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Quality management as a driver of innovation in the service industry

Author

Listed:
  • Tomás Félix González-Cruz

    (Universitat de València)

  • Norat Roig-Tierno

    (ESIC Business & Marketing School
    Universitat Politècnica de València)

  • Dolores Botella-Carrubí

    (Catholic University of Valencia ‘San Vicente Martir’)

Abstract

This study identifies the combination of factors that lead to quality management reinforcing innovation capability as an organization’s strength. The results from 133 Spanish service organizations show that competitive strategy, manager’s motivation to adopt quality management, and customer orientation are the key factors that explain the presence of innovation capability as a firm’s strength. As some pioneering research points out, the impact of quality management on innovation depends mainly on managers’ interpretation of this management philosophy. When quality management focuses on discovering new customer needs and even new markets, it contributes to strengthen the organization’s innovation capability.

Suggested Citation

  • Tomás Félix González-Cruz & Norat Roig-Tierno & Dolores Botella-Carrubí, 2018. "Quality management as a driver of innovation in the service industry," Service Business, Springer;Pan-Pacific Business Association, vol. 12(3), pages 505-524, September.
    • Handle: RePEc:spr:svcbiz:v:12:y:2018:i:3:d:10.1007_s11628-017-0360-7
    DOI: 10.1007/s11628-017-0360-7
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    References listed on IDEAS

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    Cited by:

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    3. Zhifeng Shen & Ahsan Siraj & Hongbing Jiang & Yongming Zhu & Junjie Li, 2020. "Chinese-Style Innovation and Its International Repercussions in the New Economic Times," Sustainability, MDPI, vol. 12(5), pages 1-17, March.
    4. Mohammed A. Hajar & Ammar Ahmed Alkahtani & Daing Nasir Ibrahim & Mohd Ridzuan Darun & Mohammed A. Al-Sharafi & Sieh Kiong Tiong, 2021. "The Approach of Value Innovation towards Superior Performance, Competitive Advantage, and Sustainable Growth: A Systematic Literature Review," Sustainability, MDPI, vol. 13(18), pages 1-33, September.
    5. Ping Zhang & Xiaojuan Yang & Hua Chen & Sidong Zhao, 2023. "Matching Relationship between Urban Service Industry Land Expansion and Economy Growth in China," Land, MDPI, vol. 12(6), pages 1-29, May.
    6. Mahour Mellat Parast & Arsalan Safari, 2023. "Do quality and business excellence models improve quality and operational results in educational organizations? A repeated cross-sectional analysis," Operations Management Research, Springer, vol. 16(2), pages 868-886, June.

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