Title :
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
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;
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
DOI :
10.1109/EBISS.2010.5473605
