The effect of total quality management-enabling factors on corporate social responsibility and business performance: evidence from Vietnamese coffee firms

Do, Manh‐Hoang; Huang, Yung-Fu; Do, Thi-Nga

doi:10.1108/bij-09-2020-0469

Cited by 37 publications

(59 citation statements)

References 87 publications

(153 reference statements)

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“…To accomplish total quality, the organizations should apply more efforts, have more excellent knowledge and skills and behave responsibly by framing better strategies based on customer requirements (Hackman and Wageman, 1995). Do et al (2020) identified 13 total quality management enabling factors distributed under two groups, identified as human and functional. The authors established that the adoption of these factors were significant in enhancing the business performance.…”

Section: Review Of Literaturementioning

confidence: 99%

Evaluating the total quality and its role in measuring consumer satisfaction with e-healthcare services using the 5Qs model: a structure equation modeling approach

Verma

Kumar

Sharma

2021

BIJ

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PurposeThis article initially aims to explore the factors of every quality construct of the 5Qs model of service quality and, second, identify the significant factors affecting the total quality of e-healthcare services and its association with consumer satisfaction using a multidimensional hierarchical 5Qs model of e-healthcare service quality.Design/methodology/approachQuestionnaire-oriented research was performed at three public hospitals of Punjab and Chandigarh. In total, 53 variables were covered in all quality constructs for data collection from the designated public hospitals. The respondents who agreed to have knowledge regarding e-Healthcare services and were availing these services were included in the study. The analysis comprised structural equation modeling technique using AMOS 21.FindingsThe outcomes suggest that the 5Qs model is more comprehensive and can be used to evaluate service quality perceptions using e-Healthcare services. The research identified 11 sub-dimensions for the five quality constructs of the 5Qs model, representing total quality, which is primary to consumer satisfaction. “Overall objectivity” and “technical objectivity” defined the quality of object. The quality of process of e-Healthcare services was characterized by “functionality,” “timeliness” and “responsiveness.” Quality of infrastructure was defined by “technical infrastructure,” “physical infrastructure,” “manpower skills” and “organizational infrastructure.” “Manner of interaction” and “timely interaction” defined the quality of interaction. The atmosphere was represented by only one factor. The results also suggest that quality of infrastructure, quality of interaction and quality of atmosphere play the most significant role in total quality leading to consumer satisfaction.Research limitations/implicationsTheoretical implications: The multidimensional hierarchical model will help the researchers study the e-Healthcare service quality in a more organized manner, and the outcomes of this study can be linked with that of future studies for more generalized application in other public hospitals. The sub-dimensions of each quality construct of the 5Qs model can be applied in private hospitals, and the hierarchical model can be tested in different industries to measure service quality perceptions of the consumerPractical implicationsThe outcomes of the study can be applied in various public sector hospitals to redesign the e-Healthcare services based on consumers' perception for better consumer satisfaction and quality services. This paper identifies the role of each quality construct in e-Healthcare services for improvement in the total quality, which in turn will lead to higher satisfaction for the consumers.Originality/valueIn this study, the original 5Qs model has been used for the first time in a new instrument to understand better and design quality e-Healthcare services. The paper explores the sub-factors of each quality construct and its significance in measuring the total quality.

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Section: Review Of Literaturementioning

confidence: 99%

Evaluating the total quality and its role in measuring consumer satisfaction with e-healthcare services using the 5Qs model: a structure equation modeling approach

Verma

Kumar

Sharma

2021

BIJ

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“…Research shows that TQM and CSR interact, which helps firms obtain superior performance as well as a sustainable competitive advantage with benefits such as an enhanced reputation, better customer satisfaction or better environmental protection. Ultimately, TQM and CSR have similarly positive effects on enhancing organizations performance, but there is a need to extend research in various sectors globally [46][47][48]. Additionally, there is no consistent conceptual framework for integrating TQM and CSR initiatives to improve organizations' performance [47,49].…”

Section: Csr and Qualitymentioning

confidence: 99%

“…Ultimately, TQM and CSR have similarly positive effects on enhancing organizations performance, but there is a need to extend research in various sectors globally [46][47][48]. Additionally, there is no consistent conceptual framework for integrating TQM and CSR initiatives to improve organizations' performance [47,49]. In relation to both concepts, TQM and CSR, there is clearly a link between CSR and quality [50].…”

Section: Csr and Qualitymentioning

confidence: 99%

From Lean 5S to 7S Methodology Implementing Corporate Social Responsibility Concept

et al. 2021

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Introducing methodologies that promote innovation and continuous improvement in organizations is no longer optional; therefore, organizations are increasingly using methodologies based on Lean principles. Among them, the 6S tool stands out from the rest, commonly used to establish and maintain a high-quality environment, which it has capacity for due to its status as a kaizen process. Thus, this research seeks to evaluate the relationship between Corporate Social Responsibility and the Lean 6S tool and, in the end, create synergies between them in order to enhance the 6S tool’s capabilities. To achieve this, a literature review and analysis of Lean 6S and CSR were performed, and a survey was also proposed to further the understanding of the relationship. With the analyzed sample, it can be confirmed that a relationship exists between the level of implementation of Lean tools and the level of development of CSR policies; therefore, companies that have implemented Lean tools such as 6S are organizations concerned with sustainability, and the hypothesis that organizations that apply Lean also have a high implementation of CSR is validated. Future work should further develop this relationship so that sustainability is no longer considered as implicit in the application of Lean tools but rather as part of them. This research proposes to develop the 6S tool toward the 7S tool to facilitate the inclusion of a CSR policy in a procedural and simple way.

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“…In studies of the stakeholders' theory, the scholars agreed that businesses would enhance their profit; however, they must also assume responsibilities to the environment, community, and society where the company is operating [27]. Therefore, the CSR concept has been understood under three responsibilities dimensions: economic, social, and environmental responsibility [2,27]. Regarding supply chain management, this includes many different stages with several complex relationships between the company and other stakeholders.…”

Section: Literature Reviewmentioning

confidence: 99%

“…The idea of conducting corporate social responsibility (CSR) has undergone phenomenal growth in recent decades and has been rolled out in diverse sectors globally, such as the European banking industry [1], Vietnamese coffee sector [2], Jordanian pharmaceutical industry [3], the U.S. restaurant industries [4], Chinese food industry [5], and so on. Indeed, this positive signal has attracted increasing interest from corporations due to the advantages of adopting CSR into their business strategy [6][7][8].…”

Section: Introductionmentioning

confidence: 99%

Two-Stage Production System Pondering upon Corporate Social Responsibility in Food Supply Chain: A Case Study

et al. 2021

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Corporate social responsibility (CSR) has witnessed remarkable attention in academic studies as well as being widely conducted in different industries globally. This specific case was chosen as one of the biggest dairy companies that may be represented for Vietnam dairy supply chain management. This research aims to integrate CSR initiatives into food supply chain management to clarify the optimal replenishment policy, paying close attention to the relationship between midstream manufacturers and final customers. The classical economic production quantity model has been employed, relying on the two-stage assembly production system. The three parameters that contribute to the total profit formulation that have been considered consist of the social charity amount for per unit selling, the unit wholesale price of the manufacturer, and the return rate of used goods from the customer. The study has stressed that there is a significant impact from implementing CSR initiatives on the enterprise’s inventory policy that leads to enhance the firm’s financial performance.

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The effect of total quality management-enabling factors on corporate social responsibility and business performance: evidence from Vietnamese coffee firms

Cited by 37 publications

References 87 publications

Evaluating the total quality and its role in measuring consumer satisfaction with e-healthcare services using the 5Qs model: a structure equation modeling approach

Evaluating the total quality and its role in measuring consumer satisfaction with e-healthcare services using the 5Qs model: a structure equation modeling approach

From Lean 5S to 7S Methodology Implementing Corporate Social Responsibility Concept

Two-Stage Production System Pondering upon Corporate Social Responsibility in Food Supply Chain: A Case Study

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