Evaluating the Deming Management Model of Total Quality in Services

@article{Douglas2004EvaluatingTD,
  title={Evaluating the Deming Management Model of Total Quality in Services},
  author={Thomas J. Douglas and Lawrence D. Fredendall},
  journal={Decision Sciences},
  year={2004},
  volume={35},
  pages={393-422}
}
This article uses the Deming management model developed by Anderson et al. (1994b) as an initial template to analyze total quality in services. While the literatures addressing quality management have developed separately for products and services, the founders of total quality portrayed this management philosophy as universally oriented. Our study first replicates two earlier studies that tested the Deming management model in manufacturing industries. Using hospitals as our unit of analysis… CONTINUE READING

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