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Understanding total quality management in context: qualitative research on managers’ awareness of TQM aspects in the Greek service industry

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posted on 2023-09-29, 12:25 authored by Alexandros PsychogiosAlexandros Psychogios, Constantinos Priporas
This study addresses managers’ awareness and familiarity with Total Quality Management (TQM). Eighteen (18) semi-structured, in-depth interviews were conducted with managers working in a variety of service organizations in Greece. The major argument of the study is that although the acronym TQM and some of its concepts and practices are known by a range of public and private sector managers, actual awareness of its “soft” side is often superficial, and managers have a relatively poor understanding of it. TQM is neither resisted nor directly absorbed by them, but they tend to see it from the technical point of view, being aware only of the importance of its “hard” aspects.

History

School

  • Loughborough Business School

Published in

The Qualitative Report

Volume

12

Issue

1

Pages

40 - 66

Publisher

Nova Southeastern University

Version

  • VoR (Version of Record)

Rights holder

© The Authors

Publisher statement

This work is licensed under a Creative Commons Attribution-Noncommercial-Share Alike 4.0 International License (https://creativecommons.org/licenses/by-nc-sa/4.0/).

Publication date

2007-01-03

Copyright date

2007

ISSN

1052-0147

eISSN

2160-3715

Language

  • en

Depositor

Prof Alexandros Psychogios. Deposit date: 8 September 2023

Article number

3

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