Abstract
Purpose: This paper aims to explore the framework, practices, and implementation of total quality management (TQM) in the service industry. Methodology/Approach: The present study focuses on the existing literature on several TQM dimensions and developed a framework that would allow the service industry to efficiently apply TQM, resulting in enhanced organizational performance. Findings: The research findings suggest that the relevance and implementation of TQM practices have a strong linkage to organizational performance. Managers shall work for the accomplishments of TQM to achieve success in local and global competition. By implementing TQM practices effectively in the service industry, managers can see improvements in the organization’s function. Therefore, managers shall accept the TQM approach to improve overall service quality and organizational performance. Research Limitation/implication: The study is limited to secondary data collection and no primary research is carried out to verify the proposed framework. Originality/Value of paper: The present study contributes to the literature on TQM by developing a framework for the service industry. This adds to the existing knowledge on TQM in the service industry and builds a foundation to carry out future research. The proposed TQM framework will empower the organizations for superior performance by evaluating the factors, defining rooms for improvement, and designing ways to achieve business excellence.
Highlights
Service Quality (SQ) implications are increasing in industry irrespective of the product or service industry
The main papers on Total Quality Management (TQM) were defined for the first phase, containing the keywords of “quality management”, “TQM in manufacturing”, “TQM in the service sector”, “critical success factor for TQM”, “TQM and organizational performance”, and “TQM and organizational sustainability” in the academic databases including Scopus and Web of Science in particular
In today’s dynamic world, it is critical for businesses to focus on quality in their operations in order to meet the minimum requirements of customers on the one hand, while minimizing costs and maximizing profits on the other
Summary
Service Quality (SQ) implications are increasing in industry irrespective of the product or service industry. Firms have begun to understand SQ’s consumer experience and how well it can be connected to service elements to fulfil the expectations of consumers (Ansari, Farooqui and Gattoufi, 2018). This boosts business in the form of repeat buying, customer loyalty, customer retention and “positive word of mouth” (Ansari, 2020). TQM delights internal and external customers by fulfilling and exceeding their expectations continuously. It involves everyone in the organization for gaining continuous improvement. According to Bigliardi and Galati (2014), benefits of implementing TQM listed in most works include improved customer satisfaction, enhanced quality, efficient delivery of products and services, cost minimization, and advanced performance
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