Service quality management and ecosystem theory

Chen, Zhiran; Dahlgaard‐Park, Su Mi; Yu, Li

doi:10.1080/14783363.2014.893081

Cited by 23 publications

(19 citation statements)

References 18 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Lifvergen et al (2011) made a comparison between planned and emergent change (see Table III). In the Emergence Paradigm, systems thinking is integrated in quality management theory and practices (Conti, 2010;Chen et al, 2014 ). Barouch and Ponsignon (2016) gave an overview of quality management concepts from a systemic perspective.…”

Section: 1mentioning

confidence: 99%

Twenty-first century Total Quality Management: the Emergence Paradigm

Kemenade¹,

Hardjono²

2019

TQM

View full text Add to dashboard Cite

Purpose The purpose of this paper is to present the framework of a fourth paradigm since the existing three paradigms in quality management are not sufficient anymore to understand what happened in the past and surely fail to understand what is happening at the moment and needed in future. Design/methodology/approach A literature review has been undertaken on different visions on quality management that are used. The underlying principles have led to three quality paradigms. Literature on quadrant models is studied to place the three existing paradigms and identify the possible characteristics of the fourth. Findings One can discern four quality paradigms in quality management: the Empirical Paradigm, the Reference Paradigm, the Reflective Paradigm and the Emergence Paradigm. The use of these paradigms differs according to the context. Together they form a concept of Total Quality Management. At the moment the Emergence Paradigm has not had enough attention although it might be the best equipped to find new ways of working for the organisations in the current context. Research limitations/implications In the literature review the authors selected seven journals in the Business Source Premier database: Total Quality Management (Total Quality Management & Business Excellence); the Academy of Management Review; Product and Operations Management; Organisational Dynamics; the Harvard Business Review; the Sloan Management Review and Organisational Behavior and Performance. In the advanced search mode the authors entered two subjects: “quality management” and “paradigm”. The selected results (in total 289 articles) were examined for its fitness for answering the questions above. That resulted in a selection of 26 articles that are being used in the literature review. Practical implications The Emergence Paradigm can be further investigated on its use for quality management in organisations in times of emergent change. Some first insights have been presented here. Social implications The Emergence Paradigm can have impact beyond the field of quality management. Originality/value The paper provides new insights in the essence of quality management in times of change and clarity on the usability of the thoughts and tools of four different paradigms in the twenty-first century.

show abstract

Section: 1mentioning

confidence: 99%

Twenty-first century Total Quality Management: the Emergence Paradigm

Kemenade¹,

Hardjono²

2019

TQM

View full text Add to dashboard Cite

show abstract

“…The ecosystem theory was adopted in a wide scope, such as service quality management [20], networked manufacturing systems [21], network management [22], ecosystem as a structure [23], and PSS design [2,3].…”

Section: Ecosystem Theorymentioning

confidence: 99%

“…However, the existing research works lack a holistic view of integrated product-service from the ecosystem perspective, considering multiple stakeholders' co-creation for qualified PSS offerings. Chen and Dahlgaard-Park [20] proposed a framework of service ecosystem emphasizing the total quality of the whole ecosystem. However, the investigation of customers' role as key actorsto co-create value was insufficient, the relationship between stakeholders and the final product-service was missing.…”

Section: Ecosystem Theorymentioning

confidence: 99%

A Fuzzy ANP-QFD Methodology for Determining Stakeholders in Product-Service Systems Development from Ecosystem Perspective

et al. 2020

View full text Add to dashboard Cite

Recently the competition between firms is transforming from “firm vs. firm” to “ecosystem vs. ecosystem”. To fulfil the personalized customer requirements for a high-quality product-service in the age of servitization and sustainability, it is difficult for an individual actor to realize it. The product-service system (PSS) is naturally an integration of product and service. The final product-service of PSS that depends on a tangible product and intangible service, calls for value co-creation of multi-stakeholders. However, most existing related works have investigated PSS from the perspective of a supply chain or network, PSS in the view of an ecosystem of multi-stakeholders lacks sufficient exploration, especially the topic on the relationship between product-service and stakeholders. To fill the gap, this paper proposed a framework for the PSS ecosystem with quality function deployment (QFD) and fuzzy analytic network process (fuzzy ANP) to determine the stakeholders by clarifying the relationship between the final integrated product-service and stakeholders. Firstly, the PSS ecosystem structure was presented, including the stakeholders. Secondly, a model with the three-stage fuzzy ANP-QFD approach to determine stakeholders was employed. Thirdly, the specific process of the three-stage approach was presented. An illustrative case study of the automobile aftermarket was presented to verify the proposed model and approach. Discussions and future directions concluded this paper.

show abstract

“…Public organisations have seen numerous criticisms for the view that their bureaucracy has not succeeded in evolving so as to meet the socio-economic needs of citizens in a number of sub-Saharan African (SSA) countries (Willis, 2018:298); this has dented the quality of service delivered to citizens albeit higher price (Chen, Dahlgaard-Park & Yu, 2014:1200. While the world committed itself to the 2 2030 agenda for sustainable development in which the third agenda aims "to ensure that all human beings can enjoy prosperous lives…" (Cerilli, 2016), suggestions from previous studies reveal that there is a high degree of corruption affecting a number of public organisations in Uganda (such as Muhumuza, 2016).…”

Section: Introductionmentioning

confidence: 99%

Public service delivery in Uganda: a reconsideration of grand corruption

Mwesigwa

2021

DPD

View full text Add to dashboard Cite

Purpose: This review intends to ascertain and analyse available literature for the degree of corruption in the Ugandan public organisations and how they can be enhanced to get rid of corruption. Research methodology: Focussed Mapping Review and Synthesis approach were adopted to unpack corruption in public organisations. We examine obtainable literature using thematic approach. Results: The review exposes potential influence of both predisposing factors and precipitating factors in terms of socio-economic and political dimensions. Nonetheless, Public organisations in Uganda can be enhanced to get rid of corruption by enforcing a robust blend of all the three clusters of instruments of accountability; internal, legal and external. Limitations: Since the study was largely based on Uganda, its outcomes may not be generalized. Contribution: This explanatory review underscores the apathy of government machinery to rid public organisations of corruption. There is a need for politicians and policy experts to conduct additional analysis of corruption within the public sector. Keywords: Corruption, Predisposing factors, Precipitating factors, Accountability

show abstract

Service quality management and ecosystem theory

Cited by 23 publications

References 18 publications

Twenty-first century Total Quality Management: the Emergence Paradigm

Twenty-first century Total Quality Management: the Emergence Paradigm

A Fuzzy ANP-QFD Methodology for Determining Stakeholders in Product-Service Systems Development from Ecosystem Perspective

Public service delivery in Uganda: a reconsideration of grand corruption

Contact Info

Product

Resources

About