Analyzing the Relationships of Service Quality Management Based on the Criteria for Excellence Performance of China

Service organizations account for a substantial portion of the output of a growing number of economies. Based on the criteria for Excellence Performance of China and survey data, the relationships among "leadership, \´strategy planning\´, \´customers and market\´, \´information, analysis and improvement\´, \´resources management\´, \´process management\´, and \´performance results" in service industry of China are systematically analyzed in this paper. This quantitative analysis provides a guideline for service organizations in China to identify the linkage among core values of total quality management and to identify strengths, deficiency, and opportunities to enhance competitiveness and ensure the future success of business.