The impact of outsourcing in QMP toward retailing performance

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Even though many body of research theoretically asserts a positive relationship between quality management practice (QMP) and business performance, a valid measure of QMP has not been proposed and systematic analysis of its effect on business performance has thus future not promising. This paper attend to some conceptual and measurement issues related to the study of QMP and its impact on business performance in service context. It first reviews the concept of QMP and its important dimensions. Next, a measurement scale with acceptable reliability and validity is developed to capture the dimensions of QMP. Sequentially, analysis of data shows that QMP is positively and significantly associated with sales growth, customer retention, market share, ROI, and overall performance. The implications of these findings are discussed and the limitations of the study as well as future research directions are addressed. Purpose - the purpose of this paper is to discuss the interlinking of quality management practice, outsourcing and performance in the retailing service organizational and, based on that discussion, propose and examine the implications of service organizational framework that incorporates not only the customer's satisfaction but also the employee's perspective and a typology for classifying service effectiveness on the basis of their potential impact on organizational from the Quality Management's practice and the employee's perspectives. Design/methodology/approach - The service organizational framework and outsourcing typology are developed by synthesizing - and extend - concepts and insights from the relevant literature pertaining to QMP, outsourcing and performance Findings - contribute the absent relation between management commitment and organizational performance in literature studies on service marketing. Originality/value - The integration of conventional performance concepts with key insights from the rich literature on outsourcing is relational. The resulting expanded service performance framework and outsourcing typology have important managerial implications and also offer several potentially possibility for further research.