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The extant literature highlights the notable lack of a consensus among operations and supply chain management scholars regarding the theoretical underpinnings and associated empirical evidence for the performance impact of supply chain quality management (SCQM) practices on quality. The purpose of this paper is to redress this imbalance in the literature through empirical examination of the relationship between SCQM practices and quality performance outcomes.

In accordance with the research aim, a quantitative approach was adopted, and a multi-item scale Web-based survey was designed to collect primary data. A total number of 325 questionnaires were collected from a sample of UK-based manufacturing companies. Factor analysis, internal consistency and multivariate regressions were used to validate the multi-item scale and test the hypotheses.

The findings confirm the proposed hypotheses and reveal statistically significant results for the performance impact of SCQM practices on quality at an aggregate level. However, the results of the individual level analysis of SCQM practices appear to vary from practice to practice. Of various SCQM practices, customer focus with the highest beta value (i.e. ß = 0.303; t-value = 6.120; p = 0.000) was found to have the greatest impact on quality performance.

The findings encourage managers to place high priority on both inter-firm and intra-firm relationships as prerequisites for achieving superior quality performance. The propositions and the results of the study provide managers with some guidelines about effective management of upstream, midstream and downstream supply chain networks and awareness of the potential synergies arising from the combined effects of SCQM practices that could bring about desired quality performance outcomes across the entire supply chain network.

Real and sustainable quality performance often requires an equal focus on both intra- and inter-firm relationships among supply chain partners. Therefore, effective management of quality across the entire supply chain is deemed essential if a firm is to smoothly supply high-quality products and services to customers. But little research has been devoted to understanding conceptual underpinnings of SCQM as well as empirical support and validation for the conceptualisation and measurement of SCQM practices. Based on the insights gained from social network theory, this paper makes an attempt to address this gap and examine the impact of SCQM practices on quality performance.

Prior research examining cultural effects on customer service expectations has primarily used more generic Western cultural theory on an aggregate scale or with only a single variable to draw conclusions on a customer’s underlying reasoning for buying a service. This study aims to focus on culturally distinct clusters within non-Western nations, specifically exploring within-cluster differences in service expectations within the Confucian Asia cluster.

This study developed a measurement model of Chinese cultural values and service expectations, consisting of a three and five-factor structure, respectively. Data from a sample of 351 diners were analysed using SmartPLS software. The data was compared with similar studies within the Confucian Asia cluster to understand the culture effect on service expectations and within-cluster variations.

The findings underscore the varying importance of cultural values in shaping customer service expectations, emphasizing their relative, rather than equal, significance. The study provides insights into potential within-group differences in customer service expectations within the same cultural cluster – without losing sight of the fundamental cultural heterogeneity of the Confucian culture.

Managers should leverage the distinct cultural values of their operating country to gain insights into diverse customer groups, predict their behaviours and meet their needs and expectations.

This study offers valuable insights to both service management scholars and practitioners by focusing on culturally distinct clusters of non-Western nations and exploring their effects on variation in service expectations within these clusters.

The aim of this study is to examine the impact of the fit between product-service strategy and sensing capability on novelty, and the potential moderating impact of contextual factors (i.e. technological and market turbulence) on novelty.

In line with the aim of the study, a quantitative approach is adopted and a multi-item scale survey is designed to collect primary data. Using a mixed mode survey, a total number of 491 questionnaires are collected from a sample of UK-based telecommunications firms. Multiple regression is used to test the hypotheses and predict the outcomes.

The results support the positive contribution of a contingency approach to the study of the impact of the fit between product-service strategy and sensing dynamic capability on novelty. The results also partially confirm the reinforcing impact of technological and market turbulence on novelty.

This study extends research on product-service strategy and sensing capability by adopting a contingency view, which intends to serve two purposes: to complement the existing reductionistic explanations and to explore how the relationship between product-service strategy and sensing capability could create novelty as well as the degree to which this relationship could be moderated in light of the external contextual factors.

The purpose of this paper is to extend the Pelz Effect to explain the effects of incongruence between senior managers' orientations and underlying assumptions of total quality management (TQM) on middle managers' own orientations and on TQM itself.

Using a multi‐case study approach of three organisations from different sectors, the authors conducted 68 semi‐structured interviews with managers at both senior and middle levels.

The findings largely support the Pelz Effect in that senior management exerts a major influence in establishing the tone and atmosphere of the TQM organisation by their orientations and attitudes towards the underlying principles of it. It has been found that senior managers' reliance on detection, reactive strategies and hard aspects of TQM – as opposed to prevention, proactive strategies and soft people‐based issues – resulted in: first, middle managers' compliance with short‐term tactical orientations rather than long‐term commitment; second, middle managers' increased control over the workforce rather than the work‐related processes; third, middle managers' tendency to agree about TQM objectives in a way to prioritise and fulfil their own self‐interests rather than TQM intended objectives and organisational interests; and finally the inability of middle managers to run TQM effectively.

The findings suggest that the nature of middle management's orientation towards TQM and the degree of their supportive behaviour towards first line managers is affected by the senior management's orientation towards TQM and their supportive behaviour towards middle managers.

The results reveal that the current practice of TQM can be characterised by inspection and quality control approach, a top‐down process based upon a culture of procedure‐dominated with a heavy bureaucratic base, and the dominance of senior management's unilateral control. Finally, the theoretical and practical implications of the findings are discussed.

The purpose of this paper is to highlight the potential of a qualitative middle-range research approach to contribute to the advancement of operations management (OM) field.

–To better signify such contribution, it takes insight from Merton's (1968) notion of middle-range theory as a means to create pathways of propositions that link substantive concepts and practices of OM in both context-specific and context-free operational environments.

The paper brings to the fore the argument that achieving the primary objective of filling the “theory-methods” void in OM can be achieved through adoption of a qualitative middle-range approach.

The originality of this paper hinges on the premise that theory-oriented qualitative field research that is able to incorporate experiences of different stakeholders of the OM intervention is highly likely to benefit OM theory advancement as well as OM practice.

The purpose of this paper is to assess the current state of employee training practices in a sample of Iranian‐based organisations.

The research approach adopted for the study conforms to qualitative research in the form of multiple case study design. Semi‐structured interview is adopted to collect qualitative data. To enhance the validity of the information derived from the interviews, the interview data are supplemented by some observations and examination of the related documents.

Data from managers and employees from different functional areas support a capital approach to employee training. The results further indicate that the current approach to training has an upward impact on employee turnover. Overall, the data suggest that the effect of training on employee motivation and productivity is indirect through management's approach and orientation towards training. This, in turn, causes a gap between employee's expectation and perception toward the effectiveness of organisational training.

There is no sufficient evidence to correlate directly the contribution of training programmes to the overall performance of both employee and organisation. The need for more empirical data should focus on more rigorous testing of the implications of the current state of training interventions for other human resource management practices.

There is a fundamental need for the Iranian managers, first, to reconsider their understanding of and rationale for training interventions; second, to realise the increased importance of employee training in achieving sustainable competitive advantage in the long term; third, to encourage employees to recognise their training needs; and last and fourth, to recognise the importance of employee training in enhancing organisational commitment. In respect of the management of international companies wishing to exploit business opportunities in Iran, there is a need on their part to know the Iranian culture, its difference from other Middle Eastern countries, and therefore to overcome such existing cross‐cultural challenges.

The degree to which the adoption of training strategies reflects new and different attitudes and practices among the non‐managerial employees is seen to be a major shortcoming of previous research. This study addresses such limitation by collecting data from multiple perspectives in the novel context of the Middle East with a particular focus on Iran.

This paper aims to address the question whether or not quality‐driven organisations have, in practice, tended to adjust their performance appraisal systems to integrate total quality management (TQM) requirements.

To do so, the findings of an initial literature survey suggested the combined use of quantitative and qualitative methods for empirical research. The quantitative element consists of a postal questionnaire survey of 64 UK‐based, quality‐driven organisations on the topic of performance appraisal in the context of TQM. Key informants from ten of these organisations were subsequently interviewed in order to gather detailed information on the reasons behind their initial responses.

The results indicated that only a minority of the respondents were satisfied with their TQM programmes. But this comparative lack of success did not lead them to eliminate performance appraisal altogether, as advocated by Deming and others because of the role of systems‐level causes of performance variation.

One important question concerns the notion (expounded in much of the quality literature) that a vast proportion of the variance in individual performance is caused by systems‐level features. There is, however, little hard evidence for this view.

By acquiring the relevant knowledge and understanding of contextually‐appropriate performance appraisal and management, practitioners would be able to translate and mediate TQM requirements into performance appraisal criteria to maintain the integrity of organisational change initiatives aimed at long‐term business excellence.

The research provides a starting‐point for both TQM scholars and managers, and it can serve as a road‐map and a challenge to quality‐driven organisations.

This article focuses on the key research findings and challenges pertaining to evaluation and managing the employee performance in the context of quality management derived from the literature survey, questionnaire survey, and a semi‐structured interview survey. Topics include the generic criteria of the current HR performance evaluation systems, the main criteria of a quality‐driven HR performance evaluation system, and the extent to which HR performance evaluation systems have been adjusted to integrate TQM requirements. Thus, the goal of the article is to review the published literature and highlight the actual practices and trends in the HR performance evaluation in organisational environments with a quality orientation. It concludes that by highlighting where we have made progress, acknowledge critical gaps, and attempt to stimulate additional research.