A bibliometric view on the use of total quality management in services

• Type: Article in International Scientific Journal
• Date: 2021

Authors

Zhang, C (Author) Other; Moreira, MRA (Author) FEP; Sousa, PSA (Author) FEP

Journal

Title: Total Quality Management and Business Excellence

ISSN: 1478-3363

Publisher: Taylor & Francis

Indexing

ISI Web of Knowledge - 31 Citations

Scopus - 31 Citations

Other information

Authenticus ID: P-00R-V2P

DOI: 10.1080/14783363.2020.1732811

Abstract (EN): This research aims to highlight the major domains of and address the most prominent topics in the Total Quality Management (TQM) field in the service sector. Although there are numerous studies related to TQM, systematic quantitative reviews on TQM in services are scarce. The objective of this paper is to present a thorough analysis of the current mostly discussed issues related to the use of TQM in services by conducting a bibliometric analysis of the extant literature on TQM collected from Web of Science and Scopus databases. The findings indicate that TQM implementation is not a fading topic. The studies in the field of `TQM use in services¿ are growing and becoming more intensive. TQM-related practices are gaining more attention while the TQM implementation framework is still under development. Healthcare is the most researched industry. Top management commitment/leadership is a critical construct and managers should be aware of the obstacle caused by lacking it. TQM professionals and managers in the service sector can benefit from this paper by having a sketch of the latest and most prominent academic findings and thus gaining insights on techniques that fit into TQM implementation. For academic professionals, several research avenues are pointed out. © 2020, © 2020 Informa UK Limited, trading as Taylor & Francis Group.

Language: English

Type (Professor's evaluation): Scientific