Title: A structural equation modelling approach to assessing the effectiveness of quality improvement initiatives in service organisations: a systematic perspective

Authors: Mahmoud M. Yasin, Mario Augusto, Jafar Alavi, Joao Lisboa

Addresses: Department of Management and Marketing, College of Business, East Tennessee State University, P.O. Box 70625, Johnson City, TN 37614, USA. ' School of Economics, Institute of Systems and Robotics, University of Coimbra, Av. Dias da Silva, 165, Coimbra 3004-512, Portugal. ' Department of Economics, Finance and Urban Studies, College of Business, East Tennessee State University, P.O. Box 70686, Johnson City, TN 37614, USA. ' School of Economics, Institute of Systems and Robotics, University of Coimbra, Av. Dias da Silva, 165, Coimbra 3004-512, Portugal

Abstract: This study examines the strategic and operational outcomes of effective implementation of quality improvement initiatives in different service operational environments. Using a sample of 354 service organisations, this study utilises a structural equation modelling (SEM) approach to investigate the effectiveness of quality improvement initiatives. The results show clear strategic and operational benefits of effective implementation of quality improvement initiatives. The study concludes that the quality improvement efforts of service organisations should be viewed from a system-wide perspective. This systematic orientation leads to benefits which are not always achievable based on a piece-meal implementation orientation.

Keywords: effective implementation; services; service quality; quality improvement initiatives; structural equation modelling; systematic perspectives.

DOI: 10.1504/IJBSR.2009.026189

International Journal of Business and Systems Research, 2009 Vol.3 No.3, pp.372 - 386

Available online: 27 May 2009

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