The study of total qualitymanagement in service industry

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1、OverseasChineseCollegeUndergraduateThesisABSTRACTDatabaseDesign,Implementation,andManagement—GymnasiumDatabaseSystemStudentsName：StudentsID：College：Major：Instructor：March30,200922ThestudyoftotalqualitymanagementinserviceindustryAbstractPurpose–Proposesdevelopingaconceptualmodelt

2、hatcanbeusedinunderstandingtherelationshipsbetweensustainingstructuresthatsupportthetotalqualityservice(TQS)philosophyandcustomersatisfaction.Design/methodology/approach–IntegratingtheSERVQUALinstrumentandotherworkintheservicequalityliterature,especiallytheDemingmanagementmodel,

3、thispaperdevelopsamodelforunderstandingtheinteractionsbetweencustomersatisfactionandsustainingstructures.Findings–Thisconceptualpaperdevelopsthreeconstructs:leadership,organizationalcultureandemployeecommitment,whichareveryimportantinachievingtotalqualityserviceobjectives.Thepro

4、posedmodellinksthesethreeconstructswithbusinessprocessesandtotalqualityservice.Researchlimitations/implications–Itisnotanempiricalinvestigationofcustomersatisfactionandsustainingstructures.Thepaperdoesnotreviewindetailtheimpactofthethreeconstructsonbusinessprocesses.Aresearcherw

5、hoplanstodoacustomersatisfactionstudycouldbenefitfromtheproposedmodelasitwillprovidevaluableinsightsabouttheinteractionsbetweencustomersatisfactionandsustainingstructures.Originality/value–Thispaperprovidesanimportantconceptualframeworkforevaluatingtherelationshipsbetweencustomer

6、satisfactionandsustainingstructures.【KeyWords】SERVQUAL,Customersatisfaction,Qualitymanagement,CustomerservicequalityPapertypeConceptualpaper22Contents1.Introduction12.Qualitymanagementmodel33.TheSERVQUALinstrument63.Visionaryleadership,organizationalcultureandemployeecommitment8

7、4.SustainingstructuresoftheTQSmodel105.OrganizationalcultureandTQS116.LeadershipinvolvementandTQS137.EmployeecommitmentandTQS158.Conclusion17References1822ListofFiguresFigure1.Databaseapplicationlifecycle….…………………………………………..8Figure2.Datacollectionforgymnasiummanagementdatabasesy

8、stem…...……….12Figure3.Dataflowdiagramforgymnasi