Purpose The purpose of this paper is to examine the relationship between the critical factors of quality and customer results and also investigate the structure of relationships between the critical factors of quality, in the context of the tourist accommodation sector in Spain....

Purpose – Quality function deployment (QFD) is a worldwide-known, design for quality approach, which gathers several design quality methods. Among them, the House of Quality (HoQ) correlates the Voice of Customer and the Voice of Company thanks to L -shaped (2D) Matrix Diagrams (MDs). This...

Purpose – The purpose of this paper is to stimulate interest in the use of quality management methods and tools and to provide a basis and direction for further improvement in the global brewing industry. Design/methodology/approach – The methodology that is followed in the paper is based on...

Purpose The purpose of this paper is to examine direct effects of quality management on competitive advantage within the context of the resource-based view of a firm. Design/methodology/approach Survey data have been obtained from 288 general managers of luxury hotels in Egypt. The authors have...

Purpose – The purpose of this paper is to provide additional evidence of the impact of ISO 9001 effectiveness on three dimensions of a firm’s performance, namely product quality, operational performance and business performance. Design/methodology/approach – The analysis includes an...

Purpose – The purpose of this paper is to examine how holistic improvement work can be organized and what challenges can be observed in the process of adopting a holistic perspective on production system improvement. Design/methodology/approach – A qualitative case study and a questionnaire...

Purpose – The purpose of this paper is to explore the concept of supply chain quality management (SCQM) and to propose a research model that considers the impact of SCQM practices on firm performance. Design/methodology/approach – Based on a comprehensive literature review, SCQM most...

Purpose The purpose of this paper is to provide empirical evidence for competing representations of the prevention-appraisal-failure model of quality cost. Design/methodology/approach The authors conduct regression analysis on a secondary data set to reveal relationships among total cost of...

Purpose The purpose of this paper is to identify and rank the contextual relationship among the quality management (QM) constructs for manufacturing and its related service organizations providing integrated value bundles, which has got limited research attention. Design/methodology/approach The...

Purpose The purpose of this paper is to study the impact of successfully coordinating infrastructural capabilities, such as technology, and structural capabilities, such as people, on the performance of service businesses. Effective coordination of these two types of capabilities is shown to...