The impact of total quality service age on quality and operational performance: an empirical study

Abstract

Purpose – The purpose of this paper is to show that a popular conception among the practitioners is that Total Quality Service (TQS) has a long‐range perspective and the organizations that have adopted TQS could be able to see the results of their quality improvement initiatives only after a long duration. Hence firms that have been practicing TQS are interested to know the time duration before which they can get back the returns on investments in quality improvement programmes.Design/methodology/approach – The present study attempts to empirically investigate the impact of TQS age on quality and operational performance. In order to examine the impact of TQS age on the different dimensions of TQS, out of the 12 critical dimensions of TQS, the two outcome constructs, namely Customer Focus and Satisfaction and Employee Satisfaction, have been considered for measuring quality performance while the other ten dimensions have been considered for measuring operational performance.Findings – The results imply tha...