Sit, Wen‐Yi; Ooi, Keng‐Boon; Lin, Binshan; … - In: Industrial Management & Data Systems 109 (2009) 7, pp. 957-975
Purpose – The purpose of this paper is to investigate the relationship between total quality management (TQM) practices and customer satisfaction (CS) as perceived by managers' perspectives in Malaysia's service sector. Design/methodology/approach – The data are collected from 140 managers...