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Soft and Hard Aspects of Quality Management Practices Influencing Service Quality and Customer Satisfaction in Manufacturing-oriented Services

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  • Usha Lenka

    (Usha Lenka is Assistant Professor (Management Group), BITS, Pilani. Her research interest is in the area of service quality. E-mail: usha_lenka@yahoo.com, ushalenka@bits-pilani.ac.in)

  • Damodar Suar

    (Damodar Suar is Professor in the Department of Humanities and Social Science, IIT Kharagpur. His current research focuses on leadership, values and brain-behaviour relations. E-mail: ds@hss.iitkgp.ernet.in)

  • Pratap K.J. Mohapatra

    (Pratap K.J. Mohapatra is Professor in the Department of Industrial Engineering and Management, IIT Kharagpur. His research areas are system dynamics, software engineering, and strategic management. E-mail: deanpg@iitkgp.ernet.in; pratap@hijli.iitkgp.ernet.in)

Abstract

This review rationalizes that quality management practices have been adopted as a marketing strategy in the post-liberalized economy. Evaluating the literature and theories of quality management, differences are found in the implementation of quality management practices in manufacturing and service sectors. A critical assessment of literature and a comparison of various quality management models divulge the variables that are proposed to influence service quality and customer satisfaction in manufacturing-oriented services. These variables are categorized as ‘soft’ and ‘hard’ aspects of quality management. The soft aspects include transformational leadership, workplace spirituality, service climate, human resource management practices, employees’ affective commitment and job satisfaction. The hard aspects incorporate the management information system and physical evidence. It is rationalized that the adoption of soft and hard aspects of quality management is essential to achieve service quality and customer satisfaction.

Suggested Citation

  • Usha Lenka & Damodar Suar & Pratap K.J. Mohapatra, 2010. "Soft and Hard Aspects of Quality Management Practices Influencing Service Quality and Customer Satisfaction in Manufacturing-oriented Services," Global Business Review, International Management Institute, vol. 11(1), pages 79-101, January.
    • Handle: RePEc:sae:globus:v:11:y:2010:i:1:p:79-101
    DOI: 10.1177/097215090901100105
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    References listed on IDEAS

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    1. Thomas C. Powell, 1995. "Total quality management as competitive advantage: A review and empirical study," Strategic Management Journal, Wiley Blackwell, vol. 16(1), pages 15-37.
    2. Turley, L. W. & Milliman, Ronald E., 2000. "Atmospheric Effects on Shopping Behavior: A Review of the Experimental Evidence," Journal of Business Research, Elsevier, vol. 49(2), pages 193-211, August.
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    Cited by:

    1. Sasu Tuominen & Saku Hirvonen & Helen Reijonen & Tommi Laukkanen, 2016. "The internal branding process and financial performance in service companies: An examination of the required steps," Journal of Brand Management, Palgrave Macmillan, vol. 23(3), pages 306-326, May.
    2. Laith Walid Fatafta & Shaker Habis Nawafleh & Heba Eid Al Darwaish, 2019. "Reviewing the Mediating Role of Quality Management Capabilities on the Effect of Information Technology on Organizational Performance," Journal of Business & Management (COES&RJ-JBM), , vol. 7(3), pages 234-251, July.

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