服務業推動全面品質管理對服務品質能力影響之概念性關係模式探討

The Effects of TQM on the Service Quality Capabilities: A Conceptual Framework in Service Industry

楊振隆(Chen-Lung Yang)

《中華管理學報》 6卷1期 (2005/03) Pp. 105-117

https://doi.org/10.30053/CHJM.200503.0006

摘要

雖然過去有關製造廠商推動全面品質管理活動的研究文獻相當豐碩，但大多在探討全面品質管理活動的構面或是推動全面品質管理活動對競爭優勢的影響關系，且大多數較側重於製造業之探討，而針對服務業探討推動全面品質管理活動服務品質能力的影響研究議題則尚顯不足。在面臨消費品質意識與起及顧客導向哲學的市場環境下，服務業者已逐漸體認到如何透過全面品質管理活動的推行，以提昇服務品質能力的重要性；因此，本研究主要是透過文獻探討來建構服務業在全面品質管理活動的推動程度對服務品質能力的影響關係。

關鍵字

全面品質管理 ； 服務品質能力

並列摘要

Much literature has focused on the effectiveness of total quality management (TQM) implementation on business competitive advantage influence. However, various researches have discussed the perspectives in terms of manufacturing industry. Fewer investigations of service industry are severely neglected, especially in the issue for TQM affect service quality capability. As facing the marketing environment of both emerging consumer quality conscious and customer oriented philosophy, the service industry providers have recognized and realized how urgent to enhance the service quality capability. TQM activities implementation is considered as an imperative approach to meet the anticipation. To construct the conceptual framework of TQM and service quality capabilities basing on the view of past literature is the main issue of this research. The purpose of this research is to identify that the service firms how to adequate involve the TQM activities in order to increase service quality capabilities.

並列關鍵字

Total Quality Management ； Service Quality