Operational, organizational, and human resource factors predictive of customer perceptions of service quality

Abstract The overall objective of this study was to examine the relationship between total quality management (TQM) factors and business unit performance as measured by customer perceptions of service quality. Data were collected from 26 business units of larger service organizations. Analyses confirmed our hypotheses that customer perceptions would be a function of a combination of operational, organizational, and human resource factors that have been associated with TQM.

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