The empirical study gives support to the strong mediating role of a customer-focused culture. The key determinants of perceived service quality are epitomized in the 'golden triangle' of Visionary Leadership, Customer Focus and Quality People. Visionary leadership does not exert direct effect on people but transmits its influence through the establishment of a customer-focused culture. Contrary to the findings from previous studies, the relationship between process management and perceived service quality does not fall into place. / This paper presents the results of an empirical assessment of a Total-Quality-Management-for-Service (TQMS) model. The model integrates the traditional TQM literature and service quality management literature, showing the impact of both strategic and operational factors on perceived service quality. Structural equation modeling was applied to examine the theoretical causal ordering, using data collected from 90 service companies and 900 customer interviews. The constructs were found to be highly reliable and valid. The results provide strong empirical evidence in support of the TQMS model, specifying the relationships among TQM practices. / This study contributes to theory building by identifying the TQM constructs relevant to the service setting. Introducing perceived service quality as a performance measure extends the traditional TQM theory by providing insights on how internal organizational practices can influence externally-based outcome. From the practical standpoint, managers could use the results obtained to make better decisions in evaluating quality program implementation. It is evident that the prevalence of a customer-focused culture is a pivotal factor which determines the ultimate success of TQM. This culture factor also acts as a mediator transmitting the effect of leadership on employee behavior, and eventually on perceived service quality. / Choy Lee-man. / "January 2002." / Adviser: T. S. Lee. / Source: Dissertation Abstracts International, Volume: 63-01, Section: A, page: 0258. / Thesis (Ph.D.)--Chinese University of Hong Kong, 2002. / Includes bibliographical references (p. 137-152). / Electronic reproduction. Hong Kong : Chinese University of Hong Kong, [2012] System requirements: Adobe Acrobat Reader. Available via World Wide Web. / Electronic reproduction. Ann Arbor, MI : ProQuest dissertations and theses, [200-] System requirements: Adobe Acrobat Reader. Available via World Wide Web. / Electronic reproduction. Ann Arbor, MI : ProQuest Information and Learning Company, [200-] System requirements: Adobe Acrobat Reader. Available via World Wide Web. / Abstracts in English and Chinese. / School code: 1307.
| Identifer | oai:union.ndltd.org:cuhk.edu.hk/oai:cuhk-dr:cuhk_343103 |
| Date | January 2002 |
| Contributors | Choy, Lee-man., Chinese University of Hong Kong Graduate School. Division of Business Administration. |
| Source Sets | The Chinese University of Hong Kong |
| Language | English, Chinese |
| Detected Language | English |
| Type | Text, theses |
| Format | electronic resource, microform, microfiche, 1 online resource (ix, 152 p. : ill.) |
| Rights | Use of this resource is governed by the terms and conditions of the Creative Commons “Attribution-NonCommercial-NoDerivatives 4.0 International” License (http://creativecommons.org/licenses/by-nc-nd/4.0/) |
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