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Total quality management practices in service organizations in Malaysia: a review

Bon, Abdul Talib and Mustafa, Esam M.A. and Rakiman, Umol Syamsyul (2012) Total quality management practices in service organizations in Malaysia: a review. In: International Conference of Technology Management, Business and Entrepreneurship 2012 (ICTMBE2012), 18-19 December 2012, Renaissance Hotel, Melaka, Malaysia.


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Purpose of this paper is to review the most recent literature on total quality management (TQM) practices in service organizations in Malaysia, and to identify which practices have more effect on the function and efficiency of service organizations as well as on results of TQM implementation. A total of 8 studies have been reviewed covering period of time from 2006 to 2012. The review revealed that there are three practices namely management leadership and commitment, customer focus, and human resource management, play more effective role in performance of service organizations and likewise in the results of TQM implementation. Gaps in the literature are determined and discussed for the benefit of future researchers.

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: TQM practices; service organizations; Malaysia; literature review
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Faculty of Technology Management and Business > Department of Technology Management
Depositing User: Normajihan Abd. Rahman
Date Deposited: 20 Mar 2013 03:11
Last Modified: 21 Jan 2015 08:07
URI: http://eprints.uthm.edu.my/id/eprint/3438
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