Purpose – Total quality management (TQM) has begun to influence national business systems and is widely seen as a “revolution” inmanagement. TQMinitiatives continuously search the needs of the customers and incorporate them in the organization on an ongoing basis. For this reason, the...

Over the last two decades, service organisations have embraced total quality management (TQM) as an effective management tool to improve their service quality. They have begun to show a keen interest in TQM by working on quality and related areas. TQM has become a major area of attention to...

This study focuses on the state of usage of quality tools and techniques in Indian service industries. To achieve this objective, a comprehensive instrument was constructed and distributed to select Indian service companies. The usage of quality tools and techniques was surveyed and then...

Purpose – The purpose of this paper is to investigate the relationship between total quality management (TQM) practices and quality performance in Indian service companies. Design/methodology/approach – The empirical data was collected using a self-administered instrument that was...