Authors: Cesare Antonio Fabio Riillo
Addresses: STATEC (National Institute for Statistics and Economic Studies of the Grand Duchy of Luxembourg), 13 rue Erasme B.P. 304, L-2013 Luxembourg ville, Luxembourg; ANEC ('Agence pour la Normalisation et l'Économie de la Connaissance'), 1, avenue du Swing, L-4367 Belvaux, Luxembourg
Abstract: Despite the large body of literature on quality management, the relationship between quality management and innovation is relatively under-researched, and the quantitative literature is scattered. Aiming to offer a solid basis for future developments, this paper critically reviews the large quantitative literature about quality management (i.e., TQM and ISO 9000) and innovation. Some studies found that quality management provides valuable organisational benefits that can support innovation process. Other studies found evidence for a negative impact, emphasising that quality management can reduce the 'exploration' of new technological and business opportunities. As previous studies have focused mainly on manufacturing large firms, quality and innovation in services is a promising field of research. Finally, to reconcile the identified mixed results, this paper calls for common guidelines for collecting (and possibly sharing) data and panel data analysis to detect unobserved heterogeneity.
Keywords: service innovation; ISO 9000; quality standards; TQM; total quality management; quality management systems; QMS; quantitative studies; literature review; service quality; services.
International Journal of Productivity and Quality Management, 2014 Vol.14 No.4, pp.441 - 456
Received: 08 May 2021
Accepted: 12 May 2021
Published online: 29 Oct 2014 *