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The Causal Relationship on Quality-centered Organizational Culture and Its Impact on Service Failure and Service Recovery  

Suk, Jong-Bae (Division of Management, Hansung University)
Chung, Soong-Hwan (Division of Management, Hansung University)
Choi, Kang-Hwa (Division of Management, Hansung University)
Park, Ji-Young (College of Business Administration, Seoul National University)
Publication Information
International Journal of Quality Innovation / v.10, no.1, 2009 , pp. 37-51 More about this Journal
Abstract
The purpose of TQM (Total Quality Management)-centered organizational culture is to enhance the efficiency of business through the proper allocation and concentration of restricted resources. In order to maximize the corporate profitability through customer satisfaction, what kind of, when and how many resources should be allocated and managed to the preventive TQM activities and corrective TQM activities have become a very important decision making factors at the point of high management. This study aims to identify the causal relationships of quality-centered organizational culture on service quality and customer satisfaction relating to service failure in food service industry. And this study is intended to discover the factors of quality-centered organizational culture which impacts on service recovery justice after service failure happens, and it can be helpful for the top managers to make a decision to how to form corporate structural culture.
Keywords
TQM (Total Quality Management); Service Recovery; Service Failure; Causal Loop Diagram;
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