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Quality Management in the Communications Industry: A Literature Review

Author

Listed:
  • Bresler, Florian

    (DBA-Student Cyprus International University)

Abstract

The aim is to develop and verify a comprehensive m o d e l f o r q u a l i t y m a n a g e m e n t i n t h e communications industry. Drawing on established general concepts of quality assessment and management (DIN ISO 8402, DIN 9000ff) the paper derives a concept reconnecting enabling factors of QM in the communication industry to their satisfaction and performance outcomes. A metaanalysis of previous empirical studies on the application of QM standards in the communications industry is employed to test and quantify the model. The studies are coded according to the developed assessment criteria and evaluated to later employ them in a structural equation model. The result is a communications industry specific causal model providing an overview on the impact of diverse quality management strategies on elements of corporate success.

Suggested Citation

  • Bresler, Florian, 2015. "Quality Management in the Communications Industry: A Literature Review," Zeitschrift für interdisziplinäre ökonomische Forschung, Allensbach Hochschule, issue 2, pages 4-22, Dezember.
    • Handle: RePEc:ris:zfioef:0050
    as

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    More about this item

    Keywords

    Quality Management; Research; Literature;
    All these keywords.

    JEL classification:

    • M00 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - General - - - General

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