11 Jul Effects of Quality Management on Performance
The relationship between quality management practices and operational performance has been widely documented in the literature, showing a positive influence (Chatzoglou, Chatzoudes, & Kipraios, 2015; Prajogo, Huo, & Han, 2012). For instance, customer focus may reduce complaints, and therefore improve customer satisfaction (Das, Handfield, Calantone, & Ghosh, 2000). Also,...