Quality Management Journal - January 2019 - ASQ

Quality Management Journal - January 2019

Volume 26 • Number 1



  • Customer and employee perceptual congruence in service co-production
    By Ahmet Semih Ozkul, Uzay Damali, Anup Menon Nandialath and Andrew Stapleton
    Building on perceptual congruence research, this paper argues that when a customer and a front-line employee have similar perceptions of a co-produced output, employee awareness can support quality improvement efforts in service operations. The authors develop an analytical model describing perceptual congruence in a dyadic customer-employee relationship using a constant elasticity of substitution (CES) function. This model allows the authors to describe a service context with three factors: 1) customer work-allocation level (that is, percent of work expected to be done by the customer); 2) customer-employee interaction level (that is, level of communication needed); and 3) customer-employee interaction type (that is, superiority or inferiority perceived by the customer and the employee in the interaction). The authors also calculate which type of customer-employee perceptual bias alignment is needed to achieve perceptual congruence under these three contextual factors. Their model may guide service managers how to manage perceptual biases -- considering their service design characteristics to achieve perceptual congruence.
  • Formative measurements in operations management research: Using partial least squares
    By Lu Xu, Xianghui Peng and Victor Prybutok
    The partial least squares (PLS) approach to structural equation modeling (SEM) appears across a wide array of business research publications, including those in operations management (OM). However, the authors’ summary of PLS use in the OM literature suggests some concerns and issues. First, the debate on the use of PLS-SEM is intensifying instead of being mediated despite the increasing use of PLS-SEM. Second, a lack of clarity exists among OM researchers about the use of reflective and formative measurements for constructs. Third, the validation of formative measurement is not routinely conducted in studies, which supports the need to summarize and illustrate the validation procedure of formative measurement. Without addressing these questions, the rigor involved in selecting reflective versus formative measures, especially in the OM field, is compromised. This research summarizes the procedures for choosing and validating formative measurement. The authors provide an illustrative OM example to demonstrate how the specific steps are applied. Through proactive selection and judicious operationalization of the measurement model and appropriate comparisons of the overall research model effectiveness based on criteria such as the R2 of the dependent variable OM, researchers provide a tool to help them extend existing theoretical frameworks and explore new theories.
  • ISO 14001 standard: Literature review and theory-based research agenda
    By Marco Sartor, Guido Orzes, Anne Touboulic, Giovanna Culot & Guido Nassimbeni
    Environmental sustainability has gained momentum in the business world and academia. After about 20 years of research in this field, this paper presents a holistic literature review specifically focused on ISO 14001, which is widely considered the most important environmental certification. The authors apply an antecedents-process-consequences framework to analyze systematically the scientific debate in this field. They identify six streams of ISO 14001 research, that is, drivers, barriers, tools and methods, impact on performances, enabling factors affecting adoption, and enabling factors affecting performances. The authors then summarize these research streams and highlight conflicting results and unexplored research areas. Finally, they propose a theory-based research agenda.
  • Revisiting the future of quality management research
    By S. Thomas Foster Jr. & Editorial Board Members
    This article reports the results of a query of the editorial advisory and review boards for the Quality Management Journal. Questions about future directions in quality management research were posed to the board and their responses were recorded. We hope this research note will spark some ideas for leading-edge research in quality management.


Qualy Management Journal Pub Cover

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