The TQM Journal
Issue(s) available: 110 – From Volume: 20 Issue: 1, to Volume: 36 Issue: 9
Volume 36
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Issue 7 2024
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Issue 6 2024 Quality 4.0 and Kaizen During Disruptive Times: Addressing the Triple Helix Actors’ COVID-19 Pandemic Challenges
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Issue 5 2024 Using Partial Least Squares Structural Equation Modeling (PLS-SEM) in Quality Management
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Issue 4 2024
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Issue 3 2024 Balancing the “hard” and the “soft” shades of TQM: bridging conceptual advancements and managerial insights
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Issue 2 2024
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Issue 1 2024 Strategic Alignment between Industry 4.0 and Operational Excellence methodologies for Smart manufacturing
Volume 35
Volume 34
Volume 33
Volume 32
Volume 31
Volume 30
Volume 29
Volume 28
Volume 27
Volume 26
Volume 25
Volume 24
Volume 23
Volume 22
Volume 21
Does reality congruence determine e-commerce customer’s engagement? Role of service quality, trust and commitment
Pooja, Pranay Verma, Jasbir SinghThe advent of mixed reality technologies in e-commerce presents marketers with numerous challenges in effectively harnessing these technologies to influence desired consumer…
The influence of Industry 4.0 resources on logistics capabilities to optimize remanufacturing and business performance
Sehrish Huma, Abdur Rehman, Waqar AhmedThis study aims to demonstrate the influence of Industry 4.0 (I4.0) adoption on improving logistics capabilities to achieve remanufacturing operations and business logistics…
ISO 9001 as a catalyst: linking staff training to university performance
Shahzaf IqbalThis study investigates the impact of staff training on university performance (UP), focusing particularly on the mediating role of ISO 9001 implementation in the higher education…
Application of hybrid analytic hierarchy process and graph theoretic approach for analysis of barriers of high setup time
Manisha Sudhir Lande, Sudhir LandeIn the era of the circular economy, the economic growth of a country is highly dependent on the sustainable performance of the manufacturing sector. In today’s increasingly…
Strategic plans on the context of business excellence models and its financial impact: the case of the Cavendish banana grower cooperatives
Roentgen Galaroza Dipon, Emerson G. CabudolThis study was conducted to assess the alignment of the strategic plans of the Cavendish banana grower cooperatives to business excellence models (BEMs) and to determine its…
A study into the themes of quality management: early findings from a global research project and agenda for future research
Jiju Antony, Arshia Kaul, Michael Sony, Navjit Singh, Priya Vij, Shreeranga Bhat, S. Yamini, Alessandro LaureaniQuality management (QM) plays a pivotal role in driving organisational efforts to enhance operational efficiency and customer satisfaction. This study aims to explore the most…
The impact of visionary leadership on product quality from the perspective of quality assurance managers in small and medium-sized companies: the mediating role of continual improvement
Khleef AlkhawaldehA review of relevant literature supported the need to examine the nature of the relationships (if any) between visionary leadership, continual improvement and product quality…
Defining, measuring and managing healthcare quality using unstructured physician review comments
Regis Terpend, Christian Rossetti, James KroesPhysician review websites (PRW) and Medicare requirements are pressing administrators to measure, monitor and improve healthcare service delivery. Healthcare service attributes…
Exploring barriers to Quality 4.0 implementation: a multivariate analysis
Arturo Calvo-Mora, Eugénia de Matos Pedro, Eva SuárezIndustry 4.0 (I4.0) technologies and practices are changing the way quality is managed in organizations, giving rise to the movement known as “Quality 4.0” (Q4.0). In this…
Does robotic service quality determine robotic restaurant diners’ engagement behaviors? Role of customer engagement and attachment to the restaurant
Deepak Ramanan Veera RaghavanRobotic restaurants are very novel, and service robots in these restaurants are identified as offering unique advantages in terms of efficiency, tireless service and potentially…
Emerging challenges of SMEs for the post-COVID-19 era: implications for gresilience and sustainability
Pradeep K. Jha, Suvadip Ghorai, Rakhi Jha, Surya Prakash SinghThe main aim of this paper is to investigate key challenges that hinder sustainable and resilient green supply chain (GSC) building in small and medium-sized enterprises (SMEs…
How research contributions of professor Jiju Antony have influenced the field of quality management: an appraisal and critique
Bharti Kapur, Priya Vij, Navjit Singh, Alexander Douglas, Matt PepperThe purpose of this study is to apply bibliometric techniques to critically examine the contributions of Professor (Dr) Jiju Antony in the domain of quality management research…
ID3-driven insights: the proactive prosumer’s role in technological innovation
Mahmoud Abdelaziz Ahmed Abdelaziz, Mohamed Ahmed Ghonim, Jiani Wu, Ahmed Masoud Ahmed AlmandoohThe study aims to reveal the relative importance of each characteristic of a proactive prosumer and determine the role of each characteristic in improving technological innovation.
A multicriteria decision-making model for risk management in an integrated management system
Fernanda Cagnin, Maria Célia Oliveira, Paulo Augusto Cauchick-Miguel, Renata PelissariThis paper proposes a multicriteria model for risk management to identify and assess risks associated with an integrated management system (IMS). The main benefit of the proposed…
Impact of total quality management on the sustainable performance in the Palestinian construction industry
Ismael Jabi, Maryana Faour, Yahya SalehThe main goal of this study is to investigate the impact of total quality management (TQM) on the three pillars (economic, environmental and social) of sustainable performance in…
The influence of remote work on scrum-based information technology projects management: insights for success
Ashraf Bany Mohammed, Hazar Hmoud, Luay Sultan, Husam YaseenThis research examines how recent changes in working practices as a result of COVID-19 – most often making knowledge-based work for technologists remote to the main office – are…
Enhancing service quality in the insurance industry with AI-powered humanoid chatbots
Kanchan Pranay Patil, Mugdha Shailendra Kulkarni, Manoj HudnurkarThis study aims to explore the potential of artificial intelligence with AI-powered humanoid Chatbots (AIPHC) as transformative tools to improve customer service quality in the…
The impact of e-commerce platforms' quality on customer satisfaction and repurchase intention in post COVID-19 settings
Marco Savastano, Sorin Anagnoste, Isabelle Biclesanu, Carlo AmendolaE-commerce expands product and service reach, emphasizing the need for strategic market approaches to enhance e-service quality and drive sales growth. This paper aims to assess…
Exploring the role of additive manufacturing in the prosthetic supply chain: qualitative evidence
Wasan Al-Masa’fah, Ismail Abushaikha, Omar M. BwaliezThis study aims to evaluate the enhancement in prosthetic supply chain capabilities resulting from the implementation of additive manufacturing (AM) technologies. The study…
Evaluation and total quality management: the case of primary education
Nikolaos Kaiseroglou, Eleni Sfakianaki, Christina SiontorouThe purpose of this paper is to investigate perceptions of primary education (PE) teachers with respect to evaluation within the framework of Total Quality Management (TQM) and…
Implementation of Six Sigma methodology in a medical equipment manufacturing company
V. Sreekanth, E.G. Kavilal, Sanu Krishna, Nidhun MohanThis paper aims to highlight how the six sigma methods helped the medical equipment manufacturing company in finding and analysing the root causes that lead to the reduction in…
Flying toward transparency: revealing circular economy disclosure drivers in the airline industry
Vitiana L'Abate, Benedetta Esposito, Nicola Raimo, Daniela Sica, Filippo VitollaAlthough there is a growing body of literature on circular economy disclosure (CED), certain sectors, including the airline industry, remain underexplored despite the particular…
How employee engagement mediates the training and development and work–life balance towards job performance of the private banks?
Selim Ahmed, Dewan Mehrab Ashrafi, Rubina Ahmed, Ezaz Ahmed, Md. AzimThe purpose of the study is to investigate the influence of training and development and work–life balance on employee engagement and job performance at private banks in…
Quality 4.0: the need for Tanzania's service organisation transit to Quality 4.0
Jailos Mrisho NzumileQuality has always been a competitive advantage for every organisation that strives for customer satisfaction when offering services or products. Technological advancements during…
A novel framework for understanding the interplay between the mobile wallet service quality dimensions and loyalty intention
Ashwarya Kapoor, Rajiv Sindwani, Manisha GoelIs there any symmetric or asymmetric connection between mobile wallet service quality (MWSQ) dimensions and loyalty intention? Are there any factors that intervene in the…
The impact of TQM on financial and non-financial performance: the mediating role of corporate social responsibility
Dorsaf Chaher, Lassaad LakhalThis article aims to examine the direct and indirect effect among total quality management (TQM), corporate social responsibility (CSR) and financial and non-financial performance.
Investigating the impact of restaurants’ CSR activities on customer satisfaction: a focus on CSR dimensions
Mohammadsadegh Omidvar, Maria PalazzoThis study explores how the various aspects of corporate social responsibility (CSR) impact customer satisfaction (CS) within the restaurant sector. Furthermore, it seeks to…
Flexible working arrangements on employee well-being concerning the mobile telecommunication industry
Friday Ogbu Edeh, Nurul Mohammad Zayed, Md. Faisal-E-Alam, Vitalii Nitsenko, Oleg BazalukThe well-being of employees is very crucial, especially for the survival and sustainability of the mobile telecommunication industry and thus, the deployment of flexible working…
From waste to worth: a mediation analysis of lean manufacturing and operational performance in developing country
Abul Bashar, Ahsan Akhtar Hasin, Samrat Ray, Md. Nazmus Sakib, Md. Mahbubur Rahman, Nabila Binta BasharLean Manufacturing Systems (LMS) gained popularity among manufacturers globally. However, their efficacy in developing and least-developed countries remained noticeably…
Assessing Industry 4.0 implementation maturity in manufacturing MSMEs – a graph theory and matrix-based approach
Pulok Ranjan Mohanta, Biswajit MahantyIn this paper, a graph theory-based maturity model to comprehensively assess the Industry 4.0 maturity level by means of a multidimensional Industry 4.0 maturity score (MIMS) is…
Unveiling the potential of FMEA in higher education: pathway to improved risk management and quality
Maryam Zulfiqar, Shreeranga Bhat, Michael Sony, Willem Salentijn, Vikas Swarnakar, Jiju Antony, Elizabeth A. Cudney, Sandra Furterer, Olivia McDermott, Raja Jayaraman, Monika FosterWhile educators impart FMEA instruction, its practical implementation within the educational sector remains limited. This study investigates the application of FMEA within higher…
Application of an approach integrating the Kano model and the fuzzy systems theory: a strategic analysis of consumer satisfaction scores
Andre Albuquerque, Claudia Becerra, Fagner José Coutinho de Melo, Denise Dumke de MedeirosThe aim of this research is to propose a quantitative approach to evaluating the quality of services provided, helping organizations to make strategic decisions by better…
Integrated management systems: a content and bibliometric analysis
Panos T. Chountalas, Athanasios G. LagodimosSignificant interest in Integrated Management Systems (IMS), as a key area within ISO-related Management System Standards (MSS) literature, has been evident from both academia and…
The dark side of customer experiences in fast-food industry: exploring the intersection of physical environment, emotions and customer retention
Caglar SamsaThis study examines the impact of physical environmental factors on customer retention in fast-food restaurants/cafeterias. Furthermore, this study examines the mediating effect…
Organizational factors, quality performance and competitive advantage of village-owned enterprise in Indonesia
Hanung Eka Atmaja, Budi Hartono, Clarisa Alfa Lionora, Alex Johanes Simamora, Alkadri Kusalendra SiharisThis research objective is to (1) examine the effect of organizational factors on quality performance, (2) examine the effect of quality performance on competitive advantage and…
An analysis of the effects of value cocreation and tech enjoyment on customer satisfaction in tourism virtual reality
Diana Escandon-Barbosa, Jairo Salas-Paramo, Luis Fernando CaicedoThe main objective of our study is to shed light on how perceived enjoyment influences the intricate relationship between value cocreation and consumer satisfaction, with a…
Exploring Industry 4.0 technologies as drivers of lean implementation in SMEs using COPRAS
Ramads ThekkooteThis paper uses the complex proportionality assessment (COPRAS) method to examine the driving factors of Industry 4.0 (I4) technologies for lean implementation in small and…
A systematic literature review with bibliometric analysis of Quality 4.0
Juman Alsadi, Fathy Alkhatib, Jiju Antony, Jose Arturo Garza-Reyes, Guilherme Tortorella, Elizabeth A. CudneyThis study aims to investigate and provide comprehensive insights into the state of research on Quality 4.0 across various sectors. The investigation focusses on studies conducted…
Industrial revolution and smart farming: a critical analysis of research components in Industry 4.0
Isha Batra, Chetan Sharma, Arun Malik, Shamneesh Sharma, Mahender Singh Kaswan, Jose Arturo Garza-ReyesThe domains of Industry 4.0 and Smart Farming encompass the application of digitization, automation, and data-driven decision-making principles to revolutionize conventional…
Bibliometric analysis on usage of Industry 4.0 technologies in healthcare
Anurodhsingh Khanuja, Rajan Sreedharan, Neha SharmaIndustrial Revolution 4.0 prompts organizations to adopt emerging technologies, and the healthcare industry is no different from them. Further, it is important to adopt new edge…
Integrating online learning into service quality assessment in higher-education its influence on student satisfaction
Nancy Bouranta, Evangelos L. Psomas, Dimitrios KafetzopoulosOnline learning gained ground during the pandemic and has continued to be used in the post-Covid era. Items related to online learning should be included in service quality…
Government innovation management: challenges and opportunities
Shaker A. Aladwan, Aseel AlrababahThis paper aims to identifying challenges faced by innovation in the public sector of Jordan.
Achieving banking industry innovation performance using total quality management: an empirical study
Abraham Ato Ahinful, Abigail Opoku Mensah, Samuel Koomson, Collins Cobblah, Godfred Takyi, Abdul Hamid KwartengWhile scholars have researched the impact of specific total quality management (TQM) aspects on innovation performance (INP), empirical evidence on how the former, as a composite…
The mediatory role of the environmental performance function within the lean-green manufacturing sustainability complex
Tinotenda Machingura, Olufemi Adetunji, Catherine MawareThe objective of the study is to explore the mediatory role of the environmental performance of organisations on their economic and social performances. It demonstrates that…
Role of leadership styles in connecting quality culture and university performance: a higher education perspective from Saudi Arabia
Hasna Balaj Albaroudi, Shahzaf IqbalThis study examines the influence of quality culture (QC) on university performance (UP) within the higher education (HE) context of Saudi Arabia, exploring the mediating roles of…
ISO 9001 implementation model: a review and future research agenda
Danar Agus Susanto, Mokhamad Suef, Putu Dana Karningsih, Bambang PrasetyaThis study’s main objective is to explore the ISO 9001 implementation model and identify a future research agenda. This is important because not all organizations find it easy to…
Business excellence assessments – learning from award-winning organizations
Atif Baig, Robin Mann, James Lockhart, Wayne MacphersonThe aim of the study is to identify best practices from Business Excellence (BE) award-winning organizations on the use of their BE self-assessment (internal assessment) and…
Exploring the causal complexity of business models with organizational performance: a study for the pharmaceutical industry
Dinesh B. Panchal, Bala Krishnamoorthy, Som Sekhar BhattacharyyaAuthors analyze a business model (BM) based on organizational performance. BMs are strategic tools used to achieve high performance. This study is based on two characteristics of…
The development of an organizational excellence architecture model to support the implementation of business excellence
Atif Baig, Robin Mann, James Lockhart, Wayne MacphersonThe purpose of this study is to address a critical gap in the existing literature on business excellence implementation. While various studies have examined different aspects of…
Enhancing employee sustainability through employee quality of life: the role of top management support
Hakem Sharari, Rasha Qawasmeh, Abdullah Helalat, Ashraf JahmaniThis study aims to focus on how the design of an organization influences employee sustainability. It also highlights how top management support can mediate this relationship.
Role of supply chain partnership, cross-functional integration, responsiveness and resilience on competitive advantages: empirical evidence from Palestine
Nemer BadwanThe external business environment of the organization is always changing at a rapid pace. For a firm to adapt to changing client requirements, it must implement the right business…
Academic service quality, student satisfaction and loyalty: a study at higher education legal entities in Indonesia
Achmad Supriyanto, Burhanuddin Burhanuddin, Sunarni Sunarni, Rochmawati Rochmawati, Dwi Kurnianing Ratri, Athalla Naufal BhayangkaraThis study aims to explore the influence of academic service quality on student satisfaction and loyalty, based on a study at Higher Education Legal Entities (HELE) in Indonesia…
Rethinking risk management in times of crisis: the effect of COVID-19 on small and medium-sized enterprises in Scotland
Ralitsa Arnaudova, Evi Viza, Michele CanoThe Scottish economy was experiencing steady growth prior the hit of the COVID-19, with the pandemic causing the government to announce extreme lockdown measures with…
Quality 4.0: results from a systematic literature review
Diana Oliveira, Helena Alvelos, Maria J. RosaQuality 4.0 is being presented as the new stage of quality development. However, its overlying concept and rationale are still hard to define. To better understand what different…
Routing TQM through HR strategies to achieve organizational effectiveness: the mediating role of HR outcomes in India
Surekha Nayak, Anjali Ganesh, Shreeranga Bhat, Roopesh KumarThe present research focuses on improving the awareness related to soft total quality management (TQM) practices by looking from the viewpoint of strategic human resources (HR)…
An analysis of green lean six sigma deployment in MSMEs: a systematic literature review and conceptual implementation framework
Jag Mohan, Mahender Singh Kaswan, Rajeev RathiGreen Lean Six Sigma (GLSS) is a comprehensive approach that aims to reduce waste, emissions and non-value added activities, thus mark an effective impact on sustainability of…
Perceived customer value and willingness to pay: strategies for improving and sustaining water service quality
Abdullah Murrar, Veronica Paz, Madan Batra, David YergerSeveral studies have examined the relationship between service quality and willingness to pay in many industries. However, this relationship has not been explored through the lens…
Sustainable development through quality management: a multiple-case study analysis of triumphs, trials and tribulations
Jiju Antony, Shreeranga Bhat, Michael Sony, Anders Fundin, Lars Sorqvist, Raul MolteniIn a highly competitive and globalised era, agile organisations proactively steer towards sustainability. This situation persuaded the organisations to align Quality Management…
An exploration of operational excellence methodologies implementation in the logistics sectors: a global study
Yaifa Trakulsunti, Jiju Antony, Jose Arturo Garza-Reyes, Guilherme Luz Tortorella, Witsarut Chuayjan, Monika FosterThe aim of this study reported in this paper was to explore the application of operational excellence methodologies in a global context.
Measuring automobile service quality with the European customer satisfaction index model (ECSI): the moderating effect of trust
Veysel Yilmaz, Yelda Sürmeli̇oğluIn this study, the service quality of an automobile authorized service center was investigated based on the European Customer Satisfaction Index (ECSI) model. The ECSI model…
Unveiling the path to sustainable quality 4.0 implementation in organisations: insights from an exploratory qualitative study
Vikas Swarnakar, Olivia McDermott, Michael Sony, Shreeranga Bhat, Jiju AntonyThis study investigates the challenges and opportunities that organisations face in implementing Quality 4.0 as an approach to quality management and investigate the current state…
Does integrated store service quality determine omnichannel customer lifetime value? Role of commitment, relationship proneness, and relationship program receptiveness
Thamaraiselvan Natarajan, Deepak Ramanan Veera RaghavanBuilding on the relationship marketing and stimulus-organism-response (SOR) theory, the purpose of this paper is to study the impact of the integrated store service quality (ISSQ…
A systematic review of lean implementation frameworks and roadmaps: lessons learned and the way forward
Hafeeza Mamoojee-Khatib, Jiju Antony, Viraiyan Teeroovengadum, Jose Arturo Garza-Reyes, Guilherme Luz Tortorella, Monika Foster, Elizabeth A. CudneyThe purpose of this study is to carry out a comprehensive systematic review of lean implementation frameworks and roadmaps developed over the past decade and report the key…
CIRMQUAL: a conceptual framework of healthcare service quality
Mohit Datt, Ajay Gupta, Sushendra Kumar Misra, Mahesh GuptaThe scope of this study is to explore and summarize the pool of dimensions, models and measurement techniques of service quality used in healthcare services and to propose a…
Assessing ISO 18404 standard applicability in the service sector: a qualitative study
Michael Sony, Mariam Ali Ramadan, Jiju Antony, Maha Khalifa Al Dhaheri, Olivia McDermott, Elizabeth A. CudneyThis research aims to establish the applicability of the International Organisation for Standardisation (ISO) 18404 standard to the service sector, identify any required…
Exploring the user-generated content data to improve quality management
Sara Maia, José Pedro Teixeira Domingues, Maria Leonilde R. Rocha Varela, Luis Miguel FonsecaThe focus of this research is to investigate if user-generated content (UGC) generated in the Booking platform can support quality management improvement within the hospitality…
Exploring the impact of InsurTech adoption in Indian life insurance industry: a customer satisfaction perspective
Pavanpreet Kaur, Maninder SinghIn the era of Industrial Revolution (IR) 4.0, the integration of digital technologies, automation and data-driven insights has generated a broad wave of transformation across all…
Probing frugal innovation from the quality lens
Mohita Gangwar Sharma, Sunil KumarFrugal innovation focuses on the core functionalities with the highest stakeholder benefits and directly targets user requirements. It has been widely adopted in developing…
Asymmetrical effect of total quality management on organisational citizenship behaviour for the environment: mediated by environmental corporate social responsibility
Noor-E-Sahar, Dahlia Zawawi, Nor Siah Jaharuddin, Munir A. AbbasiThe current study used the social exchange theory to examine the dimensional impact of total quality management (TQM) on the organisational citizenship behaviour for the…
Integrated quality 4.0 framework for quality improvement based on Six Sigma and machine learning techniques towards zero-defect manufacturing
Elisa Gonzalez Santacruz, David Romero, Julieta Noguez, Thorsten WuestThis research paper aims to analyze the scientific and grey literature on Quality 4.0 and zero-defect manufacturing (ZDM) frameworks to develop an integrated quality 4.0 framework…
ChatGPT between opportunities and challenges: an empirical study in Italy
Maria Giovina Pasca, Gabriella ArceseThis study investigates the user’s perspective regarding opportunities, challenges and implications related to artificial intelligence technologies such as ChatGPT in several…
A metrics-driven approach for customer experience management evaluation: the case of commercial banks in developing countries
Parisa Mousavi, Mehdi Shamizanjani, Fariborz Rahimnia, Mohammad MehraeenCustomer experience management (CXM), which aims to achieve and maintain customers' long-term loyalty, has attracted the attention of many organizations. Improving customer…
Does service journey quality explain omnichannel shoppers' online engagement behaviors? The role of customer-store identification and gratitude toward the store
Thamaraiselvan Natarajan, Deepak Ramanan Veera RaghavanThe different dimensions of the online engagement behaviors exhibited by omnichannel shoppers, who mainly rely on the online channel for information search, are still…
The multifaceted impact of ISO/IEC 17025 accreditation: a sector-specific analysis in civil engineering testing and calibration laboratories
Evangelia Panagiotidou, Panos T. Chountalas, Anastasios Ι. Magoutas, Fotis C. KitsiosThis study aims to dissect the multifaceted impact of ISO/IEC 17025 accreditation, specifically within civil engineering testing and calibration laboratories. To achieve this, it…
An integrated QFD framework for smart city strategy development
Konstantina Kamvysi, Loukas K. Tsironis, Katerina GotzamaniIn this study, the deployment of an integrated Quality Function Deployment (QFD) decision framework is presented to help cities design targeted strategies to become “smart”…
Empirical analysis of key operational characteristics of lean six sigma and Industry 4.0 integration
Vishal Ashok Wankhede, S. Vinodh, Jiju AntonyTo achieve changing customer demands, organizations are striving hard to embrace cutting-edge technologies facilitating a high level of customization. Industry 4.0 (I4.0…
Evaluating digital health attributes for users’ satisfaction: an application of the Kano model
Ylenia Cavacece, Giulio Maggiore, Riccardo Resciniti, Andrea Moretta TartaglioneThe purpose of this paper is to investigate user satisfaction with digital health solutions by identifying and prioritizing different service attributes on the basis of their…
Soft TQM for competitive advantage in the transportation sector: investigating green human resource management and stakeholder integration
Maria Karakasnaki, Anastasia GerouRecent trends in total quality management (TQM) argue in favor of incorporating environmental concerns into TQM and considering external stakeholders. The aim of this study is to…
Barriers to TQM implementation in SMEs in Bangladesh: an interpretive structural modeling approach
Mustafizur Rahman, Sifat Ajmeer Haque, Andrea TrianniThis study aims to recognize the significant barriers of small and medium-sized enterprises (SMEs) in Bangladesh, hindering the adoption of total quality management (TQM)…
How does service supply chain flexibility influence responsiveness in service delivery? An empirical analysis of healthcare units
Gyan PrakashThis paper aims to explore the antecedents and consequences of service chain flexibility (SCF) in healthcare service delivery.
Synergistic role of TQM 4.0 toward industry 4.0 readiness: a sociotechnical perspective of selected industries
Kashif Ali, Abdul WaheedIndustry 4.0 or I4.0 has transformed the manufacturing landscape by integrating social and technical factors by means of the sociotechnical framework. However, the sociotechnical…
Challenges and motivators for nurses' well-being during and post-COVID-19 pandemic: a qualitative exploration
Manpreet Kailay, Kamalpreet Kaur Paposa, Priyanka ChhibberThe present study was designed to explore the major challenges being faced by the Indian nurses' pre-post pandemic period affecting their well-being (WB) and identify factors that…
Paving the way to successful six sigma implementation: investigating critical success factors as precursors: an empirical study
Anthony Bagherian, Mark Gershon, Sunil KumarNumerous attempts at installing six sigma (SS) have faced challenges and fallen short of the desired success. Thus, it becomes vital to identify the critical factors and…
Impact of leadership, TQM and supply chain capabilities on sustainable supply chain performance: moderating role of institutional pressure
Rohit Kumar SinghThis study aims to empirically assess the influence of supply chain capabilities and total quality management on sustainable supply chain performance, factoring in the role of…
Unveiling the contextual effects of total quality management to enhance sustainable performance
Muhammad Mohsin, Mad Nasir Shamsudin, Nasif Raza Jaffri, Muhammad Idrees, Khalid JamilThe current study focuses on the relationship between total quality management (TQM) and sustainable performance (SP) and examines how TQM practices can facilitate firms'…
COVID-19 pandemic: transformation from physical to virtual classrooms (mediation analysis using PLS-SEM)
Mamta Sharma, Taruna Dubey, Hardeep ChahalThe purpose of this paper is threefold: first, to examine the influence of the quality of online classes on student satisfaction and student loyalty; second, to explore the…
Unlocking the potential: empirical analysis of enablers, barriers, benefits and technologies for integrating Industry 4.0 and Lean Six Sigma in manufacturing organisations
Maryam Zulfiqar, Michael Sony, Shreeranga Bhat, Jiju Antony, Willem Salentijn, Olivia McDermottThe integration of Lean Six Sigma (LSS) and Industry 4.0 (I4.0) is in the nascent stage and promises to achieve new optimums in operational excellence. This study aims to…
Relationships between lean bundles and firm performance: a meta-analysis on the moderating role of national culture differences
Anupama PrasharEvolved from Toyota’s shop floor in Japan, lean bundles are universally accepted for boosting manufacturing performance. However, extant literature shows mixed findings on the…
A model of increasing performance in sustainable supply chain management
Masoud Bagherpasandi, Mahdi Salehi, Zohreh Hajiha, Rezvan HejaziOrganizations experience various issues with the optimum use of data. This study is qualitative research to identify and provide a helpful pattern for increasing the performance…
Integration of lean manufacturing and factory physics in an Industry 4.0 roadmap for augmenting operational performance
Marcel Utiyama, Dario Henrique Alliprandini, Hillary Pinto Figuerôa, Jonas Ferreira Gondim, Lucas Tollendal Gonçalves, Lorena Braga Navas, Henrique ZenoThe advent of Industry 4.0 (I4.0) and the requirements imposed on companies still need to be clarified. Companies still strive to understand I4.0 requirements and technological…
The impact of Industry 4.0 capabilities on operational performance: the mediating effect of supply chain ambidexterity
Ayman wael AL-KhatibThe current work sought to investigate the mediating effect of supply chain ambidexterity on the relationship between Industry 4.0 capabilities and operational performance of…
Looking good or doing good? Define the U.S. university's public mission by analyzing mission statements and strategic planning
Antigoni Papadimitriou, Sarah Maria SchiffeckerThis study aimed to find possible answers to whether U.S. universities are merely looking good or doing good regarding their third mission using elements of the triple bottom line…
The impact of managerial psychological characteristics on the supply chain management efficiency
Arash Arianpoor, Imad Taher Lamloom, Bita Moghaddampoor, Hameed Mohsin Khayoon, Ali Shakir ZaidanThe present study investigates the impact of managerial psychological characteristics on the supply chain management efficiency (SCME) of companies listed in Tehran Stock Exchange.
Financial performance in Industry 4.0 agile supply chains: evidence from manufacturing companies
Phanitha Kalyani Gangaraju, Rohit Raj, Vimal Kumar, N.S.B. Akhil, Tanmoy De, Mahender Singh KaswanThis study aims to examine the implementation of agile practices in Industry 4.0 to assess the financial performance measurements of manufacturing firms. It also investigates the…
Analysis of the relationship among Industry 4.0 technologies, sustainable manufacturing practices and organizational sustainable performance using structural equation modelling
N. Harikannan, S. Vinodh, Jiju AntonyThe purpose of this study is to discuss the construction of a structural measurement model utilizing structural equation modelling (SEM) to confirm the link between Industry 4.0…
Building a competent workforce in implementing Quality 4.0: a systematic literature review and proposed agenda for future research
Abhijeet Tewary, Vaishali JadonThis research aims to analyze the literature on Quality 4.0 and pinpoint the essential factors contributing to its success. Additionally, the research aims to develop a framework…
Systematic literature review of machine learning for manufacturing supply chain
Smita Abhijit Ganjare, Sunil M. Satao, Vaibhav NarwaneIn today's fast developing era, the volume of data is increasing day by day. The traditional methods are lagging for efficiently managing the huge amount of data. The adoption of…
A financial analysis of inventory leanness before, during and after the Covid-19 crisis
Md Reiazul HaqueThe recent Covid-19 crisis has exposed the limitations of inventory leanness (i.e. keeping fewer inventories than expected), leading its followers to question whether it is the…
Impact of organizational citizenship behavior on corporate sustainability through the mediation of TQM: focus on the textile industry in Bangladesh
Shuaijun Zhang, Dongjun Rew, Joo Jung, Sibin Wu, Carlos BaldoThis study investigates the relationship between organizational citizenship behavior (OCB), total quality management (TQM), and corporate sustainability (CS). Specifically, the…
Mapping the TQM implementation approaches and their impact on realizing leadership in Indian tyre manufacturing industry
Vimal Kumar, Ankesh Mittal, Pratima Verma, Jiju AntonyThis paper attempts to investigate the approaches used for implementing total quality management (TQM) practices and study its impact on ABC India Limited (Name changed), a tyre…
Healthy and quality food attitudes and lifestyle: a generational cohort comparison
Elisabetta Savelli, Federica Murmura, Laura BraviThe purpose of this study is to investigate how the different generations of consumers behave in the field of healthy and quality food consumption, considering their perceptions…
Sustaining management quality through stress management
Daniela Andrea Romagnoli, David L. Pumphrey, Bassem E. Maamari, Elissa KatergiThis exploratory research aims to identify the effect of perceived stress level and self-efficacy on management quality and what practices and theories need to be enhanced to…
Digital servitization bridging relational asymmetry
Aiza De Torres Asi, Michela Floris, Giuseppe ArgiolasThis paper aims to investigate how firms such as Xerox, which have transitioned to a digital servitization business model, bridge relational asymmetry. It continues the theme of…
Does guests-perceived value for money affect WOM and eWOM? The impact of consumer engagement on SNS on eWOM
Gustavo Quiroga Souki, Alessandro Silva de Oliveira, Marco Túlio Correa Barcelos, Maria Manuela Martins Guerreiro, Júlio da Costa Mendes, Luiz Rodrigo Cunha MouraHotels provide high-quality guest experiences to generate perceived value for money (PVM), positively influencing word-of-mouth (WOM) and electronic word-of-mouth (eWOM…
Towards a design science research (DSR) methodology for operational excellence (OPEX) initiatives
Jiju Antony, Michael Sony, Bart Lameijer, Shreeranga Bhat, Raja Jayaraman, Leopoldo GutierrezDesign science research (DSR) is a structured approach for solving complex ill-structured problems in organizations through the development of an artefact followed by its…
Conflicting factors when implementing a statutory quality management system within the public sector: a study in Sweden
Maria Eriksson, Therese Eriksson, Elisabet JonssonThis paper aims to explore and develop knowledge about implementing and applying a quality management system (QMS) in the public sector.
Implementing Lean Six Sigma in a multispecialty hospital through a change management approach
Alok Kumar Samanta, G. Varaprasad, Anand Gurumurthy, Jiju AntonyMany healthcare institutions, such as hospitals, have recently implemented quality improvement initiatives such as Lean Six Sigma (LSS). However, only a few have sustained the…
The misplacement of ISO 18404:2015 in organisational improvement: a point-counterpoint article
Olivia McDermott, Jiju Antony, Michael Sony, Vikas SwarnakarThis paper gives the background to the ISO 18404:2015 standard and explains its rationale. It aims to rebut the Oudrhiri et al. (2022) paper. Furthermore, this paper adds further…
An adaptation of the SAE J4000/2021 standard for assessing lean maturity in Brazilian hospitals
June Marques Fernandes, Luciana Paula Reis, Raphael ManskThis study aims to validate a model to assess the level of lean maturity of Brazilian hospitals based on the adaptation of the SAE J4000/2021 standard.
Mediating role of nurse job enjoyment and participation in medical affairs on quality of patient care in Saudi hospitals
Ibrahim Alqasmi, Selim AhmedThe study aims to investigate the nurse job enjoyment and their participation in medical affairs to enchance the quality of patient care in Saudi hospitals. In addition, this…
Quality management as a means for micro-level sustainability development in organizations
Jiju Antony, Shreeranga Bhat, Anders Fundin, Michael Sony, Lars Sorqvist, Mariam BaderThe use of quality management (QM) to achieve the United Nations Sustainable Development Goals (UNSDGs) is a topic of growing interest in academia and industry. The IAQ…
The influence of competitive strategy and organizational structure on the cost of quality in food and beverage (F&B) companies
Christina Dimitrantzou, Evangelos Psomas, Fotios VouzasThis study aims at determining the influence of the competitive strategy types and organizational structure dimensions on Cost of Quality (CoQ) in Food and Beverage (F&B) small…
An empirical study on implementation of sustainable production practices in Indian manufacturing industry
Neeraj Kumar Jha, Naga Vamsi Krishna Jasti, Phaneendra Kiran Chaganti, Srinivas Kota, Gaurav NagpalSustainable production (SP) is an efficient and influential approach of production for Indian manufacturing industries as it preserves the social, environmental and economic…
Does integrated store service quality explain omnichannel shoppers' online brand advocacy behaviors?: role of memorable shopping experiences, store attachment, and relationship strength
Thamaraiselvan Natarajan, Deepak Ramanan Veera RaghavanThe online brand advocacy behaviors of omnichannel shoppers, who mainly rely on integrated brick-and-mortar stores (recognized as a vital channel for delivering a seamless…
Analysing the use of mixed methods in quality management literature
Patrícia Moura e SáLittle is known about the extent to which management and engineering publications dedicated to the study of quality management topics make use of mixed methods, what types of…
Industry 4.0 technologies integration with lean production tools: a review
Hirendra Singh, Bhim SinghLean production has been proved to be a cost-effective and efficient means of production that reduces non-valve added activities. Industry 4.0 (I4.0) is a technology-driven…
The mediating role of strategic planning awareness in the impact of organizational innovation on business excellence in hospitals
Tutku Ekiz Kavukoğlu, Emre İşciEvaluating the operational outcomes of hospitals is critical concerns for hospital managers. The realization of these evaluations through the principles of Total Quality…
How do organizational performances vary between early adopters and late adopters of Quality 4.0? An exploratory qualitative study
Jiju Antony, Vikas Swarnakar, Michael Sony, Olivia McDermott, Raja JayaramanThis study aims to investigate how early and late adopters of Quality 4.0 (Q4.0) differ in terms of organizational performance.
Does pickup service quality explain BOPIS users' store relationship performance? The moderating role of users' service experience consciousness
Thamaraiselvan Natarajan, Deepak Ramanan Veera RaghavanBuilding on Stimulus-Organism-Response theory, the current study examines the influence of pickup service quality in buy-online pickup in-store service (BOPIS) on users' perceived…
Leadership characteristics for implementation and sustainability of quality: an exploratory study and directions for further research
Alessandro Laureani, Jiju Antony, Mariam Ali Ramadan, Maha Khalifa Al Dhaheri, Anders Fundin, Lars SörqvistThis qualitative study aims to explore the concept of organisational leadership in the context of Quality Management deployments across a variety of business organisations…
Price or quality? Consumers' preferences and willingness to pay (WTP) for online food delivery services in the COVID-19 era
Satender Pal Singh, Bishnu Prasad Dash, Amit Sachan, Arnab AdhikariThis article investigates the impact of the COVID-19 pandemic on the consumer preference for the attributes of online food delivery (OFD) services in India. It also shows how the…
The role of quality in the hotel sector: the interplay between strategy, innovation and outsourcing to achieve performance
Ricardo Santa, Orietha Eva Rodríguez Victoria, Thomas TegethoffAchieving better performance and a sustainable competitive advantage is essential for survival in the hotel industry. However, literature is scarce on which factors local hotel…
Sustainable supply chain management and the UN sustainable development goals: exploring synergies towards sustainable development
Walter Leal Filho, Laís Viera Trevisan, João Henrique Paulino Pires Eustachio, Thais Dibbern, Julen Castillo Apraiz, Izabela Rampasso, Rosley Anholon, Beatrice Gornati, Manfredi Morello, Wim LambrechtsDespite the growing interest in the field, the literature overlooks how supply chains influence or interact with the United Nations (UN) Sustainable Development Goals (SDGs). To…
Productivity of gig workers on crowdsourcing platforms through artificial intelligence and gamification: a multi-theoretical approach
Abhishek Behl, Brinda Sampat, Sahil RajGig workers form the backbone of any crowdsourcing platform where they showcase their talent and choose a job of their choice and freedom. The study explores the role of…
Critical success factors for open source innovation in pharma industry: learning from two case studies
Ajay Jha, R.R.K. Sharma, Vimal KumarThe study aims to add to the body of knowledge of open source tangible product management (also called open design). The objective is also to develop a guideline for efficient…
Exploring gamers' crowdsourcing engagement in Pokémon Go communities
Shavneet Sharma, Neale Slack, Kritika Devi, Tuma Greig, Samantha NaiduWith the increasing popularity of online games like Pokémon Go, a new wave of crowdsourcing communities have emerged, allowing gamers to collaborate, communicate and share useful…
Investigating the role of crowdsourcing in improving the quality of production processes: a systematic literature review
Michele Grimaldi, Silvia Vermicelli, Livio CricelliIn recent years, crowdsourcing – an open and innovative model for outsourcing tasks to a crowd – has become popular for production processes, allowing organizations and firms in…
Unlocking value with a crowdsourcing configuration of smart city: a system dynamic simulation
Andrea Caporuscio, Maria Cristina Pietronudo, Francesco Schiavone, Daniele LeoneThe paper aims to explore the value generated by a specific configuration of a smart city's infrastructure by proposing a comparison between a silos configuration versus a crowd…
Winning customers' hearts and minds using DFSS in the insurance industry
Jing-Rong Chang, Venkateswarlu Nalluri, Long-Sheng Chen, Shih-Hsun ChenThis study aims to simultaneously examine customer complaints through the proposed novel Design for Six Sigma (DFSS) model which incorporates of creating the new insurance…
ISSN:
1754-2731e-ISSN:
1754-274XISSN-L:
1754-2731Renamed from:
The TQM MagazineOnline date, start – end:
2008Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Professor Maria Vincenza Ciasullo
Further Information
