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Impact of cultural differences on foreign customers' perceived local services

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Are TQM practices supporting customer satisfaction and service quality?

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Are TQM practices supporting customer satisfaction and service quality?

Ooi, Keng‐Boon; Lin, Binshan; Tan, Boon‐In; … - In: Journal of Services Marketing 25 (2011) 6, pp. 410-419

Purpose – The purpose of this paper is to examine the relationship between total quality management (TQM) practices and customer satisfaction and also to investigate the association between TQM practices and service quality within the context of Malaysia's small service organizations....

Persistent link: https://www.econbiz.de/10014905354