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Can continuous improvement lead to satisfied customers? Evidence from the services industry

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dc.title Can continuous improvement lead to satisfied customers? Evidence from the services industry en
dc.contributor.author Koval, Oksana Petrivna
dc.contributor.author Nabareseh, Stephan
dc.contributor.author Chromjaková, Felicita
dc.contributor.author Marciniak, Robert
dc.relation.ispartof TQM Journal
dc.identifier.issn 1754-2731 Scopus Sources, Sherpa/RoMEO, JCR
dc.date.issued 2018
utb.relation.volume 30
utb.relation.issue 6
dc.citation.spage 679
dc.citation.epage 700
dc.type article
dc.language.iso en
dc.publisher Emerald
dc.identifier.doi 10.1108/TQM-02-2018-0021
dc.relation.uri https://www.emeraldinsight.com/doi/abs/10.1108/TQM-02-2018-0021
dc.subject Continuous improvement en
dc.subject Customer satisfaction en
dc.subject Practices en
dc.subject Service industries en
dc.subject Structural equation modeling en
dc.description.abstract Purpose: To achieve higher customer satisfaction (CS), companies implement continuous improvement (CI) programs, regardless of the growing evidence of their failure to achieve declared goals. The purpose of this paper is twofold: first, to identify whether companies are able to improve CS through the application of CI; and, second, to identify what organizational practices are able to facilitate the impact of CI on CS. Design/methodology/approach: To test the developed assumptions, the study uses the structural equation modeling technique. The data for analysis were collected from 304 service companies via a custom web-survey. Findings: The research confirms the direct positive impact of CI on CS. Further, the study demonstrates that management commitment and rewards system that encourages employees to participate in CI play the major facilitating role in improving CS through CI. These practices accompanied by quality-oriented culture and employee training in the improvement tools provide necessary infrastructure to sustain CI in the companies over time. Additionally, regardless of the vital role of goal setting for CI established in previous research, the proposed study finds a limited ability of goal setting, as compared to other organizational practices, to facilitate CI–CS relationship. Originality/value: The study contributes to the scarce field of research on CI implementation in the services environment. Further, the research assesses CS as a variable of interest, as opposite to the previous studies, considering CS as a part of the composite variable. The research assesses the impact of the training in CI methodology on the CI–CS relationship, while previous research focuses on the general, work-related training. The findings provide an important basis for further academic work in the area of quality management. The identified practices can serve as guidance for managers, implementing CI in their companies due to the high fit of the proposed model. © 2018, Emerald Publishing Limited. en
utb.faculty Faculty of Management and Economics
dc.identifier.uri http://hdl.handle.net/10563/1008219
utb.identifier.obdid 43879329
utb.identifier.scopus 2-s2.0-85049552386
utb.source j-scopus
dc.date.accessioned 2018-10-18T10:31:39Z
dc.date.available 2018-10-18T10:31:39Z
utb.contributor.internalauthor Koval, Oksana Petrivna
utb.contributor.internalauthor Nabareseh, Stephan
utb.contributor.internalauthor Chromjaková, Felicita
utb.fulltext.affiliation Oksana Koval Industrial Engineering and Information Systems, Univerzita Tomase Bati ve Zline, Zlin, Czech Republic Stephen Nabareseh Statistics and Quantitative Methods, Univerzita Tomase Bati ve Zline Fakulta managementu a ekonomiky, Zlin, Czech Republic Felicita Chromjakova Industrial Engineering and Information Systems, Univerzita Tomase Bati ve Zline Fakulta managementu a ekonomiky, Zlin, Czech Republic, and Robert Marciniak Budapesti Corvinus Egyetem, Budapest, Hungary Corresponding author Oksana Koval can be contacted at: koval@utb.cz
utb.fulltext.dates Received 14 February 2018 Revised 27 February 2018 19 April 2018 Accepted 18 May 2018
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utb.fulltext.sponsorship The authors would like to thank the Internal Grant Agency of Tomas Bata University in Zlin (Grant No. IGA/FAME/2017/008 and IGA/FAME/2018/005) as well as the Visegrad Fund (Grant No. 51700045) for financial support. A special thanks goes to Nikita Nikitin from WebKr Gmbh. for the technical support of data collection.
utb.scopus.affiliation Industrial Engineering and Information Systems, Univerzita Tomase Bati ve Zline, Zlin, Czech Republic; Statistics and Quantitative Methods, Univerzita Tomase Bati ve Zline Fakulta managementu a ekonomiky, Zlin, Czech Republic; Industrial Engineering and Information Systems, Univerzita Tomase Bati ve Zline Fakulta managementu a ekonomiky, Zlin, Czech Republic; Budapesti Corvinus Egyetem, Budapest, Hungary
utb.fulltext.projects IGA/FAME/2017/008
utb.fulltext.projects IGA/FAME/2018/005
utb.fulltext.projects 51700045
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