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From quality control to TQM, service quality and service sciences : a 30-year review of TQM literature

Chen, Chi Kuang (författare)
Yuan Ze University,Yuan Ze Univ, Taiwan
Reyes, Lidia (författare)
Yuan Ze University,Yuan Ze Univ, Taiwan
Dahlgaard, Jens Jörn (författare)
Linköpings universitet,Linköping University,Logistik- och kvalitetsutveckling,Tekniska fakulteten
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Dahlgaard-Park, Su Mi (författare)
Lund University,Lunds universitet,Institutionen för tjänstevetenskap,Samhällsvetenskapliga institutioner och centrumbildningar,Samhällsvetenskapliga fakulteten,Department of Service Studies,Departments of Administrative, Economic and Social Sciences,Faculty of Social Sciences,Lund Univ, Sweden
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 (creator_code:org_t)
EMERALD GROUP PUBLISHING LTD, 2022
2022
Engelska.
Ingår i: International Journal of Quality and Service Sciences. - : EMERALD GROUP PUBLISHING LTD. - 1756-669X .- 1756-6703. ; 14:2, s. 217-237
  • Forskningsöversikt (refereegranskat)
Abstract Ämnesord
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  • Purpose: This paper aims to review total quality management (TQM) literature in the past three decades to identify the quality related key terms, to analyse their linkage among the identified key terms and their developmental trends. Design/methodology/approach: Bibliometric and statistical methods are used to analyse article titles published in the Total Quality and Business Excellence journal during 1990–2019. The current research is based on a search from the ProQuest academic database and the journal’s website, resulting in 2,452 articles collected. The VOSviewer and Microsoft Excel were then used for the analyses. Findings: A total of 52 key terms were extracted from the journal’s 2,452 article titles, the top three key terms in terms of occurrences were “quality,” “total quality management” and “service quality.” Five themes were then proposed from clustering the 52 key terms: “frameworks/models,” “essentials/enablers,” “methods/techniques,” “culture/characteristics” and “effects/results.” Trend analyses were also conducted regarding the five themes in an attempt to highlight the patterns of research publications from 1990 to 2019. It is found that the research publications for “essentials/enablers,” “methods and techniques” and “effects/results” have steadily increased during the analysis period, while “frameworks/models” and “culture/characteristic” have slightly decreased. These insights provide implication for the historical evolution of quality from “quality control,” “total quality management” and “service quality,” combining with the development of “service sciences.” Originality/value: This paper highlights the concept of quality since its meaning has changed and evolved over time from quality control, TQM to service quality. And it is emerging in the present and future development of service sciences because of both of TQM and service sciences having the same nature of multidisciplinary background and characteristics. Also the authors can conclude that quality and service sciences are in fact two sides of the same coin because both of them having the same duality of “tangible-intangible” and “physical-virtual” faces which are the important topics that TQM should focus on.

Ämnesord

TEKNIK OCH TEKNOLOGIER  -- Maskinteknik -- Tillförlitlighets- och kvalitetsteknik (hsv//swe)
ENGINEERING AND TECHNOLOGY  -- Mechanical Engineering -- Reliability and Maintenance (hsv//eng)
SAMHÄLLSVETENSKAP  -- Ekonomi och näringsliv -- Företagsekonomi (hsv//swe)
SOCIAL SCIENCES  -- Economics and Business -- Business Administration (hsv//eng)

Nyckelord

Bibliometric analysis
Business excellence
Quality
Service quality
Service science
Total quality management
Total quality management; Service science; Service quality; Business excellence; Quality; Bibliometric analysis

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