Total Quality Management (TQM) Influence on the Service Quality of Services Companies in China

Abstract

This conceptual paper explores the influence of Total Quality Management (TQM) on service quality in Chinese service companies. The paper aims to investigate the specific TQM practices implemented by these companies and examine the impact of TQM on service quality. The paper begins by discussing the importance of TQM in the service industry and its potential benefits for Chinese service companies. It highlights the need for customer focus, employee empowerment, process standardization, performance measurement, and continuous improvement in achieving service quality excellence. Through an examination of existing literature and empirical studies, the paper finds that TQM practices positively impact service quality in Chinese service companies. TQM implementation leads to improved customer satisfaction, enhanced customer loyalty, and overall organizational performance. The adoption of customer feedback mechanisms enables companies to understand customer needs and tailor their services accordingly. Employee empowerment and involvement contribute to higher levels of employee motivation and commitment, resulting in improved service quality outcomes. Process standardization ensures consistency and efficiency in service delivery, while performance measurement systems enable companies to monitor and evaluate service quality against benchmarks. The paper concludes that TQM practices have a significant positive impact on service quality in Chinese service companies. It emphasizes the role of leadership commitment in fostering a culture of quality and sustaining the focus on service quality throughout the organization. The findings of this conceptual research highlight the importance of embracing TQM principles to enhance service quality and gain a competitive edge in the market.