全面质量管理和外部因素重要吗?创新行为对银行创新绩效的影响

IF 4 Q2 BUSINESS European Business Review Pub Date : 2024-04-16 DOI:10.1108/ebr-01-2024-0037
Samuel Koomson
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引用次数: 0

摘要

目的虽然全面质量管理(TQM)是一种创新管理理念,但它是如何将创新行为(INB)与创新绩效(INP)联系起来的却一直没有引起人们的注意。此外,INB 与 TQM 之间的联系在哪些外部因素(技术动荡[TUR]、竞争强度[CMP]、市场活力[MKD]和政府监管[GOV])的作用下可能会发展壮大,也有待了解。尽管银行业发生了各种演变,但仍有必要提高为客户提供的服务质量。本文旨在解决全面质量管理文献中的这些问题。本研究采用智能 PLS 方法,通过分析加纳 21 家通过质量认证的通用银行 260 名中高级管理人员的回复,构建并分析了一个研究框架。研究结果全面质量管理在 INB 和 INP 之间起到了部分中介作用(所占方差 = 46.85%,P = 0.000)。TUR (β = 0.023, p = 0.000)、CMP (β = 0.043, p = 0.000)、MKD (β = 0.056, p = 0.000) 和 GOV (β = 0.068, p = 0.000) 积极且显著地调节了 INB-TQM 之间的联系。原创性/价值 据作者所知,本研究首次展示了创新如何同时作为全面质量管理的前因后果。该研究还首次阐述了 INB 与 TQM 关系蓬勃发展的边界条件。
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Do total quality management and external factors matter? The effect of innovation behaviour on innovation performance in banks

Purpose

Although total quality management (TQM) is an innovative management philosophy, how it connects innovative behaviour (INB) to innovation performance (INP) has gone unnoticed. Also, the external factors (technological turbulence [TUR], competitive intensity [CMP], market dynamism [MKD] and government regulation [GOV]) under which the INB–TQM connection may grow are yet to be understood. In spite of the various evolutions that have occurred in the banking industry, there remains a necessity to enhance the quality of service offered to clients. This paper aims to address these issues in the total quality management literature.

Design/methodology/approach

This study constructs and analyses a research framework by analysing the replies of 260 executives in senior and intermediate positions across 21 quality-certified universal banks in Ghana, using the Smart PLS methodology.

Findings

TQM played a partial mediating role between INB and INP (variance accounted for = 46.85%, p = 0.000). TUR (β = 0.023, p = 0.000), CMP (β = 0.043, p = 0.000), MKD (β = 0.056, p = 0.000) and GOV (β = 0.068, p = 0.000) positively and significantly moderated the INB–TQM connection.

Research limitations/implications

Future research may examine the proposed framework in various environments and sectors.

Practical implications

Practical insights for industry players in the sector are discussed.

Originality/value

To the best of the authors’ knowledge, this study is the first to show how innovation serves both as an antecedent and consequence of TQM. It is also the first to explicate the boundary conditions under which the INB–TQM relationship may flourish.

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来源期刊
CiteScore
8.30
自引率
4.80%
发文量
34
期刊介绍: Articles should cover the key business disciplines - management, leadership, marketing, logistics, strategy, quality management, entrepreneurship, business ethics, international business, operations management, manufacturing, accounting and finance - specifically relating to experiences and reflections of interest to business and academia worldwide.
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