Exploring the Mechanism of How Quality Management Practices Impact on Firm Performance: A Theoretical Framework

Author

Qunxiang Zhang ; Wei Xiong ; Xiaobin Feng

Author_Institution

Sch. of Manage., Zhejiang Univ., Hangzhou, China

fYear

2010

fDate

22-23 May 2010

Firstpage

1

Lastpage

5

Abstract

Scholars have investigated the effects of quality management practices on performance. But most of their studies focus on exploring one-dimensional relationship between quality management practices and performance, and the mechanism of how quality management practices impact on firm performance is still unclear. Thus, this paper develops an integrated framework for exploring this issue by analyzing the direct effects of infrastructure practices on multi-dimensional performance and the indirect effects of these practices through core practices. Our model shows that product quality and customer satisfaction act as mediating variables in understanding the impact of quality management practices on financial performance.

Keywords

customer satisfaction; quality management; customer satisfaction; financial performance; firm performance; product quality; quality management practices; theoretical framework; Customer relationship management; Customer satisfaction; Financial management; Forestry; Information analysis; Management training; Performance analysis; Quality management; Testing; Total quality management;

fLanguage

English

Publisher

ieee

Conference_Titel

e-Business and Information System Security (EBISS), 2010 2nd International Conference on

Conference_Location

Wuhan

Print_ISBN

978-1-4244-5893-6

Electronic_ISBN

978-1-4244-5895-0

Type

conf

DOI

10.1109/EBISS.2010.5473605

Filename

5473605