Abstract
Quality management theory has been influenced by the contributions from quality leaders, standardized quality models and empirical research. This has helped identifiy a set of critical factors for successful quality management implementation, as a way to improve customer satisfaction and performance. This study reviews the literature in order to identify the critical factors and results of quality management, using a factor analysis and, starting from this analysis, we also create a scale that can be empirically tested from the answers provided by those responsible for quality in 106 certified firms.
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