EconPapers    
Economics at your fingertips  
 

Quality management as a driver of innovation in the service industry

Tomás Félix González-Cruz (), Norat Roig-Tierno () and Dolores Botella-Carrubí ()
Additional contact information
Tomás Félix González-Cruz: Universitat de València
Norat Roig-Tierno: ESIC Business & Marketing School
Dolores Botella-Carrubí: Catholic University of Valencia ‘San Vicente Martir’

Service Business, 2018, vol. 12, issue 3, 505-524

Abstract: Abstract This study identifies the combination of factors that lead to quality management reinforcing innovation capability as an organization’s strength. The results from 133 Spanish service organizations show that competitive strategy, manager’s motivation to adopt quality management, and customer orientation are the key factors that explain the presence of innovation capability as a firm’s strength. As some pioneering research points out, the impact of quality management on innovation depends mainly on managers’ interpretation of this management philosophy. When quality management focuses on discovering new customer needs and even new markets, it contributes to strengthen the organization’s innovation capability.

Keywords: Quality management; Service-dominant logic; Demand-side strategy; Value innovation; Innovation capability (search for similar items in EconPapers)
Date: 2018
References: View references in EconPapers View complete reference list from CitEc
Citations: Track citations by RSS feed

Downloads: (external link)
http://link.springer.com/10.1007/s11628-017-0360-7 Abstract (text/html)
Access to the full text of the articles in this series is restricted.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:svcbiz:v:12:y:2018:i:3:d:10.1007_s11628-017-0360-7

Ordering information: This journal article can be ordered from
http://www.springer.com/business/journal/11628

Access Statistics for this article

Service Business is currently edited by S.M. Lee and J. Millet Roig

More articles in Service Business from Springer, Pan-Pacific Business Association
Bibliographic data for series maintained by Sonal Shukla ().

 
Page updated 2019-04-09
Handle: RePEc:spr:svcbiz:v:12:y:2018:i:3:d:10.1007_s11628-017-0360-7