Are TQM practices supporting customer satisfaction and service quality?

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Are TQM practices supporting customer satisfaction and service quality?

Purpose – The purpose of this paper is to examine the relationship between total quality management (TQM) practices and customer satisfaction and also to investigate the association between TQM practices and service quality within the context of Malaysia’s small service organizations. Design/metho...

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Bibliographic Details
Main Authors:	Ooi, Keng Boon, Lin, Binshan, Tan, Boon In, Chong, Alain Yee Loong
Format:	Article
Language:	English
Published:	Emerald 2011
Subjects:	HF Commerce
Online Access:	http://eprints.intimal.edu.my/263/ http://eprints.intimal.edu.my/263/1/7.pdf

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