Pub Date : 2022-09-12DOI: 10.1080/10686967.2022.2112927
Heng Xie, Xinyu Wei, Xianghui Peng, V. Prybutok
Abstract Supply chain management (SCM) and quality management (QM) overlap in literature because their domains and practices intersect and reinforce each other. Despite the recognized importance of supplier-to-customer relationships in achieving quality goals, limited research examines how SCM influences the quality-oriented organizational framework as a measurable construct. The current research embedded the SCM construct within the Baldrige excellence framework to understand the evolving influence of SCM on the Baldrige framework over time. Survey data from different samples were collected across three different time periods, the middle 1990s, early 2000s, and middle 2010s, and this time dispersed data collection enabled an evaluation and comparison of the restructured model. The resulting empirical evidence demonstrates the roles of leadership, SCM, and information system-oriented constructs in QM and provides researchers and practitioners with a better understanding of the interconnections and interwoven effects on business results. The findings also contribute to future research on the integration between SCM and QM.
{"title":"The evolution of supply chain management as measured with the Baldrige excellence framework","authors":"Heng Xie, Xinyu Wei, Xianghui Peng, V. Prybutok","doi":"10.1080/10686967.2022.2112927","DOIUrl":"https://doi.org/10.1080/10686967.2022.2112927","url":null,"abstract":"Abstract Supply chain management (SCM) and quality management (QM) overlap in literature because their domains and practices intersect and reinforce each other. Despite the recognized importance of supplier-to-customer relationships in achieving quality goals, limited research examines how SCM influences the quality-oriented organizational framework as a measurable construct. The current research embedded the SCM construct within the Baldrige excellence framework to understand the evolving influence of SCM on the Baldrige framework over time. Survey data from different samples were collected across three different time periods, the middle 1990s, early 2000s, and middle 2010s, and this time dispersed data collection enabled an evaluation and comparison of the restructured model. The resulting empirical evidence demonstrates the roles of leadership, SCM, and information system-oriented constructs in QM and provides researchers and practitioners with a better understanding of the interconnections and interwoven effects on business results. The findings also contribute to future research on the integration between SCM and QM.","PeriodicalId":38208,"journal":{"name":"Quality Management Journal","volume":"29 1","pages":"234 - 247"},"PeriodicalIF":0.0,"publicationDate":"2022-09-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59806709","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-07-04DOI: 10.1080/10686967.2022.2086432
S. T. Foster
Greetings and best wishes to all of our readers for this new issue of the Quality Management Journal. This edition of the journal again highlights our growing international presence. This parallels the increased international presence of ASQ. I just returned from four weeks in Rome and Paris and have seen the need for improved quality and service around the world. Following are the articles in this edition: The first article is Assessing Patient Satisfaction with Emergency Department Care Delivery Using a Patient Experience Framework by Yann B. Ferrand (James M. Hull College of Business, Augusta University), Lawrence D. Fredendall (Wilbur O. and Anne Powers College of Business, Clemson University), Jennifer C. Siemens (Wilbur O. and Anne Powers College of Business, Clemson University), Danny Weathers (Wilbur O. and Anne Powers College of Business, Clemson University), Ronald G. Pirrallo (Professor, University of South Carolina School of Medicine Greenville), Matthew D. Bitner (University of South Carolina School of Medicine Greenville). According to the authors, “Patient satisfaction with their experience during an emergency department (ED) visit is affected both by the quality of the clinical care received and the process of care delivered. This study adapts the generic quality framework developed by Golder, Mitra, and Moorman (2012) (GMM) with a Patient Experience Framework (PEF) tailored to the specific nature of ED care delivery, to systematically review research about ED patient experience.” They propose areas for future research in the area of ED. The second paper is Back to the Future: Cybernetics for Safety, Quality and Cybersecurity by Dr. Deborah Cernauskas (College of Business, Benedictine University) and Dr. Andrew Kumiega (Illinois Institute of Technology). They provide a “holistic framework that ensures Industry 4.0 systems include Internet of Things (IOT) devices and computer systems designed to be fail safed during cyber-attacks.” They find that “the integration of roles and responsibilities cannot succeed without a similarly aligned cross-functional approach, including a RAIC framework.” The third paper is Impact of Lean and Quality Management Practices on Green Supply Chain Performance: An Empirical Study on Ceramic Enterprises by Kailash Choudhary (Indian Institute of Management Shillong), Narpat Ram Sangwa (Department of Mechanical Engineering, Indian Institute of Technology Roper), Kuldip Singh Sangwan (IndoGerman Center for Sustainable Manufacturing, Birla Institute of Technology and Science Pilani), and Rajesh Kr Singh (Management Development Institute, Gurgaon). “In the last three decades, lean and quality management practices have been employed by the manufacturing organizations but limited studies have analyzed impact of lean and quality practices on green supply chain performance.” This paper studies this important area. The last paper is Understanding Quality Factors of Electronic Health Service in an Emerging Economy
{"title":"Editor’s overview","authors":"S. T. Foster","doi":"10.1080/10686967.2022.2086432","DOIUrl":"https://doi.org/10.1080/10686967.2022.2086432","url":null,"abstract":"Greetings and best wishes to all of our readers for this new issue of the Quality Management Journal. This edition of the journal again highlights our growing international presence. This parallels the increased international presence of ASQ. I just returned from four weeks in Rome and Paris and have seen the need for improved quality and service around the world. Following are the articles in this edition: The first article is Assessing Patient Satisfaction with Emergency Department Care Delivery Using a Patient Experience Framework by Yann B. Ferrand (James M. Hull College of Business, Augusta University), Lawrence D. Fredendall (Wilbur O. and Anne Powers College of Business, Clemson University), Jennifer C. Siemens (Wilbur O. and Anne Powers College of Business, Clemson University), Danny Weathers (Wilbur O. and Anne Powers College of Business, Clemson University), Ronald G. Pirrallo (Professor, University of South Carolina School of Medicine Greenville), Matthew D. Bitner (University of South Carolina School of Medicine Greenville). According to the authors, “Patient satisfaction with their experience during an emergency department (ED) visit is affected both by the quality of the clinical care received and the process of care delivered. This study adapts the generic quality framework developed by Golder, Mitra, and Moorman (2012) (GMM) with a Patient Experience Framework (PEF) tailored to the specific nature of ED care delivery, to systematically review research about ED patient experience.” They propose areas for future research in the area of ED. The second paper is Back to the Future: Cybernetics for Safety, Quality and Cybersecurity by Dr. Deborah Cernauskas (College of Business, Benedictine University) and Dr. Andrew Kumiega (Illinois Institute of Technology). They provide a “holistic framework that ensures Industry 4.0 systems include Internet of Things (IOT) devices and computer systems designed to be fail safed during cyber-attacks.” They find that “the integration of roles and responsibilities cannot succeed without a similarly aligned cross-functional approach, including a RAIC framework.” The third paper is Impact of Lean and Quality Management Practices on Green Supply Chain Performance: An Empirical Study on Ceramic Enterprises by Kailash Choudhary (Indian Institute of Management Shillong), Narpat Ram Sangwa (Department of Mechanical Engineering, Indian Institute of Technology Roper), Kuldip Singh Sangwan (IndoGerman Center for Sustainable Manufacturing, Birla Institute of Technology and Science Pilani), and Rajesh Kr Singh (Management Development Institute, Gurgaon). “In the last three decades, lean and quality management practices have been employed by the manufacturing organizations but limited studies have analyzed impact of lean and quality practices on green supply chain performance.” This paper studies this important area. The last paper is Understanding Quality Factors of Electronic Health Service in an Emerging Economy ","PeriodicalId":38208,"journal":{"name":"Quality Management Journal","volume":"29 1","pages":"159 - 159"},"PeriodicalIF":0.0,"publicationDate":"2022-07-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48900389","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-06-23DOI: 10.1080/10686967.2022.2083035
Deborah Cernauskas, A. Kumiega
Abstract There is a lack of a holistic framework that ensures Industry 4.0 systems include Internet of Things (IoT) devices and computer systems designed to be fail-safe during cyberattacks. The silo view of treating industrial risk, Information Technology (IT) risk, and software quality as separate fields are leading to exploitable and hackable systems as documented by recent events. A stable system requires the collaboration and integration of engineering experts in quality, software design, reliability along with quality managers and auditors to focus on the intersection of technology and safety/reliability. The field of Cybernetics was originally created as an interdisciplinary field to understand and control complex systems. A multi-faceted and cross-disciplinary approach will be required to design fail-safe systems that can withstand cyberattacks in Industry 4.0. Integrating roles and responsibilities cannot succeed without a similarly aligned cross-functional approach, including a RAIC framework.
{"title":"Back to the future: Cybernetics for safety, quality and cybersecurity","authors":"Deborah Cernauskas, A. Kumiega","doi":"10.1080/10686967.2022.2083035","DOIUrl":"https://doi.org/10.1080/10686967.2022.2083035","url":null,"abstract":"Abstract There is a lack of a holistic framework that ensures Industry 4.0 systems include Internet of Things (IoT) devices and computer systems designed to be fail-safe during cyberattacks. The silo view of treating industrial risk, Information Technology (IT) risk, and software quality as separate fields are leading to exploitable and hackable systems as documented by recent events. A stable system requires the collaboration and integration of engineering experts in quality, software design, reliability along with quality managers and auditors to focus on the intersection of technology and safety/reliability. The field of Cybernetics was originally created as an interdisciplinary field to understand and control complex systems. A multi-faceted and cross-disciplinary approach will be required to design fail-safe systems that can withstand cyberattacks in Industry 4.0. Integrating roles and responsibilities cannot succeed without a similarly aligned cross-functional approach, including a RAIC framework.","PeriodicalId":38208,"journal":{"name":"Quality Management Journal","volume":"29 1","pages":"183 - 192"},"PeriodicalIF":0.0,"publicationDate":"2022-06-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46303039","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-06-23DOI: 10.1080/10686967.2022.2083037
Yann B. Ferrand, L. Fredendall, J. Siemens, Danny Weathers, R. Pirrallo, M. Bitner
Abstract Patient satisfaction with their experience during an emergency department (ED) visit is affected both by the quality of the clinical care received and the process of care delivered. This study adapts the generic quality framework developed by Golder, Mitra, and Moorman (2012) (GMM) with a Patient Experience Framework (PEF) tailored to the specific nature of ED care delivery, to systematically review research about ED patient experience. Following Preferred Reporting Items for Systematic Reviews and Meta-Analyses guidelines, this review examines a range of medical publications that reported process interventions to improve patient satisfaction, and retained sixty-five studies. This extant research was then analyzed using the GMM framework as a theoretical lens: while every study considered the emergency care delivery process, only two studies investigated the patient experience process, four studies examined how patients evaluate the care received, and only one study considered all three processes. The review identifies areas for future research on patient satisfaction with their ED experience, which needs to expand its reach beyond processes of care delivery. Quality managers should focus on how patients experience the services performed and how that experience, along with prior expectations, affects a priori expectations and subsequent evaluation of the care received.
{"title":"Assessing patient satisfaction with emergency department care delivery using a patient experience framework","authors":"Yann B. Ferrand, L. Fredendall, J. Siemens, Danny Weathers, R. Pirrallo, M. Bitner","doi":"10.1080/10686967.2022.2083037","DOIUrl":"https://doi.org/10.1080/10686967.2022.2083037","url":null,"abstract":"Abstract Patient satisfaction with their experience during an emergency department (ED) visit is affected both by the quality of the clinical care received and the process of care delivered. This study adapts the generic quality framework developed by Golder, Mitra, and Moorman (2012) (GMM) with a Patient Experience Framework (PEF) tailored to the specific nature of ED care delivery, to systematically review research about ED patient experience. Following Preferred Reporting Items for Systematic Reviews and Meta-Analyses guidelines, this review examines a range of medical publications that reported process interventions to improve patient satisfaction, and retained sixty-five studies. This extant research was then analyzed using the GMM framework as a theoretical lens: while every study considered the emergency care delivery process, only two studies investigated the patient experience process, four studies examined how patients evaluate the care received, and only one study considered all three processes. The review identifies areas for future research on patient satisfaction with their ED experience, which needs to expand its reach beyond processes of care delivery. Quality managers should focus on how patients experience the services performed and how that experience, along with prior expectations, affects a priori expectations and subsequent evaluation of the care received.","PeriodicalId":38208,"journal":{"name":"Quality Management Journal","volume":"29 1","pages":"160 - 182"},"PeriodicalIF":0.0,"publicationDate":"2022-06-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47040756","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-06-23DOI: 10.1080/10686967.2022.2083038
Mustafa Al-Emran, S. Islam, Ahasan Harun
Abstract In the context of an emerging economy, this research investigates consumers’ experiences with electronic health service systems and their impact on satisfaction and future usage intention. It draws from a user engagement and a value co-creation perspective to examine complex transferring mechanisms and boundary conditions. Survey data from users of online health service systems were collected from an emerging market and subjected to regression analysis to test the hypotheses. Consumers’ experience-based attributions of the electronic system – system and information quality as well as content reliability – have a positive impact on intention to use, which are mediated by satisfaction. Interaction of the consumer with the system moderates the effects of both information system quality and information quality on satisfaction. The indirect effects of information and system quality on intention to use via satisfaction differ based on the consumer interaction. Also, effects of information quality and content reliability on intention to use are moderated by consumers’ perceptions of behavioral control. The study provides further evidence in the link between quality and satisfaction in the use of electronic health services systems in the context of an emerging market. The study focuses on explicating complex associations and focus on mediation and moderation effects only. This deepens our understanding of transferring mechanisms and boundary conditions, and provides more insights into the theory than just investigating the direct effects.
{"title":"Understanding quality factors of electronic health service in an emerging economy","authors":"Mustafa Al-Emran, S. Islam, Ahasan Harun","doi":"10.1080/10686967.2022.2083038","DOIUrl":"https://doi.org/10.1080/10686967.2022.2083038","url":null,"abstract":"Abstract In the context of an emerging economy, this research investigates consumers’ experiences with electronic health service systems and their impact on satisfaction and future usage intention. It draws from a user engagement and a value co-creation perspective to examine complex transferring mechanisms and boundary conditions. Survey data from users of online health service systems were collected from an emerging market and subjected to regression analysis to test the hypotheses. Consumers’ experience-based attributions of the electronic system – system and information quality as well as content reliability – have a positive impact on intention to use, which are mediated by satisfaction. Interaction of the consumer with the system moderates the effects of both information system quality and information quality on satisfaction. The indirect effects of information and system quality on intention to use via satisfaction differ based on the consumer interaction. Also, effects of information quality and content reliability on intention to use are moderated by consumers’ perceptions of behavioral control. The study provides further evidence in the link between quality and satisfaction in the use of electronic health services systems in the context of an emerging market. The study focuses on explicating complex associations and focus on mediation and moderation effects only. This deepens our understanding of transferring mechanisms and boundary conditions, and provides more insights into the theory than just investigating the direct effects.","PeriodicalId":38208,"journal":{"name":"Quality Management Journal","volume":"29 1","pages":"212 - 231"},"PeriodicalIF":0.0,"publicationDate":"2022-06-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48202070","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-06-23DOI: 10.1080/10686967.2022.2083036
K. Choudhary, Narpat Ram Sangwa, K. S. Sangwan, R. Singh
Abstract In the last three decades, lean and quality management practices have been employed by the manufacturing organizations but limited studies have analyzed impact of lean and quality practices on green supply chain performance. This study aims to understand the impact of lean and quality management practices on green supply chain (GSC) performance through an empirical investigation. The study also benchmarks the adoption of lean and quality practices and GSC performance for ceramic enterprises. The study adopts multivariate data analysis methods. Four hypotheses have been developed based on the critical analysis of literature. Data was collected from 233 ceramic enterprises, and hypotheses are tested through structural equation modeling and cluster analysis. The results indicate a higher level of implementation of quality practices than lean practices in ceramic enterprises. The statistical results show that the adoption of lean and quality management practices led to the enhancement in operational and environmental performances but a decrease in economic performance. Results also show that the adoption level of these practices is high in large size enterprises, and the GSC performance level is highest for large enterprises, medium for medium enterprises, and lowest for small enterprises. The sector and region-specific focus of the study limits its results from generalization.
{"title":"Impact of lean and quality management practices on green supply chain performance: an empirical study on ceramic enterprises","authors":"K. Choudhary, Narpat Ram Sangwa, K. S. Sangwan, R. Singh","doi":"10.1080/10686967.2022.2083036","DOIUrl":"https://doi.org/10.1080/10686967.2022.2083036","url":null,"abstract":"Abstract In the last three decades, lean and quality management practices have been employed by the manufacturing organizations but limited studies have analyzed impact of lean and quality practices on green supply chain performance. This study aims to understand the impact of lean and quality management practices on green supply chain (GSC) performance through an empirical investigation. The study also benchmarks the adoption of lean and quality practices and GSC performance for ceramic enterprises. The study adopts multivariate data analysis methods. Four hypotheses have been developed based on the critical analysis of literature. Data was collected from 233 ceramic enterprises, and hypotheses are tested through structural equation modeling and cluster analysis. The results indicate a higher level of implementation of quality practices than lean practices in ceramic enterprises. The statistical results show that the adoption of lean and quality management practices led to the enhancement in operational and environmental performances but a decrease in economic performance. Results also show that the adoption level of these practices is high in large size enterprises, and the GSC performance level is highest for large enterprises, medium for medium enterprises, and lowest for small enterprises. The sector and region-specific focus of the study limits its results from generalization.","PeriodicalId":38208,"journal":{"name":"Quality Management Journal","volume":"29 1","pages":"193 - 211"},"PeriodicalIF":0.0,"publicationDate":"2022-06-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45562707","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-04-06DOI: 10.1080/10686967.2022.2034492
J. Gardner, Sarah Childs
Abstract Hospital operating performance relies on the proper utilization of resources and procedures. Unfortunately, the waste of over processing through unnecessary healthcare can reduce patient flow and increase costs to patients and hospitals. This article examines two commonly used mechanisms for addressing over processing in healthcare: accountability (individual and cross-functional) through utilization reviews (critical evaluations of service decisions regarding the appropriate service at the right cost), and their interactions with healthcare information technology (HIT) infrastructure. Hierarchical regression analyses reveal insights into service flow (patient length of stay) and efficiency (operating cost per bed) using independent primary and secondary data from 250 U.S. hospitals. The analyses show contrasting results and tradeoffs. For utilization reviews, accountability focused on individuals is associated with lower cost per bed but longer length of stay, while results for cross-functional accountability are not significant. The interaction between individual accountability through utilization reviews and HIT infrastructure relates to incremental reductions in patient length of stay, suggesting a complementary relationship for managing hospital operating performance and over processing.
{"title":"Managing the waste of over processing in healthcare using accountability through utilization reviews and information technologies","authors":"J. Gardner, Sarah Childs","doi":"10.1080/10686967.2022.2034492","DOIUrl":"https://doi.org/10.1080/10686967.2022.2034492","url":null,"abstract":"Abstract Hospital operating performance relies on the proper utilization of resources and procedures. Unfortunately, the waste of over processing through unnecessary healthcare can reduce patient flow and increase costs to patients and hospitals. This article examines two commonly used mechanisms for addressing over processing in healthcare: accountability (individual and cross-functional) through utilization reviews (critical evaluations of service decisions regarding the appropriate service at the right cost), and their interactions with healthcare information technology (HIT) infrastructure. Hierarchical regression analyses reveal insights into service flow (patient length of stay) and efficiency (operating cost per bed) using independent primary and secondary data from 250 U.S. hospitals. The analyses show contrasting results and tradeoffs. For utilization reviews, accountability focused on individuals is associated with lower cost per bed but longer length of stay, while results for cross-functional accountability are not significant. The interaction between individual accountability through utilization reviews and HIT infrastructure relates to incremental reductions in patient length of stay, suggesting a complementary relationship for managing hospital operating performance and over processing.","PeriodicalId":38208,"journal":{"name":"Quality Management Journal","volume":"29 1","pages":"82 - 103"},"PeriodicalIF":0.0,"publicationDate":"2022-04-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45967878","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-04-03DOI: 10.1080/10686967.2022.2035587
S. Thomas Foster
Greetings from the editorial office of the Quality Management Journal. In this issue, we have four articles that focus on services. These articles cover healthcare, education, and micro enterprises. The first article is “Managing the waste of over processing in healthcare using accountability through utilization reviews and information technologies” by John Wallace Gardner (Department of Marketing and Global Supply Chain, Marriott School of Business, Brigham Young University) and Sarah Childs (School of Medicine, University of Utah). “This paper examines two commonly used mechanisms for addressing over processing in healthcare: accountability (individual and cross-functional) through utilization reviews (critical evaluations of service decisions regarding the appropriate service at the right cost), and their interactions with healthcare information technology infrastructure. Hierarchical regression analyses reveal insights into service flow (patient length of stay) and efficiency (operating cost per bed) using independent primary and secondary data from 250U.S. hospitals.” The second article, “Determinants of customer satisfaction and behavioral intentions in fast-food restaurants among undergraduate students during the COVID-19 pandemic,” is written by Khaldoun I. Ababneh (Department of Management, American University of Dubai), Subramaniam Ponnaiyan (Department of Decision Sciences, American University of Dubai), Ahmed R. ElMelegy (College of Business Administration, Gulf University for Science and Technology), and Victor Pybutok (G. Brint Ryan College of Business, University of North Texas). Their study shows that “compliance with COVID-19 safety measures is a key determinant of customer satisfaction and behavioral intentions in the fastfood industry during the COVID-19 pandemic. More importantly, the results reveal that when simultaneously including service quality, perceived value, COVID-19 safety, and food quality as predictors of customer satisfaction and behavioral intentions, only COVID-19 safety and food quality are significant predictors.” The third article, “Resource capabilities and sustainable export performance: An application of m-TISM for Indian manufacturing MSMEs” by Kashika Arora (Indian Institute of Foreign Trade, New Delhi, India) and Areej Aftab Siddiqui (Indian Institute of Foreign Trade, New Delhi, India) focuses on micro, small, and medium enterprises (MSMEs). According to the authors, “MSMEs are the backbone of India’s current and future economic progress. These institutions are geared to support and encourage the development of new-generation entrepreneurs in India who have the potential to create global competitive businesses. Their findings confirm the impact of these 14 essential components on resourcebased view (RBV) modeling adoption on MSMEs’ export success. Strategic direction, upper echelon orientation, financial capacity, and the external environment all have a significant impact on MSMEs’ export performance.”
{"title":"Editor’s overview","authors":"S. Thomas Foster","doi":"10.1080/10686967.2022.2035587","DOIUrl":"https://doi.org/10.1080/10686967.2022.2035587","url":null,"abstract":"Greetings from the editorial office of the Quality Management Journal. In this issue, we have four articles that focus on services. These articles cover healthcare, education, and micro enterprises. The first article is “Managing the waste of over processing in healthcare using accountability through utilization reviews and information technologies” by John Wallace Gardner (Department of Marketing and Global Supply Chain, Marriott School of Business, Brigham Young University) and Sarah Childs (School of Medicine, University of Utah). “This paper examines two commonly used mechanisms for addressing over processing in healthcare: accountability (individual and cross-functional) through utilization reviews (critical evaluations of service decisions regarding the appropriate service at the right cost), and their interactions with healthcare information technology infrastructure. Hierarchical regression analyses reveal insights into service flow (patient length of stay) and efficiency (operating cost per bed) using independent primary and secondary data from 250U.S. hospitals.” The second article, “Determinants of customer satisfaction and behavioral intentions in fast-food restaurants among undergraduate students during the COVID-19 pandemic,” is written by Khaldoun I. Ababneh (Department of Management, American University of Dubai), Subramaniam Ponnaiyan (Department of Decision Sciences, American University of Dubai), Ahmed R. ElMelegy (College of Business Administration, Gulf University for Science and Technology), and Victor Pybutok (G. Brint Ryan College of Business, University of North Texas). Their study shows that “compliance with COVID-19 safety measures is a key determinant of customer satisfaction and behavioral intentions in the fastfood industry during the COVID-19 pandemic. More importantly, the results reveal that when simultaneously including service quality, perceived value, COVID-19 safety, and food quality as predictors of customer satisfaction and behavioral intentions, only COVID-19 safety and food quality are significant predictors.” The third article, “Resource capabilities and sustainable export performance: An application of m-TISM for Indian manufacturing MSMEs” by Kashika Arora (Indian Institute of Foreign Trade, New Delhi, India) and Areej Aftab Siddiqui (Indian Institute of Foreign Trade, New Delhi, India) focuses on micro, small, and medium enterprises (MSMEs). According to the authors, “MSMEs are the backbone of India’s current and future economic progress. These institutions are geared to support and encourage the development of new-generation entrepreneurs in India who have the potential to create global competitive businesses. Their findings confirm the impact of these 14 essential components on resourcebased view (RBV) modeling adoption on MSMEs’ export success. Strategic direction, upper echelon orientation, financial capacity, and the external environment all have a significant impact on MSMEs’ export performance.”","PeriodicalId":38208,"journal":{"name":"Quality Management Journal","volume":"29 1","pages":"81 - 81"},"PeriodicalIF":0.0,"publicationDate":"2022-04-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49575214","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-03-29DOI: 10.6008/cbpc2674-6417.2021.002.0001
Junia Maria Santos Correia, Miquelle Rodrigues Antunes, Natércia dos Santos Pinho, Sheldon William Silva, Janice Queiroz de Pinho Gonçalves, João Francisco Sarno Carvalho
É notável a evolução e crescimento do movimento feminista, bem como a mudança no posicionamento das mulheres frente à sociedade e aos estereótipos existentes. Sendo assim, as empresas estão apostando no femvertising, na utilização da publicidade como forma de enaltecer e valorizar o empoderamento feminino. Nesse contexto, o presente artigo tem como objetivo verificar se as narrativas preexistentes em propagandas se encontram aderentes ao femvertising. Como premissa, buscou-se contextualizar a publicidade como ferramenta de marketing, a compreensão do gênero ao longo da história e, como consequência, o surgimento do femvertising. A metodologia caracteriza- se por uma descrição qualitativa em que foram analisadas três propagandas de empresas de distintos segmentos: Renault, a Nike e a Rexona. Como conclusão, foi possível mensurar que as propagandas de fato enaltecem a mulher, não se tornando apenas estratégias de comunicação para atrair consumidores como o senso comum acredita ser.
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Pub Date : 2022-03-29DOI: 10.6008/cbpc2674-6417.2021.002.0002
Jéssica de Souza Rodrigues, Daniele Oliveira Xavier, J. Carvalho, Sheldon William Silva, João Leandro Cássio Oliveira
Pessoas e empresas se expõem a ameaças internas e externas que podem prejudicar o alcance dos seus objetivos todos os dias. Logo, é importante e benéfico investir em processos de prevenção e redução destas ameaças, por meio da Gestão de Riscos e da Auditoria Baseada em Riscos – ABR que atuam diretamente nos riscos inerentes aos processos de trabalho. Neste estudo, o referencial teórico pautou-se em leis, artigos, livros e apostilas de órgãos públicos, autores e estudiosos na área. A pesquisa objetivou demonstrar a implementação da ferramenta ABR e do Gerenciamento de Riscos a partir da aplicabilidade da metodologia desenvolvida pela CGE/MG num processo de trabalho executado em instituição de saúde pública estadual, através do mapeamento do processo, identificação e avaliação dos riscos e avaliação dos controles internos. Para o desenvolvimento dessa pesquisa, a metodologia utilizada foi uma combinação quantitativa/qualitativa de análise dos dados e o método foi o estudo de caso. Um dos principais resultados foi o de que controles internos eficazes são capazes de reduzir riscos médios e altos nos processos. Diante disso, concluiu-se, principalmente, que as ferramentas são úteis no auxílio ao Gestor em sua tomada de decisões, bem como podem contribuir para o alcance dos objetivos organizacionais.
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