Operational,organizational, and human resource factors predictive of customer perceptions of service quality |
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| Institution: | 1. VNR VJIET, Bachupalli, Hyderabad, India;2. GITAM Institute of Technology VIZAG, India;1. Department of Pediatric Surgery and Pediatric Urology, University Children′s Hospital, Tuebingen, Germany;2. Department of Radiation Oncology, University Hospital, Tuebingen, Germany;3. Department of Radiation Oncology, Goeppingen, Germany;4. Department of Pediatric Cardiology and Intensive Care, University Children′s Hospital, Tuebingen, Germany;5. Department of Pediatric Surgery, University Hospital Marburg, Germany;3. Department of Medicine, National Jewish Health, Denver, Colorado 80206;4. Department of Genetics and Center for Genome Sciences and Systems Biology, Washington University School of Medicine, St. Louis, Missouri 63108-8510;5. Department of Biochemistry, University of Iowa, Iowa City, Iowa 52242;6. Case Cardiovascular Research Institute and Harrington Heart and Vascular Institute, Department of Medicine, Case Western Reserve University School of Medicine, Cleveland, Ohio 44106-7290;1. Luleå University of Technology, Division of Social Sciences, SE-971 87, Luleå, Sweden;2. Umeå University, Department of Geography and Economic History, SE-907 87, Umeå, Sweden;1. Division of Vascular Surgery, Department of Surgery, Graduate School of Medicine, The University of Tokyo, Tokyo, Japan;2. Division of Cardiovascular Surgery, Showa General Hospital, Tokyo, Japan;1. Department of Head-Neck Surgery, Otolaryngology, Head-Neck and Oral Surgery Unit, Morgagni Pierantoni Hospital, Azienda USL della Romagna, Forlì, Italy;2. Department of Surgery and Translational Medicine, University of Florence, largo Brambilla 10, 50134, Florence, Italy |
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| Abstract: | The overall objective of this study was to examine the relationship between total quality management (TQM) factors and business unit performance as measured by customer perceptions of service quality. Data were collected from 26 business units of larger service organizations. Analyses confirmed our hypotheses that customer perceptions would be a function of a combination of operational, organizational, and human resource factors that have been associated with TQM. |
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