A Comparative Analysis of Quality Practice in Manufacturing Firms in the U.S. and Taiwan

Christian N. Madu, Chu‐hua ‐h Kuei, Chinho Lin

研究成果: Article同行評審

83 引文 斯高帕斯(Scopus)

摘要

The aim of this paper is to determine if there is a causal relationship between multivariate constructs for quality (i.e., customer satisfaction, employee satisfaction, and employee service quality) and organizational performance. The presence of such relationships, as well as the identification of key indicators within each quality construct for different types of firms, are explored in this empirical study on the perceptions of middle managers in Taiwan and the United States. The study found a significant causal relationship between the quality constructs and organizational performance. These relationships are different, however, for the four types of firms based on age and size. Also, within the same firm types, there are differences among countries. For example, for older firms, Taiwanese managers tend to perceive customer satisfaction as the most important quality construct in improving organizational performance, while U.S. managers tend to perceive employee satisfaction as the most important. For younger firms, U.S. managers perceive customer satisfaction as influencing organizational performance, while Taiwanese managers perceive both customer satisfaction and employee satisfaction as doing so. A further breakdown of the quality constructs identified the key indicators within each construct that separates “better performers'’from “lesser performers'’in both countries for the four types of firms. These indicators are dissimilar, thus suggesting that focus on quality constructs may lead to improvements in organizational performance by focusing on different indicators in different environments. These results have implications for the adoption and implementation of quality practices in different countries.

原文English
頁(從 - 到)621-635
頁數15
期刊Decision Sciences
26
發行號5
DOIs
出版狀態Published - 1995 九月

All Science Journal Classification (ASJC) codes

  • 商業、管理和會計 (全部)
  • 策略與管理
  • 資訊系統與管理
  • 技術與創新管理

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