Role of Top Management Leadership and Commitment in Total Quality Management in Service Organization in Malaysia: A Review and Conceptual Framework

Abstract

Purpose of this paper is to review the role and impact of top management commitment and leadership on total quality management (TQM) in service organizations in Malaysia, and to come out with a conceptual framework model. A total of 15 related studies selected from well known electronic academic resources and databases (e.g. Emeraldinsight, Elsevier Science direct and Scopus) and deeply reviewed. A proposed conceptual framework developed according to the finding and theoretical dimensions of those papers. Outcomes of this paper will: enrich the literature in the field; will underline trends of the research in role of top management leadership and commitment in TQM practices; and will provide fresh insights to academic researchers interested in the field of TQM as well as to organizations managers.

Keywords: top management, TQM, service organizations, Malaysia