literature review of service sector

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Total quality management in service sector: a literature review

Over the last two decades, service organizations have embraced total quality management (TQM) as an effective management tool to improve their service quality (SQ). They have begun to show a keen interest in TQM by working on quality and related areas. TQM has become a major area of attention to practitioners, managers, and researchers due to its strong impact on business performance, customer satisfaction, and profitability. In the light of this, an attempt has been made to study and understand the theory and concept of TQM, its benefits as well as various facets of service components and its classification. The study also explores the literature on the implementation of TQM in selected service industries. The finding of study provides a rich contribution towards TQM theory, its role in service sector, as well as presents the different components of services. The present paper can help business managers and quality practitioners in better understanding TQM, service systems concept as well as TQM implementation in service sector. The scope for future study is presented at the end.

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International Journal of Services and Operations Management

MUKT SHABD JOURNAL , 2020

Over the past two decades, service organisations have considered total quality management (TQM) as an efficient management tool to enhance their service quality. They have started to show an intense interest in TQM by operating on quality and related environments. TQM has grown a major area of interest to practitioners, managers and researchers owing to its strong influence on business performance, customer contentment and profitability. At this outset, an attempt has been done to study and identify the theory and notion of TQM, its dimensions in different facets of services. This analysis explores the literature on the execution of TQM in specific service industries. The results of this study facilitate a rich contribution towards TQM attributes in the service divisions and critical variables for assisting successful operation of TQM. Based on the findings a complete TQM model has been suggested which is people acquainted and may be best fits to the service organisations.

A large number of contemporary organisations across the globe are adopting total quality management (TQM) to satisfy and delight their customers. The need of the hour is to provide quality products and responsive services in order to gain competitive advantage and to enhance customer lifetime value. TQM requires creating a customer-centred culture in the service industry. Initiating and implementing a TQM program in most of the service system is a major task. It requires a thorough and systematic analysis of customer expectations, system processes and functions and defining and establishing quality parameters. The present study discusses and provides an overview of TQM implementation, its impact on different service industries and investigates the various critical success factors (CSFs), processes of TQM implementation and its effects on different service industries performance and, finally, analyses the impact of TQM in various service industries.

During the last two decades, the level of total quality management(TQM) awareness has considerably increased in the service industries. With theever-increasing customer demand, the global competition service industries areforced to re-think to improve their TQM practices and overcome the barriersduring the implementation of TQM for maximum benefits. Further, the extentof the literature review reveals that no study has addressed these two issues this study is to identify the TQM practices that are critical for the support ofservice quality in different types of service industries. It also aims to explorethe barriers of TQM implementation so that managers of service industries canwork upon them to achieve service quality and customer satisfaction. From theliterature review, 17 major TQM practices were found critical for the industryperformance. These were frequently used by different researchers in the serviceindustries. Also, a total of 12 major barriers were identified from the lite...

During the last two decades the level of total quality management (TQM) awareness has considerably increased in the service industries. With ever-increasing customer demand, and global competition service industries are forced to re-think to improve their TQM practices and overcome the barriers during the implementation of TQM for maximum benefits. Further, the extent of literature review reveals that no study has addressed these two issues collectively for service industries. In the light of these facts, the purpose of this study is to identify the TQM practices that are critical for the support of service quality in different types of service industries. It also aims to explore the barriers of TQM implementation so that managers of service industries can work upon them to achieve service quality, and customer satisfaction. From literature review, 17 major TQM practices were found critical for the industry performance. These were frequently used by different researchers in the service industries. Also, a total of 12 major barriers were identified from the literature which hinders the implementation of TQM successfully. The managerial implications, recommendations, and scope for future study are presented in the end.

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Journal of Services Marketing

ISSN : 0887-6045

Article publication date: 1 May 2020

Issue publication date: 19 June 2020

The growing service sector has experienced several revolutions that have transformed the way services are created and delivered. In parallel, services increasingly pique the interest of scholars, resulting in an expanding body of knowledge. Accordingly, it is time to reflect on extant service research, assess its boundaries, and think about its future. This paper aims to consider three research questions: How has service research evolved over the past 27 years? Which articles have most influenced the evolution of service research in the past 27 years? What are the most promising research themes for the future?

Design/methodology/approach

To answer these questions, the authors analyze the contents of 3,177 service research articles published in ten major academic journals between 1993 and August 2019. Multiple correspondence analysis reveals the evolution of key service research themes and their underlying relationships.

The research themes are organized in a growth–share matrix with four quadrants (stars, question marks, cash cows and pets) and also combine into four research clusters (human resource management, organizational behavior and strategy, technology, and operations and customer behavior and marketing). Together with a specified list of influential articles that have shaped the evolution of service research, these insights suggest an agenda for research.

Originality/value

Acknowledging the vast growth of service research, this study presents an up-to-date picture of the discipline and an agenda to stimulate continued research.

• Service innovation
• Content analysis
• Technology adoption
• Service dominant logic (SDL)

Acknowledgements

The authors would like to thank Catrina Bur and Thibaud Salamin for their help with the preparation and coding of the data. They also would like to thank the two associate editors of this special issue, J. Joseph Cronin, Jr. and Duane Nagel, and the two anonymous reviewers for their support and insightful comments.

Furrer, O. , Yu Kerguignas, J. , Delcourt, C. and Gremler, D.D. (2020), "Twenty-seven years of service research: a literature review and research agenda", Journal of Services Marketing , Vol. 34 No. 3, pp. 299-316. https://doi.org/10.1108/JSM-02-2019-0078

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Managing Employees in the Service Sector: A Literature Review and Conceptual Development

• Published: 29 November 2005
• Volume 20 , pages 501–523, ( 2006 )

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• Jonathan R. Anderson 1  

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Our economy is slowly shifting from a manufacturing base to a service base. Yet, management literature has been slow to respond. We know little about the unique challenges faced by managers in the service sector. This paper reviews literature on research on management practice and employee perceptions that lead to positive customer outcomes. Specifically, relational coordination efforts by a manager are suggested to lead to specific employee behaviors that have been correlated with customer outcomes. This literature review and conceptual development are presented here in hopes that future research will take a deeper look at the challenges faced by service sector managers.

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Anderson, J.R. Managing Employees in the Service Sector: A Literature Review and Conceptual Development. J Bus Psychol 20 , 501–523 (2006). https://doi.org/10.1007/s10869-005-9002-5

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Published : 29 November 2005

Issue Date : June 2006

DOI : https://doi.org/10.1007/s10869-005-9002-5

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