Action-Based Quality Management: Strategy and Tools for by Marta Peris-Ortiz, José Álvarez-García PDF

By Marta Peris-Ortiz, José Álvarez-García

ISBN-10: 3319064525

ISBN-13: 9783319064529

ISBN-10: 3319064533

ISBN-13: 9783319064536

Featuring case reviews from the commercial and tourism sectors, this ebook presents an interdisciplinary viewpoint at the impression of overall caliber administration on company and innovation recommendations. the foundations of overall caliber administration (TQM) were commonly researched and analyzed as an important instrument for companies to compete in a globalized financial system. This e-book offers the most recent learn at the functions of TQM throughout diversified capabilities equivalent to customer support, human assets administration and value keep an eye on. It demonstrates how the usage of TQM instruments, similar to the SERVQUAL version, Eco-Management and Audit Scheme (EMAS), excessive Involvement Practices (HIWP) and the EFQM excellence version, affects a firm’s functionality, complements productiveness and innovation and decreases rate, thereby permitting them to compete extra successfully within the worldwide industry. construction at the huge literature at the dating among TQM and enterprise functionality, the authors argue that caliber acts as a robust aggressive instrument that businesses may still embody of their company technique. via selling actions that lead to higher potency, superior regulate and administration of the association (internal quality), corporations can in achieving major development in shopper delight, worker pride, social influence and enterprise effects (external caliber) and exceed expectancies in those areas.

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Additional info for Action-Based Quality Management: Strategy and Tools for Continuous Improvement

Example text

XXI Congreso Anual AEDEM, Madrid Tsaur SH, Lin YC (2004) Promoting quality of service in tourist hotels: the role of HRM practices and service behaviour. Tour Manage 25:471–481 Westbrook RA, Oliver RL (1991) The dimensionality of consumption emotion patterns and consumer satisfaction. J Consumer Res 18:84–91 Zeithaml VA (1988) Consumer perceptions of price, quality and value: a means-model and synthesis of evidence. J Market 52(3):2–22 Zeithaml VA, Parasuraman A, Berry LL (1990) Delivering quality service: balancing customer perceptions and expectations.

Focus on Value Innovation. This principle is based on theoretical propositions from the field of marketing, namely Service-Dominant Logic (Lusch and Vargo 2006; Vargo and Lusch 2004a, b, 2006, 2008), and from the field of strategy (Priem 2007). Firms can only articulate value propositions because ‘value is always uniquely and phenomenologically determined by the beneficiary’ (Vargo and Lusch 2004a). A value proposition is innovative when it creates disproportionate value at a low cost (Kim and Mauborgne 2005).

After presenting axioms that make up these entrepreneurial, customer-oriented strategic models we will devote the last section to showing how AMB axioms and TQM principles present relevant coincidences. 1). 1 shows, correspondences are numerous and relevant. TQM principles provide a sound basis for ABM deployment. These similarities indicate that TQM systems could be focused not only toward operational excellence and deliberate planning, assumptions that underlie Business Excellence Models. Alternatively, 22 T.

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Action-Based Quality Management: Strategy and Tools for Continuous Improvement by Marta Peris-Ortiz, José Álvarez-García


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