Pub Date : 2021-10-02DOI: 10.1080/10686967.2021.1962774
Muratcan Erkul, Subhajit Chakraborty, Hale Kaynak
Abstract We propose a typology suggesting varying extent of servitization for manufacturing firms in different industries that could help them improve their firm performance. We suggest that contemporary manufacturing firms may benefit from implementing quality management practices while being organizationally innovative and staying focused on satisfying their customer needs. Cluster analysis and MANOVA on a cross-country sample of senior managers in charge of quality implementation at various manufacturing firms demonstrated the presence of very high and low servitizers, enjoying high and low firm performance respectively, thereby providing empirical support for our typology. Manufacturing firms can implement the proposed servitization strategies to improve their performance. Research and practice implications are discussed and future directions are offered.
{"title":"The strategic value of servitization: A quality management perspective","authors":"Muratcan Erkul, Subhajit Chakraborty, Hale Kaynak","doi":"10.1080/10686967.2021.1962774","DOIUrl":"https://doi.org/10.1080/10686967.2021.1962774","url":null,"abstract":"Abstract We propose a typology suggesting varying extent of servitization for manufacturing firms in different industries that could help them improve their firm performance. We suggest that contemporary manufacturing firms may benefit from implementing quality management practices while being organizationally innovative and staying focused on satisfying their customer needs. Cluster analysis and MANOVA on a cross-country sample of senior managers in charge of quality implementation at various manufacturing firms demonstrated the presence of very high and low servitizers, enjoying high and low firm performance respectively, thereby providing empirical support for our typology. Manufacturing firms can implement the proposed servitization strategies to improve their performance. Research and practice implications are discussed and future directions are offered.","PeriodicalId":38208,"journal":{"name":"Quality Management Journal","volume":"28 1","pages":"176 - 189"},"PeriodicalIF":0.0,"publicationDate":"2021-10-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44644899","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 : 2021-10-02DOI: 10.1080/10686967.2021.1962775
Silverster Ivanaj, Mélanie Collet, C. Gendron, A. Friser
Abstract Lean management is a way for companies to improve their productivity and bring down their costs. Corporate Social Responsibility (CSR) aims to meet the expectations of stakeholders concerning a company’s impact on the environment and society. Despite their importance, and sometimes their coexistence, companies tend to tackle these two approaches separately. In this study, which employs a qualitative survey of seven companies, we attempt to understand the synergies and possible contradictions between Lean and CSR approaches. Firstly, it is clear that Lean, like CSR, concerns the economy, the environment, and stakeholder relations. Secondly, when combined, these two approaches compensate for their respective shortfalls: Lean management makes it possible to justify CSR on economic and financial levels, and provides CSR with a rigorous methodology in terms of operational management. CSR brings Lean management a way to consolidate its social and environmental benefits, and brings meaning that fosters employee engagement and extends the intervention scope of Lean to external stakeholders. This study also highlights a common key success factor, i.e., a corporate culture aimed at excellence. On this basis, the study recommends the combined implementation of both approaches in order to maximize their respective benefits. Seen from this perspective, CSR could be considered as continuous improvement of the company’s overall performance, the first step of which would be Lean.
{"title":"Lean and CSR, contradictions and complementarities: Toward an effective managerial solution","authors":"Silverster Ivanaj, Mélanie Collet, C. Gendron, A. Friser","doi":"10.1080/10686967.2021.1962775","DOIUrl":"https://doi.org/10.1080/10686967.2021.1962775","url":null,"abstract":"Abstract Lean management is a way for companies to improve their productivity and bring down their costs. Corporate Social Responsibility (CSR) aims to meet the expectations of stakeholders concerning a company’s impact on the environment and society. Despite their importance, and sometimes their coexistence, companies tend to tackle these two approaches separately. In this study, which employs a qualitative survey of seven companies, we attempt to understand the synergies and possible contradictions between Lean and CSR approaches. Firstly, it is clear that Lean, like CSR, concerns the economy, the environment, and stakeholder relations. Secondly, when combined, these two approaches compensate for their respective shortfalls: Lean management makes it possible to justify CSR on economic and financial levels, and provides CSR with a rigorous methodology in terms of operational management. CSR brings Lean management a way to consolidate its social and environmental benefits, and brings meaning that fosters employee engagement and extends the intervention scope of Lean to external stakeholders. This study also highlights a common key success factor, i.e., a corporate culture aimed at excellence. On this basis, the study recommends the combined implementation of both approaches in order to maximize their respective benefits. Seen from this perspective, CSR could be considered as continuous improvement of the company’s overall performance, the first step of which would be Lean.","PeriodicalId":38208,"journal":{"name":"Quality Management Journal","volume":"28 1","pages":"205 - 222"},"PeriodicalIF":0.0,"publicationDate":"2021-10-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43954972","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 : 2021-10-02DOI: 10.1080/10686967.2021.1981693
Industry 4.0 provides the infrastructure to potentially enhance the Lean/Six Sigma capability of an organization both at the operational and enterprise level. At the operational level, performance and operational data metrics can transmit in real time through the Cyber Physical Systems (CPS) network enabling enhancements at the operational level. By LSS and Industry 4.0, numerous benefits have been identified like forecasting process defects in complex processes, enhancement of product and service quality and significant cost reduction. Moreover, in the era of Covid-19, this integrated approach can be extremely powerful in building organisational and supply chain resilience. This Special Issue aims to publish papers that provide greater insights into the integration of LSS with Industry 4.0 technology. The focus of this special issue will be on the challenges involved in the integration, benefits of the integrated approach via case studies as well as the success factors for the implementation and sustainability of the integrated approach from empirical studies (e.g.: surveys, interviews etc.). The guest editors are happy to accept either conceptual papers or empirical in nature, and pursue theory building or theory testing. It is important that the papers must be useful and relevant to industry and practitioners. Appropriate topics include but are not limited to:
{"title":"ASQ–Call for Papers","authors":"","doi":"10.1080/10686967.2021.1981693","DOIUrl":"https://doi.org/10.1080/10686967.2021.1981693","url":null,"abstract":"Industry 4.0 provides the infrastructure to potentially enhance the Lean/Six Sigma capability of an organization both at the operational and enterprise level. At the operational level, performance and operational data metrics can transmit in real time through the Cyber Physical Systems (CPS) network enabling enhancements at the operational level. By LSS and Industry 4.0, numerous benefits have been identified like forecasting process defects in complex processes, enhancement of product and service quality and significant cost reduction. Moreover, in the era of Covid-19, this integrated approach can be extremely powerful in building organisational and supply chain resilience. This Special Issue aims to publish papers that provide greater insights into the integration of LSS with Industry 4.0 technology. The focus of this special issue will be on the challenges involved in the integration, benefits of the integrated approach via case studies as well as the success factors for the implementation and sustainability of the integrated approach from empirical studies (e.g.: surveys, interviews etc.). The guest editors are happy to accept either conceptual papers or empirical in nature, and pursue theory building or theory testing. It is important that the papers must be useful and relevant to industry and practitioners. Appropriate topics include but are not limited to:","PeriodicalId":38208,"journal":{"name":"Quality Management Journal","volume":"28 1","pages":"250 - 250"},"PeriodicalIF":0.0,"publicationDate":"2021-10-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47565228","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 : 2021-09-14DOI: 10.1080/10686967.2021.1962773
K. Shuaib, Zhenghai He, Li-rong Song
Abstract Organizations are becoming more interested in establishing a unique organizational culture capable of implementing changes to achieve common goals. Research on organizational culture and quality management and how it drives innovation is essential in understanding how individuals and groups support implementing programs and activities to achieve organizational goals sustainably. The paper, therefore, examines the mediating role of dynamic capabilities on the relationship between organizational culture, quality management, and innovation among Nigerian manufacturing companies. The study collected empirical data from 400 manufacturing companies registered with the manufacturers association of Nigeria that implements quality management models using a convenience sampling technique. A partial least square model was used for data analysis. The result reveals that all the organizational culture dimensions and quality management practices are positively and significantly related to innovation. Furthermore, the results show that dynamic capabilities played a positive and significant mediating role between organizational culture, quality management practices, and innovation. However, the relationship between dynamic capabilities and innovation was found to be positive but insignificant. In contrast, a positive and significant relationship was revealed between all the individual dimensions (sensing, learning, integrating, and coordinating) capabilities and innovation among Nigerian manufacturing firms. Thus, the study contributes to a better understanding of how manufacturing companies combine quality management practices and organizational culture to improve innovation through dynamic capabilities with empirical evidence.
{"title":"Effect of organizational culture and quality management on innovation among Nigerian manufacturing companies: The mediating role of dynamic capabilities","authors":"K. Shuaib, Zhenghai He, Li-rong Song","doi":"10.1080/10686967.2021.1962773","DOIUrl":"https://doi.org/10.1080/10686967.2021.1962773","url":null,"abstract":"Abstract Organizations are becoming more interested in establishing a unique organizational culture capable of implementing changes to achieve common goals. Research on organizational culture and quality management and how it drives innovation is essential in understanding how individuals and groups support implementing programs and activities to achieve organizational goals sustainably. The paper, therefore, examines the mediating role of dynamic capabilities on the relationship between organizational culture, quality management, and innovation among Nigerian manufacturing companies. The study collected empirical data from 400 manufacturing companies registered with the manufacturers association of Nigeria that implements quality management models using a convenience sampling technique. A partial least square model was used for data analysis. The result reveals that all the organizational culture dimensions and quality management practices are positively and significantly related to innovation. Furthermore, the results show that dynamic capabilities played a positive and significant mediating role between organizational culture, quality management practices, and innovation. However, the relationship between dynamic capabilities and innovation was found to be positive but insignificant. In contrast, a positive and significant relationship was revealed between all the individual dimensions (sensing, learning, integrating, and coordinating) capabilities and innovation among Nigerian manufacturing firms. Thus, the study contributes to a better understanding of how manufacturing companies combine quality management practices and organizational culture to improve innovation through dynamic capabilities with empirical evidence.","PeriodicalId":38208,"journal":{"name":"Quality Management Journal","volume":"28 1","pages":"223 - 247"},"PeriodicalIF":0.0,"publicationDate":"2021-09-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44484318","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 : 2021-07-03DOI: 10.1080/10686967.2021.1920869
Mohit Manchanda, Madhurima Deb, Ewuuk Lomo-David
Abstract Counterfeiting in m-commerce is rife in emerging markets. Our research intent is to understand how branded app quality counters perceived counterfeit deception (PCD) and engenders trust while analyzing consumer willingness to buy (WillB) in an emerging market. This work captures the perception of 1,146 online shoppers through a questionnaire-based survey and uses SPSSv23 and Amos 21 to construct a structural equation model to test the conceptual model. The results indicate that information quality (IQ), system quality (SysQ), and service quality (ServQ) of branded apps negatively affect PCD, and IQ and SysQ positively affect consumers’ trust in the seller. The study establishes stronger effects of SysQ and ServQ on PCD than on trust, and alongside this, a stronger effect of IQ on trust than on PCD is witnessed. Hence, the study proves that ServQ and SysQ are sale qualifiers and IQ is a sale enabler in counterfeiting contexts. A strong direct negative effect of PCD on WillB seems to overwhelm the positive effect of trust on WillB. The study makes several theoretical contributions, including toward the established literature on two factor theory and trust theory. The insights have important practical implications for retailers attempting to counter counterfeiting in m-commerce.
{"title":"Scrutinizing the efficacy of branded apps quality to counter counterfeiting and restore trust in M-Commerce","authors":"Mohit Manchanda, Madhurima Deb, Ewuuk Lomo-David","doi":"10.1080/10686967.2021.1920869","DOIUrl":"https://doi.org/10.1080/10686967.2021.1920869","url":null,"abstract":"Abstract Counterfeiting in m-commerce is rife in emerging markets. Our research intent is to understand how branded app quality counters perceived counterfeit deception (PCD) and engenders trust while analyzing consumer willingness to buy (WillB) in an emerging market. This work captures the perception of 1,146 online shoppers through a questionnaire-based survey and uses SPSSv23 and Amos 21 to construct a structural equation model to test the conceptual model. The results indicate that information quality (IQ), system quality (SysQ), and service quality (ServQ) of branded apps negatively affect PCD, and IQ and SysQ positively affect consumers’ trust in the seller. The study establishes stronger effects of SysQ and ServQ on PCD than on trust, and alongside this, a stronger effect of IQ on trust than on PCD is witnessed. Hence, the study proves that ServQ and SysQ are sale qualifiers and IQ is a sale enabler in counterfeiting contexts. A strong direct negative effect of PCD on WillB seems to overwhelm the positive effect of trust on WillB. The study makes several theoretical contributions, including toward the established literature on two factor theory and trust theory. The insights have important practical implications for retailers attempting to counter counterfeiting in m-commerce.","PeriodicalId":38208,"journal":{"name":"Quality Management Journal","volume":"28 1","pages":"156 - 174"},"PeriodicalIF":0.0,"publicationDate":"2021-07-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/10686967.2021.1920869","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41867209","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 : 2021-07-03DOI: 10.1080/10686967.2021.1920867
Saad Ghafoor, R. Mann, N. Grigg
Abstract This research investigates the strengths and opportunities for improvement of the National Institute of Standards and Technology’s (NIST’s) Baldrige Performance Excellence Program (BPEP) in terms of designing the Malcolm Baldrige Excellence Framework (MBEF) and its deployment (promoting the MBEF, facilitating its use, and awarding Business Excellence (BE)) within the United States. Data were collected directly from NIST and compared to the data from 28 other BE Custodians (BECs) from 26 countries to identify the BE promotion, facilitation, and award related activities that the other BECs could learn from the BPEP and the best practices that the BPEP could learn from the other BECs. It was found that BPEP’s key strengths are a) the design of the MBEF, with 34.5% of BECs adopting it, second only to the EFQM with 44.8% adopters b) the awards process is robust with NIST rating its processes in this area more highly than in other areas. The BPEP’s key opportunities for improvement were in increasing the awareness of BE and facilitating organizations to use a BE approach. Recommendations are provided on how the BPEP can be improved, with examples of practices used by other BECs.
{"title":"The strengths and opportunities for improvement of the Baldrige Performance Excellence Program","authors":"Saad Ghafoor, R. Mann, N. Grigg","doi":"10.1080/10686967.2021.1920867","DOIUrl":"https://doi.org/10.1080/10686967.2021.1920867","url":null,"abstract":"Abstract This research investigates the strengths and opportunities for improvement of the National Institute of Standards and Technology’s (NIST’s) Baldrige Performance Excellence Program (BPEP) in terms of designing the Malcolm Baldrige Excellence Framework (MBEF) and its deployment (promoting the MBEF, facilitating its use, and awarding Business Excellence (BE)) within the United States. Data were collected directly from NIST and compared to the data from 28 other BE Custodians (BECs) from 26 countries to identify the BE promotion, facilitation, and award related activities that the other BECs could learn from the BPEP and the best practices that the BPEP could learn from the other BECs. It was found that BPEP’s key strengths are a) the design of the MBEF, with 34.5% of BECs adopting it, second only to the EFQM with 44.8% adopters b) the awards process is robust with NIST rating its processes in this area more highly than in other areas. The BPEP’s key opportunities for improvement were in increasing the awareness of BE and facilitating organizations to use a BE approach. Recommendations are provided on how the BPEP can be improved, with examples of practices used by other BECs.","PeriodicalId":38208,"journal":{"name":"Quality Management Journal","volume":"28 1","pages":"128 - 144"},"PeriodicalIF":0.0,"publicationDate":"2021-07-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/10686967.2021.1920867","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47266532","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 : 2021-07-03DOI: 10.1080/10686967.2021.1920868
Alsius David, William D. Senn, D. Peak, V. Prybutok, Charles Blankson
Abstract This study demonstrates that visual quality is an emergent factor in explaining behavioral intention in online shopping, as online retail technology continues to evolve. The researchers develop, and test a model, in augmented reality (AR) and non-AR contexts, explaining the effect of aesthetic appeal of the interface of a mobile retail app and position relevance of a product in the user environment on visual quality of the app. The model explains the influence of visual and service quality on user satisfaction toward the app and the influence of user satisfaction on recommendation intention. The data were collected from 102 mobile app users who were asked to use the view-in-room features on a mobile augmented reality (MAR) app. Another group of 155 mobile app users were requested to search for a product using a typical mobile app search interface. Both groups provided their responses via an online survey. The researchers used partial least squares structural equation modeling (PLS-SEM) to analyze the collected data. Results indicate that the model has superior explanatory power when applied to an AR context. This research also provides key insights for practitioners related to improving the rate of mobile app recommendations by their customers.
{"title":"The value of visual quality and service quality to augmented reality enabled mobile shopping experience","authors":"Alsius David, William D. Senn, D. Peak, V. Prybutok, Charles Blankson","doi":"10.1080/10686967.2021.1920868","DOIUrl":"https://doi.org/10.1080/10686967.2021.1920868","url":null,"abstract":"Abstract This study demonstrates that visual quality is an emergent factor in explaining behavioral intention in online shopping, as online retail technology continues to evolve. The researchers develop, and test a model, in augmented reality (AR) and non-AR contexts, explaining the effect of aesthetic appeal of the interface of a mobile retail app and position relevance of a product in the user environment on visual quality of the app. The model explains the influence of visual and service quality on user satisfaction toward the app and the influence of user satisfaction on recommendation intention. The data were collected from 102 mobile app users who were asked to use the view-in-room features on a mobile augmented reality (MAR) app. Another group of 155 mobile app users were requested to search for a product using a typical mobile app search interface. Both groups provided their responses via an online survey. The researchers used partial least squares structural equation modeling (PLS-SEM) to analyze the collected data. Results indicate that the model has superior explanatory power when applied to an AR context. This research also provides key insights for practitioners related to improving the rate of mobile app recommendations by their customers.","PeriodicalId":38208,"journal":{"name":"Quality Management Journal","volume":"28 1","pages":"116 - 127"},"PeriodicalIF":0.0,"publicationDate":"2021-07-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/10686967.2021.1920868","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42960910","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 : 2021-07-03DOI: 10.1080/10686967.2021.1920870
Sidonie Djofack, Marco Antonio Camacho Robledo
Abstract This study aims to analyze the factors that affect the selection of quality certifications and its corresponding quality management systems (QMSs) in the Spanish hospitality industry. In particular, we want to compare the ISO 9001 certification model, which is a general standard applicable to any kind of industry, and the hospitality standards of the Spanish Q certificate. this study collected data from 187 certified hotels in Balears regions of Spain. The results show that both standards are selected for different reasons. The ISO 9001 certificate is mainly selected for internal reasons of organization and control, such as improving employee motivation, improving company image and reducing rejections as well as complaints. The Q certificate is chosen for external factors related to promotion and sales. The empirical results of this study provide insightful implications for both scholars and practitioners. The main contribution of this study is to highlight the underlying factors that contribute to choosing a quality assurance certificate.
{"title":"Factors influencing the choice of a quality certification in the Spanish hospitality industry","authors":"Sidonie Djofack, Marco Antonio Camacho Robledo","doi":"10.1080/10686967.2021.1920870","DOIUrl":"https://doi.org/10.1080/10686967.2021.1920870","url":null,"abstract":"Abstract This study aims to analyze the factors that affect the selection of quality certifications and its corresponding quality management systems (QMSs) in the Spanish hospitality industry. In particular, we want to compare the ISO 9001 certification model, which is a general standard applicable to any kind of industry, and the hospitality standards of the Spanish Q certificate. this study collected data from 187 certified hotels in Balears regions of Spain. The results show that both standards are selected for different reasons. The ISO 9001 certificate is mainly selected for internal reasons of organization and control, such as improving employee motivation, improving company image and reducing rejections as well as complaints. The Q certificate is chosen for external factors related to promotion and sales. The empirical results of this study provide insightful implications for both scholars and practitioners. The main contribution of this study is to highlight the underlying factors that contribute to choosing a quality assurance certificate.","PeriodicalId":38208,"journal":{"name":"Quality Management Journal","volume":"28 1","pages":"145 - 155"},"PeriodicalIF":0.0,"publicationDate":"2021-07-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/10686967.2021.1920870","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46124667","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}
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