technology Strategy Research in the Small Business Setting (2009)
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References

  • 1990Juran's Quality Control Handbook1,384 cited
  • 2005The Role of Relational Information Processes and Technology Use in Customer Relationship Management967 cited
  • 2006Examining the effects of contextual factors on TQM and performance through the lens of organizational theories: An empirical study764 cited
  • 1998TQM impact on quality conformance and customer satisfaction: A causal model623 cited
  • 1998The TQM Paradox: Relations among TQM practices, plant performance, and customer satisfaction543 cited
  • 1998Customer‐service provider relationships: an empirical test of a model of service quality, satisfaction and relationship‐oriented outcomes393 cited
  • 2015The Impact of Brand Image on Consumer Behavior: A Literature Review379 cited
  • 2018Innovation, sustainable HRM and customer satisfaction304 cited
  • 2016An investigation of service quality, customer satisfaction and loyalty in China's airline market293 cited
  • 2018Out of the Crisis281 cited
  • 2007Consumer shopping value, satisfaction and loyalty in discount retailing273 cited
  • 2013An empirical investigation of relationship between total quality management practices and quality performance in Indian service companies258 cited
  • 2000Quality‐related Action Programs: Their Impact on Quality Performance and Firm Performance210 cited
  • 2013The influence of airline service quality on passenger satisfaction and loyalty

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205 cited
  • 2009TQM and customer satisfaction in Malaysia's service sector185 cited
  • 2000Business excellence through customer satisfaction147 cited
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