Mehra, Satish; Ranganathan, Sampath - In: International Journal of Quality & Reliability Management 25 (2008) 9, pp. 913-927
Purpose – Aims to examine the role of total quality management (TQM) towards enhancing customer satisfaction. Design/methodology/approach – Using meta‐analysis, existing research studies on TQM and customer satisfaction were quantified, summarized, and tested for moderators to clarify TQM...