Quality management practices in the purchasing function

Sánchez‐Rodríguez, Cristóbal; Martínez‐Lorente, Ángel R.

doi:10.1108/01443570410541984

Cited by 70 publications

(41 citation statements)

References 77 publications

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“…However, not all TQM implementers have executed their TQM successfully. These contradicts findings were reported by other researchers Sanchez-Rodriguez & Martinez-Lorente, 2004;Sohal & Terziovski, 2000;Witcher, 1994). In a review paper, Sila and Ebrahimpour (2002) concluded that previous studies on the relationship between TQM and performance had revealed inconsistencies and sometimes produced conflicting results.…”

Section: Introductioncontrasting

confidence: 47%

Control Systems for Quality Management

Yaacob¹

2012

Quality Management and Practices

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Section: Introductioncontrasting

confidence: 47%

Control Systems for Quality Management

Yaacob¹

2012

Quality Management and Practices

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“…A number of studies have actually employed SERVQUAL in order to measure internal service quality (Boshoff and Mels, 1995;Frost and Kumar, 2001;Kang et al, 2002;Sánchez-Rodríguez and Martínez-Lorente, 2004;White and Rudall, 1999). Other researchers regard the measurement of internal service quality as being too complex a task to implement by merely adapting existing instruments from external customer research (Finn et al, 1996;Marshall et al, 1998;Vandermerwe and Gildert, 1991).…”

Section: Literature Reviewmentioning

confidence: 99%

The relationship between internal and external service quality

Bouranta

Chitiris

Paravantis

2009

Int J Contemp Hospitality Mngt

185

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Purpose -The purpose of this paper is to provide experimental evidence supporting the view that internal service quality has a direct effect on external service quality. Design/methodology/approach -The study focuses on the restaurant industry in Greece. Waiters are considered as internal customers and kitchen personnel as internal suppliers. Inferential analysis included factor analysis on individual waiter and customer data as well as canonical correlation analysis on a restaurant level. Findings -Factor analysis of external service quality revealed six factors including product, organizational image, safety and choice, empathy, reliability as well as responsiveness. Internal service quality factors, additional to those found in external service quality research, included professionalism and internet. Canonical correlation revealed that the internal service quality dimensions of safety, reliability and internet exert a direct positive influence on the external service quality dimensions of organizational image, empathy and responsiveness. Originality/value -The paper shows that service firms should focus on internal service quality in order to improve external service quality.

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“…It thus expands and extends academic knowledge developed by previous studies (Hemsworth et al, 2005(Hemsworth et al, , 2008Sánchez-Rodríguez and Martínez-Lorente, 2004) which were in part presented in this journal. Furthermore, it provides managerial insights for the management of externally sourced business services.…”

Section: Resultsmentioning

confidence: 73%

Exploring quality management for business services from a buyer's perspective using multiple case study evidence

Holschbach

Hofmann

2011

International Journal of Operations &Amp; Production Management

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Purpose -This paper aims to investigate how buying companies manage the quality for their externally sourced business services. It explores how quality management for business services influences the performance of the buying company and what the major determinants of quality management are. The paper presents case evidence on which a conceptual model with preliminary propositions is built upon. Design/methodology/approach -The paper uses case study evidence from eight manufacturing and eight service companies. Drawing on the findings of these case studies, a conceptual model with propositions is presented. Findings -The paper suggests that buying companies do not yet use quality management for externally sourced business services to its full potential. However, buying companies using quality management practices for business services report positive effects on service quality and satisfaction of internal or external customers. The major determinants affecting the intensity of quality management are the usage of the service by the buying company, the risk associated with quality failures, the degree of standardization, and volume of the purchased service.Research limitations/implications -The research is based on information from 16 companies located in Germany and the conducted study is exploratory in nature. The collection of statistical data will be subject to future research as suggested in this paper. Practical implications -The insights obtained from this paper can assist purchasers in their decision on how to design quality management practices. By understanding, what determines the quality management practices of buying companies, service providers may better adjust their service offerings to customers' requirements. Originality/value -Quality management for business services in professional procurement has not attracted much academic attention so far, as literature on quality management has mainly adopted the perspective of a goods or service provider. Literature on the purchasing of services concentrates on the differences between the purchasing of goods and services and literature on service quality focuses on consumer services. This paper fills this gap conceptually with a multiple case study and offers guidance for further research.

show abstract

Quality management practices in the purchasing function

Cited by 70 publications

References 77 publications

Control Systems for Quality Management

Control Systems for Quality Management

The relationship between internal and external service quality

Exploring quality management for business services from a buyer's perspective using multiple case study evidence

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