Pub Date : 2023-12-17DOI: 10.1080/14783363.2023.2294361
Rohit Raj, Vimal Kumar, Elizabeth A. Cudney
The importance of incorporating cutting-edge technological strategies to support business ecosystem development is growing across industries. By examining the relationship between organisational To...
{"title":"Relating the strategic role of technology orientation in organizational TQM performance","authors":"Rohit Raj, Vimal Kumar, Elizabeth A. Cudney","doi":"10.1080/14783363.2023.2294361","DOIUrl":"https://doi.org/10.1080/14783363.2023.2294361","url":null,"abstract":"The importance of incorporating cutting-edge technological strategies to support business ecosystem development is growing across industries. By examining the relationship between organisational To...","PeriodicalId":23149,"journal":{"name":"Total Quality Management & Business Excellence","volume":null,"pages":null},"PeriodicalIF":3.9,"publicationDate":"2023-12-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"138823424","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 : 2023-12-11DOI: 10.1080/14783363.2023.2290659
Maria Gianni, Katerina Gotzamani
The integration of management systems has long been studied from various perspectives leaving the internalisation of integrated management systems out of focus. To address the identified gap, this ...
{"title":"The internalisation of integrated management systems as a key for sustainable companies: empirical evidence","authors":"Maria Gianni, Katerina Gotzamani","doi":"10.1080/14783363.2023.2290659","DOIUrl":"https://doi.org/10.1080/14783363.2023.2290659","url":null,"abstract":"The integration of management systems has long been studied from various perspectives leaving the internalisation of integrated management systems out of focus. To address the identified gap, this ...","PeriodicalId":23149,"journal":{"name":"Total Quality Management & Business Excellence","volume":null,"pages":null},"PeriodicalIF":3.9,"publicationDate":"2023-12-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"138691329","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}
This study aims to investigate the existing link between Total Quality Management (TQM) and Sustainability, consistent with the Triple Bottom Line (TBL) approach. For this purpose, a Systematic Lit...
{"title":"TQM and sustainability: a study of the methods and CSFs of TQM for achieving sustainability","authors":"Cecilia Silvestri, Luca Silvestri, Michela Piccarozzi, Alessandro Ruggieri","doi":"10.1080/14783363.2023.2289938","DOIUrl":"https://doi.org/10.1080/14783363.2023.2289938","url":null,"abstract":"This study aims to investigate the existing link between Total Quality Management (TQM) and Sustainability, consistent with the Triple Bottom Line (TBL) approach. For this purpose, a Systematic Lit...","PeriodicalId":23149,"journal":{"name":"Total Quality Management & Business Excellence","volume":null,"pages":null},"PeriodicalIF":3.9,"publicationDate":"2023-12-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"138691453","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 : 2023-11-14DOI: 10.1080/14783363.2023.2279631
Styliani Xanthopoulou, George Tsiotras, Eftychia Kessopoulou
AbstractThis study aims to create a conceptual model of Knowledge Management Implementation Capability (KMIC) (including KM-tools at each K-process) and TQM in the Greek public sector and investigate the relationship between them. The case study methodology is used by employing mixed research methods. Specifically, the conceptual model was constructed by using 15 public sector employees semi-structured interviews. Moreover, based on 420 responses of an online structured questionnaire the model’s validity and reliability are assessed by using exploratory and confirmatory factor analysis, and hypotheses testing through the PLS structural equation model (SEM). From the data analysis, we found that the construct KMIC includes technological and non-technological KM tools at the ‘K-creation’, and the ‘K-dissemination and application’ process, and TQM principles include ‘citizen satisfaction and strategic planning’, and ‘HR focus and leadership commitment’. In addition, there is a positive interaction between KMIC and TQM. In summary, it is the first time that KM tools are being studied in KMIC, as well as the relationship between KMIC and TQM in the public sector.Keywords: knowledge management implementation capability (KMIC)total quality management (TQM)public sectorcase studymixed methods Disclosure statementNo potential conflict of interest was reported by the author(s).Additional informationFundingThis research is co-financed by Greece and the European Union (European Social Fund – ESF) through the Operational Programme ‘Human Resources Development, Education and Lifelong Learning’ in the context of the project ‘Strengthening Human Resources Research Potential via Doctorate Research’ (MIS-5000432), implemented by the State Scholarships Foundation (ΙΚΥ).
{"title":"Investigating the relationship between KM implementation capability and TQM: a Greek public sector case study","authors":"Styliani Xanthopoulou, George Tsiotras, Eftychia Kessopoulou","doi":"10.1080/14783363.2023.2279631","DOIUrl":"https://doi.org/10.1080/14783363.2023.2279631","url":null,"abstract":"AbstractThis study aims to create a conceptual model of Knowledge Management Implementation Capability (KMIC) (including KM-tools at each K-process) and TQM in the Greek public sector and investigate the relationship between them. The case study methodology is used by employing mixed research methods. Specifically, the conceptual model was constructed by using 15 public sector employees semi-structured interviews. Moreover, based on 420 responses of an online structured questionnaire the model’s validity and reliability are assessed by using exploratory and confirmatory factor analysis, and hypotheses testing through the PLS structural equation model (SEM). From the data analysis, we found that the construct KMIC includes technological and non-technological KM tools at the ‘K-creation’, and the ‘K-dissemination and application’ process, and TQM principles include ‘citizen satisfaction and strategic planning’, and ‘HR focus and leadership commitment’. In addition, there is a positive interaction between KMIC and TQM. In summary, it is the first time that KM tools are being studied in KMIC, as well as the relationship between KMIC and TQM in the public sector.Keywords: knowledge management implementation capability (KMIC)total quality management (TQM)public sectorcase studymixed methods Disclosure statementNo potential conflict of interest was reported by the author(s).Additional informationFundingThis research is co-financed by Greece and the European Union (European Social Fund – ESF) through the Operational Programme ‘Human Resources Development, Education and Lifelong Learning’ in the context of the project ‘Strengthening Human Resources Research Potential via Doctorate Research’ (MIS-5000432), implemented by the State Scholarships Foundation (ΙΚΥ).","PeriodicalId":23149,"journal":{"name":"Total Quality Management & Business Excellence","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-11-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"134901623","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 : 2023-11-14DOI: 10.1080/14783363.2023.2276821
Joana Morgado Oliveira, Carlos F. Gomes
AbstractThis article aims to uncover the inception, thematic structure, and forthcoming paths of excellence models (EMs) research and to shed light on the relationship between EMs and total quality management (TQM). We analysed 950 empirical articles from 1989 to 2022, published in 396 scientific journals indexed on Clarivate Analytics Web of Science Core Collection™ and Scopus, from all subject categories. We used content analysis, regression, citation, co-citation, and co-occurrence of research topics. The results unveiled the foundational clusters, current thematic streams, and forthcoming paths constituting EMs’ autonomous research structure. They also show that most researchers look to EMs as independent management instruments beyond TQM. This article helps researchers of different fields to investigate EMs efficiently and reliably since it identifies research trends and forthcoming paths, along with the most relevant authors, journals, and articles on EMs subjects. It enables managers to utilise EMs more effectively and evolve towards innovative training approaches to meet sustainable development challenges. This article is the most comprehensive bibliometric analysis and integrated systematic literature review of EMs research. It is also the first study to investigate EMs as a stand-alone research subject adding knowledge to its relationship with TQM and discovering latent and emerging research topics.Keywords: excellence modelsTQMsystematic literature reviewEFQMMBNQAbibliometric analysis Data availability statementThe data that support the findings of this study are available from Scopus and from Clarivates Web of Science.Disclosure statementNo potential conflict of interest was reported by the author(s).Supplemental dataSupplemental data for this article can be accessed online at https://doi.org/10.1080/14783363.2023.2276821.Notes1 It should be noted that while Sustainability publishes 24 issues per year, with all articles in Open Source, TQBE only publishes 14 issues per year and only a few articles in Open Source.Additional informationFundingThis work has been funded by national funds through FCT – Fundação para a Ciência e a Tecnologia, I.P., Project UIDB/05037/2020 and Research Grant 2022.12634.BD.
摘要本文旨在揭示卓越模型研究的起源、主题结构和未来发展路径，并揭示卓越模型与全面质量管理(TQM)之间的关系。我们分析了从1989年到2022年的950篇实证文章，这些文章发表在Clarivate Analytics Web of Science Core Collection™和Scopus索引的396种科学期刊上，来自所有主题类别。我们使用了内容分析、回归、引用、共被引和共现研究主题。研究结果揭示了构成新兴市场自主研究结构的基础集群、当前主题流和即将到来的路径。他们还表明，大多数研究人员将新兴市场视为全面质量管理之外的独立管理工具。本文帮助不同领域的研究人员高效、可靠地研究新兴市场，因为它确定了新兴市场的研究趋势和即将到来的路径，以及与新兴市场主题最相关的作者、期刊和文章。它使管理人员能够更有效地利用新兴市场，并朝着创新的培训方法发展，以应对可持续发展的挑战。本文是对新兴市场研究最全面的文献计量分析和综合系统文献综述。这也是第一次将新兴市场作为一个独立的研究课题进行研究，增加了对其与全面质量管理关系的认识，并发现了潜在的和新兴的研究课题。关键词:卓越模型系统文献综述文献计量分析数据可用性声明支持本研究结果的数据可从Scopus和Clarivates Web of Science获得。披露声明作者未报告潜在的利益冲突。值得注意的是，《可持续发展》每年出版24期，所有文章都是开源的，而《TQBE》每年只出版14期，只有少数文章是开源的。本工作由国家基金资助，通过FCT - funda o para a Ciência ea technology, i.p.，项目UIDB/05037/2020和研究基金2022.12634.BD。
{"title":"Excellence models beyond total quality management: inception, thematic structure and forthcoming paths","authors":"Joana Morgado Oliveira, Carlos F. Gomes","doi":"10.1080/14783363.2023.2276821","DOIUrl":"https://doi.org/10.1080/14783363.2023.2276821","url":null,"abstract":"AbstractThis article aims to uncover the inception, thematic structure, and forthcoming paths of excellence models (EMs) research and to shed light on the relationship between EMs and total quality management (TQM). We analysed 950 empirical articles from 1989 to 2022, published in 396 scientific journals indexed on Clarivate Analytics Web of Science Core Collection™ and Scopus, from all subject categories. We used content analysis, regression, citation, co-citation, and co-occurrence of research topics. The results unveiled the foundational clusters, current thematic streams, and forthcoming paths constituting EMs’ autonomous research structure. They also show that most researchers look to EMs as independent management instruments beyond TQM. This article helps researchers of different fields to investigate EMs efficiently and reliably since it identifies research trends and forthcoming paths, along with the most relevant authors, journals, and articles on EMs subjects. It enables managers to utilise EMs more effectively and evolve towards innovative training approaches to meet sustainable development challenges. This article is the most comprehensive bibliometric analysis and integrated systematic literature review of EMs research. It is also the first study to investigate EMs as a stand-alone research subject adding knowledge to its relationship with TQM and discovering latent and emerging research topics.Keywords: excellence modelsTQMsystematic literature reviewEFQMMBNQAbibliometric analysis Data availability statementThe data that support the findings of this study are available from Scopus and from Clarivates Web of Science.Disclosure statementNo potential conflict of interest was reported by the author(s).Supplemental dataSupplemental data for this article can be accessed online at https://doi.org/10.1080/14783363.2023.2276821.Notes1 It should be noted that while Sustainability publishes 24 issues per year, with all articles in Open Source, TQBE only publishes 14 issues per year and only a few articles in Open Source.Additional informationFundingThis work has been funded by national funds through FCT – Fundação para a Ciência e a Tecnologia, I.P., Project UIDB/05037/2020 and Research Grant 2022.12634.BD.","PeriodicalId":23149,"journal":{"name":"Total Quality Management & Business Excellence","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-11-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"134991559","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}
AbstractThe development of mobile internet has made it easier for negative emotions, cognitions and behaviours expressed by customers to be spread, and the damage caused by negative customer engagement behaviours (NCEBs) to the company's brand value and reputation has gradually been amplified. Therefore, this study aims to explore the formation process of NCEBs in online brand community by combining qualitative method with quantitative method. Xiaomi Community was selected as the data source platform, using Python programming language to crawl users’ comments in ‘11Ultra circle’ and machine learning methods to obtain negative emotional polarity comments. The text coding and classification of negative emotion polarity comments are mainly based on manual coding and supplemented by machine learning. Perform binary logistic regression on the classified data to obtain the impact of various factors on NCEBs. The results showed that there were differences in the impact of different factors on NCEBs. This article obtains a different result from existing literature, that is, cognition and emotion are no longer necessary factors for the generation of NCEBs. Company managers should start with pricing, users’ cognition mining, and identifying and solving key issues reported by users to suppress the occurrence of NCEBs.Keywords: Consumer behaviour; negative customer engagementonline communityquality management Disclosure statementNo potential conflict of interest was reported by the author(s).Notes1 https://weibo.com/u/36341487602 https://mp.weixin.qq.com/s/lS9-kBoVAqf3GhQMKD83Zg3 https://chejiahao.m.autohome.com.cn/info/82701024 https://auto.ifeng.com/qichezixun/20200928/1483345.shtml5 https://www.xiaomi.cn/6 https://www.xiaomi.cn/board/25686841Additional informationFundingThis work was supported by National Natural Science Foundation of China [grant number 72072104]; National Office of Philosophy and Social Sciences [grant number 18ZDA079].
{"title":"Understanding the formation process of negative customer engagement behaviours: a quantitative and qualitative interpretation","authors":"Luning Zang, Yuying Liu, Xiaojing Sun, Decheng Wen","doi":"10.1080/14783363.2023.2277395","DOIUrl":"https://doi.org/10.1080/14783363.2023.2277395","url":null,"abstract":"AbstractThe development of mobile internet has made it easier for negative emotions, cognitions and behaviours expressed by customers to be spread, and the damage caused by negative customer engagement behaviours (NCEBs) to the company's brand value and reputation has gradually been amplified. Therefore, this study aims to explore the formation process of NCEBs in online brand community by combining qualitative method with quantitative method. Xiaomi Community was selected as the data source platform, using Python programming language to crawl users’ comments in ‘11Ultra circle’ and machine learning methods to obtain negative emotional polarity comments. The text coding and classification of negative emotion polarity comments are mainly based on manual coding and supplemented by machine learning. Perform binary logistic regression on the classified data to obtain the impact of various factors on NCEBs. The results showed that there were differences in the impact of different factors on NCEBs. This article obtains a different result from existing literature, that is, cognition and emotion are no longer necessary factors for the generation of NCEBs. Company managers should start with pricing, users’ cognition mining, and identifying and solving key issues reported by users to suppress the occurrence of NCEBs.Keywords: Consumer behaviour; negative customer engagementonline communityquality management Disclosure statementNo potential conflict of interest was reported by the author(s).Notes1 https://weibo.com/u/36341487602 https://mp.weixin.qq.com/s/lS9-kBoVAqf3GhQMKD83Zg3 https://chejiahao.m.autohome.com.cn/info/82701024 https://auto.ifeng.com/qichezixun/20200928/1483345.shtml5 https://www.xiaomi.cn/6 https://www.xiaomi.cn/board/25686841Additional informationFundingThis work was supported by National Natural Science Foundation of China [grant number 72072104]; National Office of Philosophy and Social Sciences [grant number 18ZDA079].","PeriodicalId":23149,"journal":{"name":"Total Quality Management & Business Excellence","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-11-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"134900932","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 : 2023-11-09DOI: 10.1080/14783363.2023.2275213
Anthony Bagherian, Mark Gershon, Sunil Kumar
AbstractThis article aims to analyze the importance of critical success factors in effectively implementing Six Sigma. It delves into the determination of key factors and attributes that contribute to successful adoption, considering that not all Six Sigma endeavors have achieved the desired outcomes. According to the research, a significant portion of corporate Six Sigma initiatives (approximately 60%) fail due to incorrect integration of vital factors and misguided assumptions. To conduct the study, a research survey incorporating a Likert scale questionnaire with a simple random sampling method was distributed among 2,325 potential participants, resulting in 573 responses, primarily from Germany, the United Kingdom, and Sweden. Through various structural equation modeling (SEM) approaches, such as exploratory factor analysis (EFA) and confirmatory factor analysis (CFA), the study revealed four essential elements for success: (1) the competency of belt system employees; (2) project management skills; (3) organizational economic capability; and (4) leadership commitment and involvement. These findings hold significant implications for institutions, practitioners, and researchers seeking to incorporate these elements into their Six Sigma deployment strategies for long-term success. The study's originality lies in its contribution to assessing critical success factors in Six Sigma deployment within the European automobile industry, utilizing a mixed-methods research design supplemented by descriptive statistics.Keywords: Six SigmaCritical Success FactorsSurveyEFACFAautomotive industry Disclosure statementNo potential conflict of interest was reported by the author(s).
{"title":"Unraveling the key determinants of successful six sigma implementation: an empirical investigation","authors":"Anthony Bagherian, Mark Gershon, Sunil Kumar","doi":"10.1080/14783363.2023.2275213","DOIUrl":"https://doi.org/10.1080/14783363.2023.2275213","url":null,"abstract":"AbstractThis article aims to analyze the importance of critical success factors in effectively implementing Six Sigma. It delves into the determination of key factors and attributes that contribute to successful adoption, considering that not all Six Sigma endeavors have achieved the desired outcomes. According to the research, a significant portion of corporate Six Sigma initiatives (approximately 60%) fail due to incorrect integration of vital factors and misguided assumptions. To conduct the study, a research survey incorporating a Likert scale questionnaire with a simple random sampling method was distributed among 2,325 potential participants, resulting in 573 responses, primarily from Germany, the United Kingdom, and Sweden. Through various structural equation modeling (SEM) approaches, such as exploratory factor analysis (EFA) and confirmatory factor analysis (CFA), the study revealed four essential elements for success: (1) the competency of belt system employees; (2) project management skills; (3) organizational economic capability; and (4) leadership commitment and involvement. These findings hold significant implications for institutions, practitioners, and researchers seeking to incorporate these elements into their Six Sigma deployment strategies for long-term success. The study's originality lies in its contribution to assessing critical success factors in Six Sigma deployment within the European automobile industry, utilizing a mixed-methods research design supplemented by descriptive statistics.Keywords: Six SigmaCritical Success FactorsSurveyEFACFAautomotive industry Disclosure statementNo potential conflict of interest was reported by the author(s).","PeriodicalId":23149,"journal":{"name":"Total Quality Management & Business Excellence","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-11-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135242357","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 : 2023-09-13DOI: 10.1080/14783363.2023.2256230
Hao Zheng, Yefang Sun, Yueyi Zhang, Chenyuan Lu
Compared with traditional place brand, place quality brand is an innovative practice that can promote high-quality development in modern manufacturing. There is, however, a lack of sufficient theoretical research on practical cases, which hampers the development of place quality brand. This study investigates how place quality brand can influence high-quality manufacturing development through an ‘advanced standard system + quality certification pattern’. We employ a moderated mediation model that involves place quality brand, advanced standards, absorptive capacity, and four dimensions of high-quality manufacturing development (quality level, economic benefit, green development, and technology innovation). Partial least-squares structural equation modelling reveals that place quality brand has a significant effect on all four dimensions. Advanced standards partially mediate the relationship between place quality brand and high-quality manufacturing development. Absorptive capacity plays a moderating role between place quality brand and advanced standards; it also moderates the indirect effects of place quality brand on the four dimensions, with a stronger mediating relationship under high absorptive capacity. These findings improve our understanding of the relationship between place quality brand and high-quality manufacturing development and can inform government strategies.
{"title":"The impact of place quality brand on high-quality development of manufacturing: a moderated mediation model","authors":"Hao Zheng, Yefang Sun, Yueyi Zhang, Chenyuan Lu","doi":"10.1080/14783363.2023.2256230","DOIUrl":"https://doi.org/10.1080/14783363.2023.2256230","url":null,"abstract":"Compared with traditional place brand, place quality brand is an innovative practice that can promote high-quality development in modern manufacturing. There is, however, a lack of sufficient theoretical research on practical cases, which hampers the development of place quality brand. This study investigates how place quality brand can influence high-quality manufacturing development through an ‘advanced standard system + quality certification pattern’. We employ a moderated mediation model that involves place quality brand, advanced standards, absorptive capacity, and four dimensions of high-quality manufacturing development (quality level, economic benefit, green development, and technology innovation). Partial least-squares structural equation modelling reveals that place quality brand has a significant effect on all four dimensions. Advanced standards partially mediate the relationship between place quality brand and high-quality manufacturing development. Absorptive capacity plays a moderating role between place quality brand and advanced standards; it also moderates the indirect effects of place quality brand on the four dimensions, with a stronger mediating relationship under high absorptive capacity. These findings improve our understanding of the relationship between place quality brand and high-quality manufacturing development and can inform government strategies.","PeriodicalId":23149,"journal":{"name":"Total Quality Management & Business Excellence","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-09-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135734662","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 : 2023-09-12DOI: 10.1080/14783363.2023.2256260
Yazan Abu Huson, Laura Sierra-García, María Antonia Garcia-Benau
{"title":"A bibliometric review of information technology, artificial intelligence, and blockchain on auditing","authors":"Yazan Abu Huson, Laura Sierra-García, María Antonia Garcia-Benau","doi":"10.1080/14783363.2023.2256260","DOIUrl":"https://doi.org/10.1080/14783363.2023.2256260","url":null,"abstract":"","PeriodicalId":23149,"journal":{"name":"Total Quality Management & Business Excellence","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-09-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135885091","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 : 2023-05-23DOI: 10.1080/14783363.2023.2213653
Ashwarya Kapoor, Rajiv Sindwani, Manisha Goel
This study explores a comprehensive moderated mediated framework to understand symmetric and asymmetric connection between quick commerce service experience (QCSX) and loyalty. The research in its distinctiveness used stimulus organism response (S-O-R) theory to explain association between QCSX dimensions and loyalty. Survey data were collected from 359 q-commerce service users. Outcome of Structural equation modeling (SEM) exhibited that app design, security assurance, and fulfillment exert positive significant effect on loyalty. Interestingly, service support was not found to have significant effect on loyalty. Except service support dimension, trust is found to act as a mediator between QCSX dimensions and loyalty. Results also reported that electronic word of mouth (e-WOM) valence moderates the mediated effect of app design, security assurance and fulfillment on loyalty via trust. Fuzzy set qualitative comparative analysis (fsQCA) has also been applied to understand complex, non-linear and synergistic effects of QCSX dimensions on loyalty. Results revealed nine sufficient conditions for establishing high and low loyalty. Findings of study provide useful insights for both academicians and practitioners. Academically, this study enriches literature on consumer service experience. Practically, the study highlights specific QCSX dimensions that service providers should emphasise to frame effective strategies for increasing market share and customer retention.
{"title":"Exploring quick commerce service experience: a moderated mediated investigation using SEM and fsQCA","authors":"Ashwarya Kapoor, Rajiv Sindwani, Manisha Goel","doi":"10.1080/14783363.2023.2213653","DOIUrl":"https://doi.org/10.1080/14783363.2023.2213653","url":null,"abstract":"This study explores a comprehensive moderated mediated framework to understand symmetric and asymmetric connection between quick commerce service experience (QCSX) and loyalty. The research in its distinctiveness used stimulus organism response (S-O-R) theory to explain association between QCSX dimensions and loyalty. Survey data were collected from 359 q-commerce service users. Outcome of Structural equation modeling (SEM) exhibited that app design, security assurance, and fulfillment exert positive significant effect on loyalty. Interestingly, service support was not found to have significant effect on loyalty. Except service support dimension, trust is found to act as a mediator between QCSX dimensions and loyalty. Results also reported that electronic word of mouth (e-WOM) valence moderates the mediated effect of app design, security assurance and fulfillment on loyalty via trust. Fuzzy set qualitative comparative analysis (fsQCA) has also been applied to understand complex, non-linear and synergistic effects of QCSX dimensions on loyalty. Results revealed nine sufficient conditions for establishing high and low loyalty. Findings of study provide useful insights for both academicians and practitioners. Academically, this study enriches literature on consumer service experience. Practically, the study highlights specific QCSX dimensions that service providers should emphasise to frame effective strategies for increasing market share and customer retention.","PeriodicalId":23149,"journal":{"name":"Total Quality Management & Business Excellence","volume":null,"pages":null},"PeriodicalIF":3.9,"publicationDate":"2023-05-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"84574918","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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