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QICID: 20754
Title: The Impact of Employees' Characteristics on Total Quality Service Implementation: An Empirical Study
Copyright: 2006, ASQ
Author: Saravanan, R.; Rao, K.S.P.
Organization: Anna University, India
Subject: Implementation,International quality study (IQS),Service sector,Surveys,Total Quality Management (TQM),Automotive,Employee relations;
Series: Quality Management Journal, Vol. 13, No. 4, October 2006, pp. 22-35
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Abstract: [This abstract is based on the authors' abstract.]While much research has been conducted in developed countries to analyze issues facing the service sector during the implementation of quality improvement programs, little is known of the problems faced by service organizations in developing countries. A study investigates employee-oriented issues encountered during the implementation of a total quality management program in the automobile service industry in India.
Number of pages: 14
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