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Total Quality Management Practices in Service Organizations in Malaysia: A Review

International Conference of Technology Management, Business and Entrepreneurship 2012 (ICTMBE2012), Melaka, Malaysia 18-19 Dec 2012

7 Pages Posted: 13 Jan 2013

See all articles by Abdul Talib Bon

Abdul Talib Bon

Universiti Tun Hussein Onn Malaysia (UTHM) - Faculty of Technology Management, Business and Entrepreneurship

Esam Mustafa

Universiti Tun Hussein Onn Malaysia (UTHM), Faculty of Technology Management and Business

Umol Syamsyul Rakiman

Universiti Tun Hussein Onn Malaysia (UTHM)

Date Written: December 18, 2012

Abstract

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.

Keywords: TQM practices, service organizations, Malaysia, literature review

Suggested Citation

Bon, Abdul Talib and Mustafa, Esam and Syamsyul Rakiman, Umol, Total Quality Management Practices in Service Organizations in Malaysia: A Review (December 18, 2012). International Conference of Technology Management, Business and Entrepreneurship 2012 (ICTMBE2012), Melaka, Malaysia 18-19 Dec 2012, Available at SSRN: https://ssrn.com/abstract=2200009

Abdul Talib Bon

Universiti Tun Hussein Onn Malaysia (UTHM) - Faculty of Technology Management, Business and Entrepreneurship ( email )

Parit Raja
Batu Pahat, Johor 83600
Malaysia

Esam Mustafa (Contact Author)

Universiti Tun Hussein Onn Malaysia (UTHM), Faculty of Technology Management and Business ( email )

Parit Raja
Batu Pahat, Johor 86400
Malaysia

Umol Syamsyul Rakiman

Universiti Tun Hussein Onn Malaysia (UTHM) ( email )

Parit Raja
Batu Pahat, Johor 86400
Malaysia

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