Internalization of quality in public organizations
Purpose: This paper examines the relationships between: (1) motives for internalization of a quality system, (2) the internalization of a quality system and (3) customer results, employee results and social results in public organizations by means of replication research Design/methodology/approach: First, the work applies a quantitative study to test hypotheses using structural equations based on the Partial Least Squares (PLS) approach. Then, a qualitative study is carried out to support the quantitative results obtained Findings: Results show that internal and external motives affect internalization, and that the most important issues for internalization are commitment, communication, training, recognition and follow-up. In addition, continuous improvement is key in order to enhance customer results, employee results and social results Originality/value: The contribution of this work is that it provides empirical support to prior research on internalization focused on manufacturing and service organizations, and extends these results to the case of public organizations
Year of publication: |
2020
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Authors: | Tarí, Juan José ; Molina-Azorín, José F. ; Pereira-Moliner, Jorge ; López-Gamero, María D. |
Published in: |
Academia Revista Latinoamericana de Administración. - Emerald, ISSN 1012-8255, ZDB-ID 2401123-X. - Vol. 33.2020, 3/4 (13.10.), p. 445-461
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Publisher: |
Emerald |
Saved in:
Online Resource
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