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  • From product to service quality: the role of managerial mindsets

    Author(s)
    Liao, YY
    Soltani, E
    Wilkinson, A
    Griffith University Author(s)
    Wilkinson, Adrian J.
    Year published
    2021
    Metadata
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    Abstract
    This study is a response to calls for a more comprehensive treatment of service operations management amid concerns over the prevalence of poor service quality. Building upon the ideas of total quality management as an ethos of continual learning and quality improvement, this study aims to elucidate different managerial mindsets towards service quality and the resulting impact on the organisational learning environment. Using a qualitative case study methodology of a sample of UK-based service organisations, the findings point to a trichotomy of managerial mindsets towards service quality each connected to different types ...
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    This study is a response to calls for a more comprehensive treatment of service operations management amid concerns over the prevalence of poor service quality. Building upon the ideas of total quality management as an ethos of continual learning and quality improvement, this study aims to elucidate different managerial mindsets towards service quality and the resulting impact on the organisational learning environment. Using a qualitative case study methodology of a sample of UK-based service organisations, the findings point to a trichotomy of managerial mindsets towards service quality each connected to different types of organisational learning. These include (i) outcome mindset with a focus on short-term learning, (ii) process mindset with a focus on intermittent learning, and (iii) process-outcome mindset with a focus on continuous learning. We suggest several propositions for further empirical testing and highlight practical implications of the findings.
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    Journal Title
    Production Planning and Control
    DOI
    https://doi.org/10.1080/09537287.2021.1957173
    Note
    This publication has been entered as an advanced online version in Griffith Research Online.
    Subject
    Strategy, management and organisational behaviour
    Publication URI
    http://hdl.handle.net/10072/407170
    Collection
    • Journal articles

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