Senior leadership, customer orientation, and service firm performance: the mediator role of process management

doi:10.1080/14783363.2018.1492873

CASISD OpenIR

	Senior leadership, customer orientation, and service firm performance: the mediator role of process management
	Zhang, Han; Kang, Fei; Hu, Sai-quan
发表期刊	TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE
摘要	Taking a social-technical dimensions view of total quality management (TQM) practice, this study examines the impact of social and technical TQM factors on the performance of service firms in China. We choose senior leadership and customer orientation as social factors, and process management as a technical factor. A mediation model is developed to postulate the mediating role of process management between senior leadership, customer orientation, and service firm performance. Data were collected through questionnaires from 182 Chinese service firms, and a technique of structural equation modelling was used to test the mediation model. The results indicate different paths to service firm performance from different factors of TQM practice. Process management affects service firm performance directly and positively. However, senior leadership and customer orientation indirectly influence service firm through the role of process management. It means that service firm performance depends directly on process management which can be promoted by senior leadership and customer orientation. In light of findings in this research, limitations and future research directions are subsequently addressed.
	2020
卷号	31
DOI	10.1080/14783363.2018.1492873
语种	英语
引用统计
文献类型	期刊论文
条目标识符	http://ir.casisd.cn/handle/190111/9851
专题	中国科学院科技战略咨询研究院
推荐引用方式 GB/T 7714	Zhang, Han,Kang, Fei,Hu, Sai-quan. Senior leadership, customer orientation, and service firm performance: the mediator role of process management[J]. TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE,2020,31.
APA	Zhang, Han,Kang, Fei,&Hu, Sai-quan.(2020).Senior leadership, customer orientation, and service firm performance: the mediator role of process management.TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE,31.
MLA	Zhang, Han,et al."Senior leadership, customer orientation, and service firm performance: the mediator role of process management".TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE 31(2020).

条目包含的文件
文件名称/大小	文献类型	版本类型	开放类型	使用许可
2Senior leadership, （620KB）	期刊论文	作者接受稿	开放获取	CC BY-NC-SA	浏览
2Senior leadership, （620KB）			开放获取	--	浏览