Quality Management Journal - July 2018 - ASQ

Quality Management Journal - July 2018

Volume 25 • Number 3



  • Influencing perception of justice to leverage behavioral outcome: A perspective from restaurant service failure setting
    By Ahasan Harun, Md Rokonuzzaman, Gayle Prybutok & Victor R. Prybutok
    This study evaluates a theoretical framework exploring the factors that influence restaurant customers’ positive-word-of-mouth behavior after a service failure and recovery experience. This research adds to the quality management body of knowledge by: a) examining the roles of recovery disconfirmation and recovery satisfaction in influencing restaurant customers’ involvement in positive-word-of-mouth (PWOM) behavior; b) equipping quality management practitioners with insights into how to tailor their strategy to particular customer segments through the use of multi-group analysis and importance-performance map analysis; c) providing strategic tactics to improve the current relationship between the customer and the service-provider and to foster an improved market position. Findings suggest that quality professionals should aim to maximize the influence of restaurant customers’ perception of justice on their post-complaint behavior through the development of dual mediators: recovery satisfaction and recovery disconfirmation. Thus, the authors’ research provides insights that can help quality professionals influence restaurant customers’ post-complaint behavior in a positive way.
  • The role of quality control circles on new product development: A case study of Thailand
    By Nuchjarin Intalar, Chawalit Jeenanunta, Nattharika Rittippant, Pornpimol Chongphaisal & Somrote Komolavanij
    The quality control circle (QCC) is a well-known quality management tool, and it has been widely adopted in the manufacturing industry. However, there is a lack of literature on the relationship between the role of QCC practices and new product development (NPD). This study investigates how a firm’s achievement of new product introduction is related to the adoption and QCC experience sharing within a firm and with customers/suppliers. Survey data from 1,381 Thai manufacturing firms were collected and used to examine the research hypotheses using logistic regression analysis. The findings show that the firms that operate a QCC, disseminate QCC experiences across departments within the firm, and share QCC experiences with customers and suppliers are more likely to introduce a new product by packaging redesign and by significantly improving existing products. Sharing knowledge and experience of QCC groups facilitates the creation of innovative ideas, which influences the success of NPD. It provides new empirical evidence and extends the body of knowledge related to QCCs, quality management, knowledge sharing, and new product development.
  • Factors influencing customer choice in selection of banks in Kuwait
    By Mohamad N. AlNajem
    This article develops new service quality dimensions and items for enhanced customer satisfaction in a changing environment of technology advancement, new management techniques, and new risks. Eight service quality dimensions with 64 items were used to study customer satisfaction in the Kuwaiti banking sector. A quantitative research methodology using SPSS 19 was used for data analysis. Service dimensions such as quality of staff, safety and security, proficiency, and management systems are given high importance by customers when choosing a bank. Honest staff, a helping attitude, an adequate safety system at ATMs, secure banking, and maintaining confidentiality of customer data are important items in banking choice.


Qualy Management Journal Pub Cover

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