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The Impact Of Quality Culture On Customer Relationship. Empirical Study In The Industrial Companies From The North-West Of Romania

Author

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  • Liviu ILIES
  • Horatiu Catalin SALAGEAN
  • Florin ESTEFAN

Abstract

The general objective of the research was to develop a model of analysis and evaluation of total quality management system in order to identify key factors and best practices that determine total quality management system performance in order to its improvement in the metal construction industry organizations from the north-western Romania. So we formulated and analyzed the factors that contribute to successful development and implementation of total quality management system. We identified and analyzed the specific factors and variables that determine the total quality management system performance. We conducted correlation analysis of the studied variables, respectively we have increased the level of abstractization of the model by creating a global variable that synthesized the internal characteristics specific to the total quality management system from the organizations that were part of the sample. We developed regression models through which we explained and we made predictions about variables variation which synthesize quality culture, respectively the customers’ relationship. In this article we present only two dimensions analyzed, namely the “quality culture and customer relationship.

Suggested Citation

  • Liviu ILIES & Horatiu Catalin SALAGEAN & Florin ESTEFAN, 2015. "The Impact Of Quality Culture On Customer Relationship. Empirical Study In The Industrial Companies From The North-West Of Romania," Proceedings of the INTERNATIONAL MANAGEMENT CONFERENCE, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 9(1), pages 758-766, November.
    • Handle: RePEc:rom:mancon:v:9:y:2015:i:1:p:758-766
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    References listed on IDEAS

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    1. Arturo Calvo-Mora & Araceli Picón-Berjoyo & Carolina Ruiz-Moreno & Lourdes Cauzo-Bottala, 2015. "Contextual and mediation analysis between TQM critical factors and organisational results in the EFQM Excellence Model framework," International Journal of Production Research, Taylor & Francis Journals, vol. 53(7), pages 2186-2201, April.
    2. Andrea Chiarini, 2012. "From Total Quality Control to Lean Six Sigma," SpringerBriefs in Business, Springer, edition 127, number 978-88-470-2658-2, September.
    3. Andrea Chiarini, 2012. "Total Quality Management," SpringerBriefs in Business, in: From Total Quality Control to Lean Six Sigma, edition 127, chapter 0, pages 17-21, Springer.
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    Cited by:

    1. Pavol Durana & Pavol Kral & Vojtech Stehel & George Lazaroiu & Wlodzimierz Sroka, 2019. "Quality Culture of Manufacturing Enterprises: A Possible Way to Adaptation to Industry 4.0," Social Sciences, MDPI, vol. 8(4), pages 1-25, April.

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