Pub Date : 2022-07-04DOI: 10.1080/14783363.2022.2092467
Inayat Khan, Ming Jia, Xue Lei, Ruiyang Niu, Javed Khan, Zelin Tong
Building on the stakeholder-management and legitimacy literature, we argue that concern about stakeholders’ reactions may cause firms to keep silent about their charitable donations. This study attempted to determine the influence of silent charitable donations on firm performance and its size and CEO salary. The sample of this study was listed non-state-owned enterprises (non-SOE) in China from 2009 to 2015 that make donations and do not include these philanthropic donations information in CSR reports. Data were collected from multiple sources, including the CSMAR database and the annual and CSR reports of the selected firms. The regression model was used to test the main effect. Results show that the silent donations of firms positively influence their performance. Moreover, firm size and CEO salary oppositely moderate the relationship between silent donations and firm performance. This study advances our understanding of how and under what conditions non-SOEs make silent charitable donations and enhance their performance by highlighting the important role of these donations, thereby contributing to the literature on corporate social responsibility and silent charitable donations.
{"title":"Corporate social responsibility and firm performance","authors":"Inayat Khan, Ming Jia, Xue Lei, Ruiyang Niu, Javed Khan, Zelin Tong","doi":"10.1080/14783363.2022.2092467","DOIUrl":"https://doi.org/10.1080/14783363.2022.2092467","url":null,"abstract":"Building on the stakeholder-management and legitimacy literature, we argue that concern about stakeholders’ reactions may cause firms to keep silent about their charitable donations. This study attempted to determine the influence of silent charitable donations on firm performance and its size and CEO salary. The sample of this study was listed non-state-owned enterprises (non-SOE) in China from 2009 to 2015 that make donations and do not include these philanthropic donations information in CSR reports. Data were collected from multiple sources, including the CSMAR database and the annual and CSR reports of the selected firms. The regression model was used to test the main effect. Results show that the silent donations of firms positively influence their performance. Moreover, firm size and CEO salary oppositely moderate the relationship between silent donations and firm performance. This study advances our understanding of how and under what conditions non-SOEs make silent charitable donations and enhance their performance by highlighting the important role of these donations, thereby contributing to the literature on corporate social responsibility and silent charitable donations.","PeriodicalId":23149,"journal":{"name":"Total Quality Management & Business Excellence","volume":null,"pages":null},"PeriodicalIF":3.9,"publicationDate":"2022-07-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"87570628","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Online shopping has become an important part of people’s life, but the current academic circles still lack attention to online shopping service recovery. Based on the online shopping service recovery scenario, this study takes the scenario experiment as the research method, discusses the influence mechanism of consumer continuous trust from the perspective of compensation and consumer forgiveness, and tests the moderating effect of online store reputation. Through empirical research, this paper obtains the following research findings: Both utilitarian compensation and spiritual compensation have a positive impact on consumer forgiveness, but spiritual compensation has a greater positive impact on consumer forgiveness; consumer forgiveness has a positive impact on consumer continuous trust, and consumer forgiveness plays a mediating effect between utilitarian compensation, spiritual compensation and consumer continuous trust; online store reputation plays a positive moderating effect in the impact of consumer forgiveness on consumer continuous trust. The research results of this paper are conducive to deepen the research on the relationship between compensation methods and consumer forgiveness, better explain the role of consumer forgiveness, consumer continuous trust and online store reputation in the impact mechanism of online shopping service recovery, and promote the healthy development of online shopping business model.
{"title":"Research on the impact of consumer forgiveness on consumer continuous trust","authors":"Jiahua Wei, Sai Zhu, Hui-Fen Lu, Chao Li, Zhiping Hou, Xiaorui Zhou","doi":"10.1080/14783363.2022.2092468","DOIUrl":"https://doi.org/10.1080/14783363.2022.2092468","url":null,"abstract":"Online shopping has become an important part of people’s life, but the current academic circles still lack attention to online shopping service recovery. Based on the online shopping service recovery scenario, this study takes the scenario experiment as the research method, discusses the influence mechanism of consumer continuous trust from the perspective of compensation and consumer forgiveness, and tests the moderating effect of online store reputation. Through empirical research, this paper obtains the following research findings: Both utilitarian compensation and spiritual compensation have a positive impact on consumer forgiveness, but spiritual compensation has a greater positive impact on consumer forgiveness; consumer forgiveness has a positive impact on consumer continuous trust, and consumer forgiveness plays a mediating effect between utilitarian compensation, spiritual compensation and consumer continuous trust; online store reputation plays a positive moderating effect in the impact of consumer forgiveness on consumer continuous trust. The research results of this paper are conducive to deepen the research on the relationship between compensation methods and consumer forgiveness, better explain the role of consumer forgiveness, consumer continuous trust and online store reputation in the impact mechanism of online shopping service recovery, and promote the healthy development of online shopping business model.","PeriodicalId":23149,"journal":{"name":"Total Quality Management & Business Excellence","volume":null,"pages":null},"PeriodicalIF":3.9,"publicationDate":"2022-06-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"81610683","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-06-25DOI: 10.1080/14783363.2022.2092469
Huiying Zhou, Yueyi Zhang, Li Zhou
Uneven economic development due to varying strategic resource endowments has led to increasing competition between cities, regions and countries. This study examines the impact of different government's policies on place branding performance because place branding is a crucial strategy that distinguishes the region from its competitors. This research used primary data and surveys have been collected from managers of companies in Zhejiang Province. The findings of PLS-SEM show that government policies (supply-side, demand-side, and environmental) have significant impacts on place branding performance with boosting, pulling, and guiding effects. Market environment and Inter-firm collaboration partially mediate between government policies and place branding performance. Inter-firm collaboration directly mediates supply-side and environmental policy on place branding performance. Moreover, according to the Importance-Performance map analysis, demand-based policies are more important than supply-based and environmental-based policies in place branding performance. The study concluded that the government could put more effort into the pulling effect of demand-based policies on place branding performance. This research enriched the relationship between government policies, inter-firm collaboration/market environment and place branding performance. This study provided valuable insights on how governments can further promote the active participation of enterprises in regional branding and enhance place branding performance in practice, which encourage governments to conduct place branding to new statures.
{"title":"The impact of government policies on place branding performance: evidence from China","authors":"Huiying Zhou, Yueyi Zhang, Li Zhou","doi":"10.1080/14783363.2022.2092469","DOIUrl":"https://doi.org/10.1080/14783363.2022.2092469","url":null,"abstract":"Uneven economic development due to varying strategic resource endowments has led to increasing competition between cities, regions and countries. This study examines the impact of different government's policies on place branding performance because place branding is a crucial strategy that distinguishes the region from its competitors. This research used primary data and surveys have been collected from managers of companies in Zhejiang Province. The findings of PLS-SEM show that government policies (supply-side, demand-side, and environmental) have significant impacts on place branding performance with boosting, pulling, and guiding effects. Market environment and Inter-firm collaboration partially mediate between government policies and place branding performance. Inter-firm collaboration directly mediates supply-side and environmental policy on place branding performance. Moreover, according to the Importance-Performance map analysis, demand-based policies are more important than supply-based and environmental-based policies in place branding performance. The study concluded that the government could put more effort into the pulling effect of demand-based policies on place branding performance. This research enriched the relationship between government policies, inter-firm collaboration/market environment and place branding performance. This study provided valuable insights on how governments can further promote the active participation of enterprises in regional branding and enhance place branding performance in practice, which encourage governments to conduct place branding to new statures.","PeriodicalId":23149,"journal":{"name":"Total Quality Management & Business Excellence","volume":null,"pages":null},"PeriodicalIF":3.9,"publicationDate":"2022-06-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"88473041","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-06-08DOI: 10.1080/14783363.2022.2078189
Mona Mirtsch, C. Koch, Parsa Asna Ashari, K. Blind, Pavel Castka
Global supply chains rely on the compliance and safety of their products, processes, and facilities. These vital services (often referred to as ‘quality assurance’ or ‘conformity assessment’ services) are provided by Conformity Assessment Bodies (CABs). This empirical study explores the impact of the COVID-19 pandemic on CABs as well as their response to the resulting challenges. Data was gathered through an online survey among all accredited CABs in Germany, which resulted in 555 valid responses. Taking a resilience perspective, we reveal that CABs were hit hard by the disruptions caused by the pandemic, albeit to different degrees, in part due to their type of services, size, and sectors served. Furthermore, we find that contingency plans do not directly cushion order declines (as the main indicator of the economic impact of the pandemic) but rather indirectly through helping CABs respond more quickly, which in turn mitigates their order declines. However, our results show that contingency plans can also have adverse effects if they hinder flexible reaction to the crisis. The findings of our study help managers and policymakers learn from the COVID-19 pandemic and improve the resilience of the conformity assessment sector and quality assurance in the event of future crises.
{"title":"Quality assurance in supply chains during the COVID-19 pandemic: empirical evidence on organisational resilience of conformity assessment bodies","authors":"Mona Mirtsch, C. Koch, Parsa Asna Ashari, K. Blind, Pavel Castka","doi":"10.1080/14783363.2022.2078189","DOIUrl":"https://doi.org/10.1080/14783363.2022.2078189","url":null,"abstract":"Global supply chains rely on the compliance and safety of their products, processes, and facilities. These vital services (often referred to as ‘quality assurance’ or ‘conformity assessment’ services) are provided by Conformity Assessment Bodies (CABs). This empirical study explores the impact of the COVID-19 pandemic on CABs as well as their response to the resulting challenges. Data was gathered through an online survey among all accredited CABs in Germany, which resulted in 555 valid responses. Taking a resilience perspective, we reveal that CABs were hit hard by the disruptions caused by the pandemic, albeit to different degrees, in part due to their type of services, size, and sectors served. Furthermore, we find that contingency plans do not directly cushion order declines (as the main indicator of the economic impact of the pandemic) but rather indirectly through helping CABs respond more quickly, which in turn mitigates their order declines. However, our results show that contingency plans can also have adverse effects if they hinder flexible reaction to the crisis. The findings of our study help managers and policymakers learn from the COVID-19 pandemic and improve the resilience of the conformity assessment sector and quality assurance in the event of future crises.","PeriodicalId":23149,"journal":{"name":"Total Quality Management & Business Excellence","volume":null,"pages":null},"PeriodicalIF":3.9,"publicationDate":"2022-06-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"89243157","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-05-26DOI: 10.1080/14783363.2022.2078188
Shui-xia Chen, Zeshui Xu, M. Škare
This paper aims to help practitioners and researchers understand the impact of COVID-19 on the service business industry through bibliometric analysis. For this purpose, our study collects 671 publications from Web of Science and Scopus. The bibliometric choices in this paper rely on two techniques: performance analysis and science mapping. The performance analysis is organized by the contribution analysis of research constituents. The science mapping uncovers the cooperative network between research constituents, as well as the co-occurrence analysis of keywords. This paper further explores the research topic with content analysis to summarize some findings and discussions. We find that most service business industries have been negatively affected by COVID-19, especially the aviation and tourism industry. Information technology services are a response driver to the negative pandemic impact. Given the current research status of COVID-19 impact on the service business industry, this paper finally concludes the potential directions for future research.
本文旨在通过文献计量分析帮助从业者和研究人员了解COVID-19对服务商业行业的影响。为此，我们的研究收集了来自Web of Science和Scopus的671篇出版物。本文的文献计量学选择依靠两种技术:绩效分析和科学映射。绩效分析是通过对研究成分的贡献分析来组织的。科学图谱揭示了研究成分之间的合作网络，以及关键词的共现分析。本文进一步对研究课题进行了内容分析，总结了一些研究成果和讨论。我们发现，大多数服务行业都受到了新冠肺炎疫情的负面影响，尤其是航空和旅游业。信息技术服务是应对大流行病负面影响的推动力。结合目前COVID-19对服务业影响的研究现状，本文最后总结了未来可能的研究方向。
{"title":"The impact of COVID-19 on the service business industry: insights from a bibliometric review","authors":"Shui-xia Chen, Zeshui Xu, M. Škare","doi":"10.1080/14783363.2022.2078188","DOIUrl":"https://doi.org/10.1080/14783363.2022.2078188","url":null,"abstract":"This paper aims to help practitioners and researchers understand the impact of COVID-19 on the service business industry through bibliometric analysis. For this purpose, our study collects 671 publications from Web of Science and Scopus. The bibliometric choices in this paper rely on two techniques: performance analysis and science mapping. The performance analysis is organized by the contribution analysis of research constituents. The science mapping uncovers the cooperative network between research constituents, as well as the co-occurrence analysis of keywords. This paper further explores the research topic with content analysis to summarize some findings and discussions. We find that most service business industries have been negatively affected by COVID-19, especially the aviation and tourism industry. Information technology services are a response driver to the negative pandemic impact. Given the current research status of COVID-19 impact on the service business industry, this paper finally concludes the potential directions for future research.","PeriodicalId":23149,"journal":{"name":"Total Quality Management & Business Excellence","volume":null,"pages":null},"PeriodicalIF":3.9,"publicationDate":"2022-05-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"73939516","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-05-23DOI: 10.1080/14783363.2022.2071694
Yishu Liu, Zhong-Chang Chen
New technologies are making industries and firms alter their main processes into digital processes for realizing sustainable marketing objectives in the digitalization age. Therefore, Electronic Customer Relationship Management (E-CRM) has become very important as the newest term in the customer-oriented organization. This paper tries to propose a model to examine the effect of buyer behaviors, consumer-driven innovation, product lifecycle management, and customer feedback management on the success of E-CRM. Structural Equation Modeling (SEM) was utilized to analyze the paths of the proposed method, and research data are collected and evaluated using SMART PLS 3.2. The study sample includes 330 participants, with a useful 85% response rate. Current research meaningfully supplies learning and literature by focusing more on the performance of E-CRM systems, examining the related important aspects, and applying advanced statistical analysis techniques. The outcomes indicated that buyer behaviors and consumer-driven innovation positively affect the customer feedback management and success of E-CRM. Besides, the outcomes illustrated that the function of product lifecycle management on customer feedback management was significant. Organizations can obtain competitive advantages from the increased effectiveness of the E-CRM. By identifying the aspects of a successful E-CRM, managers can effectively improve appropriate strategies in addressing the organization's customers.
{"title":"A new model to evaluate the success of electronic customer relationship management systems in industrial marketing: the mediating role of customer feedback management","authors":"Yishu Liu, Zhong-Chang Chen","doi":"10.1080/14783363.2022.2071694","DOIUrl":"https://doi.org/10.1080/14783363.2022.2071694","url":null,"abstract":"New technologies are making industries and firms alter their main processes into digital processes for realizing sustainable marketing objectives in the digitalization age. Therefore, Electronic Customer Relationship Management (E-CRM) has become very important as the newest term in the customer-oriented organization. This paper tries to propose a model to examine the effect of buyer behaviors, consumer-driven innovation, product lifecycle management, and customer feedback management on the success of E-CRM. Structural Equation Modeling (SEM) was utilized to analyze the paths of the proposed method, and research data are collected and evaluated using SMART PLS 3.2. The study sample includes 330 participants, with a useful 85% response rate. Current research meaningfully supplies learning and literature by focusing more on the performance of E-CRM systems, examining the related important aspects, and applying advanced statistical analysis techniques. The outcomes indicated that buyer behaviors and consumer-driven innovation positively affect the customer feedback management and success of E-CRM. Besides, the outcomes illustrated that the function of product lifecycle management on customer feedback management was significant. Organizations can obtain competitive advantages from the increased effectiveness of the E-CRM. By identifying the aspects of a successful E-CRM, managers can effectively improve appropriate strategies in addressing the organization's customers.","PeriodicalId":23149,"journal":{"name":"Total Quality Management & Business Excellence","volume":null,"pages":null},"PeriodicalIF":3.9,"publicationDate":"2022-05-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"72714665","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-05-23DOI: 10.1080/14783363.2022.2071693
Chun-Tien Hu, Zeyu Xu, Shijun Chen
Many companies have paid attention to environmental preservation in recent years. Firms label their goods or services ecologically responsible, becoming a quickly growing trend. This article tries to establish the link between green elements and competitive advantage tactics to progress sustainable manufacturing. It aims to discover the relationship between green innovation, green market orientation, green entrepreneurial orientation, technology readiness, and product quality to attain sustainable business success. Employing simple random sampling, surveys were distributed via email. The present study is a quantitative analysis, and the analytical tool utilized is AMOS and smart PLS program applications. The empirical outcomes find that green factors help companies improve the quality of products and sustainable success. Also, technology readiness positively influences the quality of products and sustainable success in business. In addition, the impact of green entrepreneurial orientation on the quality of products and sustainable success is positive and significant. The findings illustrated that green market orientation is an essential factor in the quality of products and sustainable success in business. Another point is that green innovation positively affects the quality of products and sustainable success. Finally, the quality of products has significantly affected sustainable success in business.
{"title":"How do businesses achieve sustainable success and improve the quality of products in the green competitive era?","authors":"Chun-Tien Hu, Zeyu Xu, Shijun Chen","doi":"10.1080/14783363.2022.2071693","DOIUrl":"https://doi.org/10.1080/14783363.2022.2071693","url":null,"abstract":"Many companies have paid attention to environmental preservation in recent years. Firms label their goods or services ecologically responsible, becoming a quickly growing trend. This article tries to establish the link between green elements and competitive advantage tactics to progress sustainable manufacturing. It aims to discover the relationship between green innovation, green market orientation, green entrepreneurial orientation, technology readiness, and product quality to attain sustainable business success. Employing simple random sampling, surveys were distributed via email. The present study is a quantitative analysis, and the analytical tool utilized is AMOS and smart PLS program applications. The empirical outcomes find that green factors help companies improve the quality of products and sustainable success. Also, technology readiness positively influences the quality of products and sustainable success in business. In addition, the impact of green entrepreneurial orientation on the quality of products and sustainable success is positive and significant. The findings illustrated that green market orientation is an essential factor in the quality of products and sustainable success in business. Another point is that green innovation positively affects the quality of products and sustainable success. Finally, the quality of products has significantly affected sustainable success in business.","PeriodicalId":23149,"journal":{"name":"Total Quality Management & Business Excellence","volume":null,"pages":null},"PeriodicalIF":3.9,"publicationDate":"2022-05-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"82268608","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-05-07DOI: 10.1080/14783363.2022.2071256
Maria Koemtzi, Evangelos L. Psomas, J. Antony, Guilherme L. Tortorella
The purpose of the present study is to identify and classify future research suggestions of Lean Management (LM) which are related to human resources (HR) aspects. Based on a systematic literature review (SLR) of peer reviewed journal articles in LM, a total of 147 articles published in 35 journals during, 2016–2020 by four major management science publishers were collected. The LM-HR future research suggestions identified in the literature were classified into themes through applying the ‘affinity diagram’ which then were prioritised through the ‘Pareto diagram’. An increase in the number of articles with LM-HR future research suggestions is observed during the review period and the study highlights the need for considerable attention to be paid to future suggestions related to training, managerial, cultural and performance aspects of LM. Classification of themes reveals five broad theme categories, namely ‘top and middle management’, ‘employees’, ‘work features’, ‘LM implementation and results’ and ‘national and organisational culture’.
{"title":"Lean manufacturing and human resources: a systematic literature review on future research suggestions","authors":"Maria Koemtzi, Evangelos L. Psomas, J. Antony, Guilherme L. Tortorella","doi":"10.1080/14783363.2022.2071256","DOIUrl":"https://doi.org/10.1080/14783363.2022.2071256","url":null,"abstract":"The purpose of the present study is to identify and classify future research suggestions of Lean Management (LM) which are related to human resources (HR) aspects. Based on a systematic literature review (SLR) of peer reviewed journal articles in LM, a total of 147 articles published in 35 journals during, 2016–2020 by four major management science publishers were collected. The LM-HR future research suggestions identified in the literature were classified into themes through applying the ‘affinity diagram’ which then were prioritised through the ‘Pareto diagram’. An increase in the number of articles with LM-HR future research suggestions is observed during the review period and the study highlights the need for considerable attention to be paid to future suggestions related to training, managerial, cultural and performance aspects of LM. Classification of themes reveals five broad theme categories, namely ‘top and middle management’, ‘employees’, ‘work features’, ‘LM implementation and results’ and ‘national and organisational culture’.","PeriodicalId":23149,"journal":{"name":"Total Quality Management & Business Excellence","volume":null,"pages":null},"PeriodicalIF":3.9,"publicationDate":"2022-05-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"75197718","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-05-07DOI: 10.1080/14783363.2022.2073212
Luís Fonseca, Jose Pedro Teixeira Domingues, Henriqueta Nóvoa, Paul Simpson, Joana dos Guimarães Sá
This research evaluates the perceptions from the conformity assessment community regarding the auditability of ISO 9001:2015 and the perception of its ease of use by the audited organisations. The study is supported on a survey promoted by the Strategic, Planning and Operations Task Group (SPOTG) of Subcommittee 2 of ISO TC 176 (TC 176/SC2) aiming at collect insights on using the standard and identify any need for future revisions. As an overall conclusion, in the view of certification bodies’ auditors, programme managers and certification decision-makers, ISO 9001:2015 attained its main objectives. Nevertheless, it is suggested in the forthcoming ISO 9001 review cycle to adopt a more simplified language and to improve the ease of understanding and consistency of interpretations of the ISO 9001:2015 requirements. Additionally, suggestions for making clauses (e.g. 4.1. Understanding the organisation and its context, 6.1 Actions to address risks and opportunities, 7.1.6 Organisational Knowledge, and 4.2 Understanding the needs and expectations of interested parties) easier to apply and improving its auditability have also been identified.
{"title":"ISO 9001:2015: the view from the conformity assessment community","authors":"Luís Fonseca, Jose Pedro Teixeira Domingues, Henriqueta Nóvoa, Paul Simpson, Joana dos Guimarães Sá","doi":"10.1080/14783363.2022.2073212","DOIUrl":"https://doi.org/10.1080/14783363.2022.2073212","url":null,"abstract":"This research evaluates the perceptions from the conformity assessment community regarding the auditability of ISO 9001:2015 and the perception of its ease of use by the audited organisations. The study is supported on a survey promoted by the Strategic, Planning and Operations Task Group (SPOTG) of Subcommittee 2 of ISO TC 176 (TC 176/SC2) aiming at collect insights on using the standard and identify any need for future revisions. As an overall conclusion, in the view of certification bodies’ auditors, programme managers and certification decision-makers, ISO 9001:2015 attained its main objectives. Nevertheless, it is suggested in the forthcoming ISO 9001 review cycle to adopt a more simplified language and to improve the ease of understanding and consistency of interpretations of the ISO 9001:2015 requirements. Additionally, suggestions for making clauses (e.g. 4.1. Understanding the organisation and its context, 6.1 Actions to address risks and opportunities, 7.1.6 Organisational Knowledge, and 4.2 Understanding the needs and expectations of interested parties) easier to apply and improving its auditability have also been identified.","PeriodicalId":23149,"journal":{"name":"Total Quality Management & Business Excellence","volume":null,"pages":null},"PeriodicalIF":3.9,"publicationDate":"2022-05-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"79178946","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-05-07DOI: 10.1080/14783363.2022.2071695
Yaifa Trakulsunti, J. Antony, Raja Jayaraman, G. Tortorella
This paper systematically reviews the literature around implementing operational excellence methodologies in logistics, to better understand the scope of such initiatives, identify key research gaps and suggest future research directions. Four databases (Web of Science, Scopus, Emerald, Science Direct) were searched to collect relevant articles published from 1996 to 2021. A total of 58 articles met the initial inclusion criteria. These were critically reviewed by authors, resulting in a total of 36 empirical articles for final analysis. The application of operational excellence methodologies in logistics can improve logistics operations, enhance customer satisfaction, reduce lead time and save cost. The challenges encountered during the implementation of operational excellence methodologies include lack of LSS implementation guidelines, insufficient LSS training, lack of management support and resources, and resistance to change. The review highlights that training, management involvement, strategic and visionary leadership, organizational infrastructure and cross-functional teams are the factors leading to the successful implementation This is the first attempt by reviewing the literature to address the research gaps in the use of operational excellence methodologies in the logistics sector. This review is valuable for logistics managers wishing to improve logistics operations in their organizations, improve safety, reduce operational costs and increase customer satisfaction.
本文系统地回顾了有关在物流中实施卓越运营方法的文献，以更好地了解此类举措的范围，确定关键研究差距并建议未来的研究方向。检索Web of Science、Scopus、Emerald、Science Direct 4个数据库，收集1996 - 2021年发表的相关文章。共有58篇文章符合最初的纳入标准。这些都经过作者的严格审查，最终得出36篇实证文章。卓越运作方法在物流中的应用可以改善物流运作，提高客户满意度，缩短交货时间和节省成本。在实施卓越运营方法过程中遇到的挑战包括缺乏LSS实施指南、LSS培训不足、缺乏管理支持和资源以及对变革的抵制。这篇综述强调了培训、管理参与、战略和远见领导、组织基础设施和跨职能团队是成功实施的因素。这是通过回顾文献来解决在物流部门使用卓越运营方法方面的研究差距的第一次尝试。这种审查是有价值的物流管理人员希望改善其组织的物流业务，提高安全性，降低运营成本和提高客户满意度。
{"title":"The application of operational excellence methodologies in logistics: a systematic review and directions for future research","authors":"Yaifa Trakulsunti, J. Antony, Raja Jayaraman, G. Tortorella","doi":"10.1080/14783363.2022.2071695","DOIUrl":"https://doi.org/10.1080/14783363.2022.2071695","url":null,"abstract":"This paper systematically reviews the literature around implementing operational excellence methodologies in logistics, to better understand the scope of such initiatives, identify key research gaps and suggest future research directions. Four databases (Web of Science, Scopus, Emerald, Science Direct) were searched to collect relevant articles published from 1996 to 2021. A total of 58 articles met the initial inclusion criteria. These were critically reviewed by authors, resulting in a total of 36 empirical articles for final analysis. The application of operational excellence methodologies in logistics can improve logistics operations, enhance customer satisfaction, reduce lead time and save cost. The challenges encountered during the implementation of operational excellence methodologies include lack of LSS implementation guidelines, insufficient LSS training, lack of management support and resources, and resistance to change. The review highlights that training, management involvement, strategic and visionary leadership, organizational infrastructure and cross-functional teams are the factors leading to the successful implementation This is the first attempt by reviewing the literature to address the research gaps in the use of operational excellence methodologies in the logistics sector. This review is valuable for logistics managers wishing to improve logistics operations in their organizations, improve safety, reduce operational costs and increase customer satisfaction.","PeriodicalId":23149,"journal":{"name":"Total Quality Management & Business Excellence","volume":null,"pages":null},"PeriodicalIF":3.9,"publicationDate":"2022-05-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"85601680","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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