{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,3,13]],"date-time":"2026-03-13T12:33:08Z","timestamp":1773405188359,"version":"3.50.1"},"reference-count":68,"publisher":"Emerald","issue":"8","license":[{"start":{"date-parts":[[2009,9,25]],"date-time":"2009-09-25T00:00:00Z","timestamp":1253836800000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2009,9,25]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-heading\">Purpose<\/jats:title><jats:p>The purpose of this paper is to examine the total quality management (TQM) practices of both manufacturing and service firms in order to determine the relationship between the multidimensionality of TQM practices and role conflict of employees.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Design\/methodology\/approach<\/jats:title><jats:p>Questionnaires are distributed to 433 employees of 98 different firms from manufacturing and service industries in Malaysia.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Findings<\/jats:title><jats:p>The results support significant negative correlation among all TQM practices (i.e. leadership, strategic planning, customer focus, human resource focus, process management and information analysis) and role conflict. By employing multiple regression analysis, leadership, process management and information analysis are found to have significant and negative relationship with role conflict. Human resource focus is reported to have a significant and positive relationship with role conflict.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Practical implications<\/jats:title><jats:p>This model is ideal for practical usage by managers to evaluate the perceptions of role conflict of employees in TQM\u2010oriented firms. The findings suggest that firms should look into ways of developing the major roles of leadership and process management as well as improving efficient use of information analysis in order to reduce the detrimental role conflict of employees. This finding may also help administrators and individuals to attain a fine\u2010grained understanding of different dimensions of TQM in relation to role conflict.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Originality\/value<\/jats:title><jats:p>TQM practices appear to be related to role conflict, addressing an apparent noticeable gap in the literature of TQM and the psychological well\u2010being of employees. This paper also lays the foundation for formation of a theoretically based model which integrates the elements of TQM and role conflict.<\/jats:p><\/jats:sec>","DOI":"10.1108\/02635570910991337","type":"journal-article","created":{"date-parts":[[2009,10,5]],"date-time":"2009-10-05T11:22:28Z","timestamp":1254741748000},"page":"1118-1136","source":"Crossref","is-referenced-by-count":36,"title":["Does total quality management reduce employees' role conflict?"],"prefix":"10.1108","volume":"109","author":[{"given":"Pei\u2010Lee","family":"Teh","sequence":"first","affiliation":[]},{"given":"Chen\u2010Chen","family":"Yong","sequence":"additional","affiliation":[]},{"given":"Veeri","family":"Arumugam","sequence":"additional","affiliation":[]},{"given":"Keng\u2010Boon","family":"Ooi","sequence":"additional","affiliation":[]}],"member":"140","reference":[{"key":"key2022021820483883800_b1","doi-asserted-by":"crossref","unstructured":"Ahire, S.L. and O'Shaughnessy, K.C. (1998), \u201cThe role of top management commitment in quality management: an empirical analysis of the auto parts industry\u201d, International Journal of Quality Science, Vol. 3 No. 1, pp. 5\u201037.","DOI":"10.1108\/13598539810196868"},{"key":"key2022021820483883800_b2","doi-asserted-by":"crossref","unstructured":"Babin, B.J. and Boles, J.S. (1996), \u201cThe effects of perceived co\u2010worker involvement and supervisor support on service provider role stress, performance and job satisfaction\u201d, Journal of Retailing, Vol. 72 No. 1, pp. 57\u201075.","DOI":"10.1016\/S0022-4359(96)90005-6"},{"key":"key2022021820483883800_b3","doi-asserted-by":"crossref","unstructured":"Beauchamp, M.R. and Bray, S.R. (2001), \u201cRole ambiguity and role conflict within interdependent teams\u201d, Small Group Research, Vol. 32 No. 2, pp. 133\u201057.","DOI":"10.1177\/104649640103200202"},{"key":"key2022021820483883800_b4","doi-asserted-by":"crossref","unstructured":"Bou\u2010Llusar, L.C., Escrig\u2010Tena, A.B., Roca\u2010Puig, V. and Beltran\u2010Martin, I. (2009), \u201cAn empirical assessment of the EFQM excellence model: evaluation as a TQM framework relative to the MBNQA model\u201d, Journal of Operations Management, Vol. 27 No. 1, pp. 1\u201022.","DOI":"10.1016\/j.jom.2008.04.001"},{"key":"key2022021820483883800_b5","unstructured":"Chakrabarty, S., Whitten, D. and Green, K. (2007), \u201cDeveloping a continuous auditing assistance system understanding service quality and relationship quality in IS outsourcing: client orientation & promotion, project management effectiveness and the task\u2010technology\u2010structure fit\u201d, Journal of Computer Information Systems, Vol. XLVII No. 2, pp. 1\u201015."},{"key":"key2022021820483883800_b6","doi-asserted-by":"crossref","unstructured":"Chen, Y.\u2010M., Chen, S.\u2010H., Tsai, C.\u2010Y. and Lo, L.\u2010Y. (2007), \u201cRole stress and job satisfaction for nurse specialists\u201d, Journal of Advanced Nursing, Vol. 59 No. 5, pp. 497\u2010509.","DOI":"10.1111\/j.1365-2648.2007.04339.x"},{"key":"key2022021820483883800_b7","doi-asserted-by":"crossref","unstructured":"Claver\u2010Cortes, E., Pereira\u2010Moliner, J., Tari, J.J. and Molina\u2010Azorin, J.F. (2008), \u201cTQM, managerial factors and performance in the Spanish hotel industry\u201d, Industrial Management & Data Systems, Vol. 108 No. 2, pp. 228\u201044.","DOI":"10.1108\/02635570810847590"},{"key":"key2022021820483883800_b8","unstructured":"Cohen, J. (1988), Statistical Power Analysis for the Behavioral Sciences, 2nd ed., Lawrence Erlbaum, Hillsdale, NJ."},{"key":"key2022021820483883800_b9","doi-asserted-by":"crossref","unstructured":"Conger, J.A. and Kanungo, R.N. (1988), \u201cThe empowerment process: integrating theory and practice\u201d, Academy of Management Review, Vol. 13 No. 3, pp. 471\u201082.","DOI":"10.5465\/amr.1988.4306983"},{"key":"key2022021820483883800_b10","doi-asserted-by":"crossref","unstructured":"Curkovic, S., Melnyk, S., Calantone, R. and Handfield, R. (2000), \u201cValidating the Malcolm Baldrige National Quality Award Framework through structural equation modeling\u201d, International Journal of Production Research, Vol. 38 No. 4, pp. 765\u201091.","DOI":"10.1080\/002075400189149"},{"key":"key2022021820483883800_b11","doi-asserted-by":"crossref","unstructured":"Dean, J.W. Jr and Bowen, D.E. (1994), \u201cManagement theory and total quality: improving research and practice through theory development\u201d, The Academy of Management Review, Vol. 19 No. 3, pp. 392\u2010418.","DOI":"10.5465\/amr.1994.9412271803"},{"key":"key2022021820483883800_b12","unstructured":"DeBaylo, P.W. (1999), \u201cTen reasons why the Baldrige model works\u201d, Journal for Quality & Participation, Vol. 22 No. 1, pp. 24\u20108."},{"key":"key2022021820483883800_b13","doi-asserted-by":"crossref","unstructured":"Deming, W.E. (1981), \u201cImprovement of quality and productivity through action by management\u201d, National Productivity Review, Vol. 1 No. 1, pp. 12\u201022.","DOI":"10.1002\/npr.4040010105"},{"key":"key2022021820483883800_b14","unstructured":"Deming, W.E. (1986), Out of the Crisis, Centre for Advanced Engineering Study, Massachusetts Institute of Technology, Cambridge, MA."},{"key":"key2022021820483883800_b15","unstructured":"Ettorre, B. (1996), \u201cIs the Baldrige still meaningful?\u201d, Management Review, Vol. 85 No. 3, pp. 28\u201031."},{"key":"key2022021820483883800_b18","doi-asserted-by":"crossref","unstructured":"Feldman, M.S. and March, J.G. (1981), \u201cInformation in organizations as signal and symbol\u201d, Administrative Science Quarterly, Vol. 26, pp. 171\u201086.","DOI":"10.2307\/2392467"},{"key":"key2022021820483883800_b19","doi-asserted-by":"crossref","unstructured":"Floyd, S.W. and Lane, P.J. (2000), \u201cStrategizing throughout the organization: managing role conflict in strategic renewal\u201d, Academy of Management Review, Vol. 25 No. 1, pp. 154\u201077.","DOI":"10.5465\/amr.2000.2791608"},{"key":"key2022021820483883800_b20","doi-asserted-by":"crossref","unstructured":"Flynn, B.B. and Saladin, B. (2006), \u201cRelevance of Baldrige constructs in an international context: a study of national culture\u201d, Journal of Operations Management, Vol. 24, pp. 583\u2010603.","DOI":"10.1016\/j.jom.2005.09.002"},{"key":"key2022021820483883800_b17","unstructured":"FMM (2007), FMM Directory of Malaysian Industries, 38th ed., Federation of Malaysian Manufacturers, Kuala Lumpur."},{"key":"key2022021820483883800_b16","unstructured":"FMM (2008), Federation of Malaysian Manufacturers, available at: www.fmm.org.my (accessed August 3, 2008)."},{"key":"key2022021820483883800_b21","unstructured":"Garvin, D.A. (1983), \u201cQuality on the line\u201d, Harvard Business Review, Vol. 61, pp. 65\u201075."},{"key":"key2022021820483883800_b22","doi-asserted-by":"crossref","unstructured":"Gatewood, R.D. and Riordan, C.M. (1997), \u201cThe development and test of a model of total quality: organizational practices, TQ principles, employee attitudes and customer satisfaction\u201d, Journal of Quality Management, Vol. 2 No. 1, pp. 41\u201065.","DOI":"10.1016\/S1084-8568(97)90021-3"},{"key":"key2022021820483883800_b23","doi-asserted-by":"crossref","unstructured":"Gilboa, S., Shirom, A., Fried, Y. and Cooper, C. (2008), \u201cA meta\u2010analysis of work demand stressors and job performance: examining main and moderating effects\u201d, Personnel Psychology, Vol. 61, pp. 227\u201071.","DOI":"10.1111\/j.1744-6570.2008.00113.x"},{"key":"key2022021820483883800_b24","doi-asserted-by":"crossref","unstructured":"Gunasekaran, A., Korukonda, A.R., Virtanen, I. and Yli\u2010Olli, P. (1994), \u201cImproving productivity and quality in manufacturing organizations\u201d, International Journal of Production Economics, Vol. 36, pp. 169\u201083.","DOI":"10.1016\/0925-5273(94)90022-1"},{"key":"key2022021820483883800_b25","unstructured":"Hair, J.F. Jr, Black, W.C., Babin, B.J., Anderson, R.E. and Tatham, R.L. (2006), Multivariate Data Analysis, 6th ed., Pearson Education, Upper Saddle River, NJ."},{"key":"key2022021820483883800_b26","doi-asserted-by":"crossref","unstructured":"Hartline, M.D. and Ferrell, O.C. (1996), \u201cThe management of customer\u2010contact service employees: an empirical investigation\u201d, Journal of Marketing, Vol. 60 No. 4, pp. 52\u201070.","DOI":"10.1177\/002224299606000406"},{"key":"key2022021820483883800_b27","doi-asserted-by":"crossref","unstructured":"House, R.J. and Rizzo, J.R. (1972), \u201cRole conflict and ambiguity as critical variables in a model of organizational behavior\u201d, Organizational Behavior and Human Performance, Vol. 7, pp. 467\u2010505.","DOI":"10.1016\/0030-5073(72)90030-X"},{"key":"key2022021820483883800_b28","unstructured":"Hsieh, C.T., Lin, B. and Manduca, B. (2007), \u201cInformation technology and six sigma implementation\u201d, Journal of Computer Information Systems, Vol. XLVII No. 4, pp. 1\u201010."},{"key":"key2022021820483883800_b29","doi-asserted-by":"crossref","unstructured":"Jitpaiboon, T. and Rao, S.S. (2007), \u201cA meta\u2010analysis of quality measures in manufacturing systesm\u201d, International Journal of Quality & Reliability Management, Vol. 24 No. 1, pp. 78\u2010102.","DOI":"10.1108\/02656710710720349"},{"key":"key2022021820483883800_b30","doi-asserted-by":"crossref","unstructured":"Johnson, J.D., La France, B.H., Meyer, M., Speyer, J.B. and Cox, D. (1998), \u201cThe impact of formalization, role conflict, role ambiguity, and communication quality on perceived organizational innovativeness in the cancer information service\u201d, Evaluation & the Health Professions, Vol. 21 No. 1, pp. 27\u201051.","DOI":"10.1177\/016327879802100102"},{"key":"key2022021820483883800_b31","unstructured":"Juran, J.M. and Gryna, F.M. (1980), Quality Planning and Analysis, McGraw\u2010Hill, New York, NY."},{"key":"key2022021820483883800_b32","unstructured":"Kahn, R.L., Wolfe, D.M., Quinn, R.P., Snoek, J.D. and Rosenthal, R.A. (1964), Organizational Stress: Studies in Role Conflict and Ambiguity, Wiley, New York, NY."},{"key":"key2022021820483883800_b33","doi-asserted-by":"crossref","unstructured":"Kaiser, H.F. (1970), \u201cA second generation Little Jiffy\u201d, Psychometrika, Vol. 35 No. 4, pp. 401\u201015.","DOI":"10.1007\/BF02291817"},{"key":"key2022021820483883800_b34","doi-asserted-by":"crossref","unstructured":"Kasul, R.A. and Motwani, J.G. (1995), \u201cTotal quality management in manufacturing thematic factor assessment\u201d, International Journal of Quality & Reliability Management, Vol. 12 No. 3, pp. 57\u201076.","DOI":"10.1108\/02656719510084781"},{"key":"key2022021820483883800_b35","doi-asserted-by":"crossref","unstructured":"Keenan, A. and Newton, T.J. (1984), \u201cFrustration in organizations: relationships to role stress, climate, and psychological strain\u201d, Journal of Occupational Psychology, Vol. 57, pp. 57\u201065.","DOI":"10.1111\/j.2044-8325.1984.tb00148.x"},{"key":"key2022021820483883800_b36","doi-asserted-by":"crossref","unstructured":"Ketokivi, M. and Castaner, X. (2004), \u201cStrategic planning as an integrative device\u201d, Administrative Science Quarterly, Vol. 49 No. 3, pp. 337\u201065.","DOI":"10.2307\/4131439"},{"key":"key2022021820483883800_b37","unstructured":"Kirchenstein, J.J. and Blake, R. (1999), \u201cUsing ISO 9000 and the European Quality Award approach to improve competitiveness\u201d, in Stahl, M.J. (Ed.), Perspectives in Total Quality, Blackwell, Malden, MA, pp. 343\u201070."},{"key":"key2022021820483883800_b38","unstructured":"Kuala Lumpur Structure Plan 2020 (2008), available at: www.dbkl.gov.my\/pskl2020\/english\/economic_base_and_population\/index.htm (accessed August 17, 2008)."},{"key":"key2022021820483883800_b39","doi-asserted-by":"crossref","unstructured":"Lee, P.C.B. (2000), \u201cTurnover of information technology professionals: a contextual model\u201d, Accounting, Management and Information Technologies, Vol. 10 No. 2, pp. 101\u201024.","DOI":"10.1016\/S0959-8022(99)00016-8"},{"key":"key2022021820483883800_b40","doi-asserted-by":"crossref","unstructured":"Lee, S.M., Rho, B.\u2010H. and Lee, S.\u2010G. (2003), \u201cImpact of Malcolm Baldrige National Quality Award criteria on organizational quality performance\u201d, International Journal of Production Research, Vol. 41 No. 9, pp. 2003\u201020.","DOI":"10.1080\/0020754031000077329"},{"key":"key2022021820483883800_b41","doi-asserted-by":"crossref","unstructured":"LeRouge, C., Nelson, A. and Blanton, J.E. (2006), \u201cThe impact of role stress fit and self\u2010esteem on the job attitudes of IT professionals\u201d, Information & Management, Vol. 43 No. 8, pp. 928\u201038.","DOI":"10.1016\/j.im.2006.08.011"},{"key":"key2022021820483883800_b42","unstructured":"Levitt, T. (1972), \u201cProduction\u2010line approach to service\u201d, Harvard Business Review, Vol. 50, pp. 41\u201052."},{"key":"key2022021820483883800_b43","unstructured":"Levitt, T. (1976), \u201cIndustrialization of service\u201d, Harvard Business Review, Vol. 54, pp. 63\u201074."},{"key":"key2022021820483883800_b44","doi-asserted-by":"crossref","unstructured":"Lin, B. and Goodrich, W.H. (1995), \u201cAir force total quality management: an assessment of its effectiveness\u201d, Total Quality Management, Vol. 6 No. 3, pp. 243\u201053.","DOI":"10.1080\/09544129550035413"},{"key":"key2022021820483883800_b45","unstructured":"Malaysian Industrial Development Authority (2008), available at: www.mida.gov.my (accessed August 3, 2008)."},{"key":"key2022021820483883800_b46","doi-asserted-by":"crossref","unstructured":"Marimon, F., Heras, I. and Casadesus, M. (2009), \u201cISO 9000 and ISO 14000 standards: a projection model for the decline phase\u201d, Total Quality Management, Vol. 20 No. 1, pp. 1\u201021.","DOI":"10.1080\/14783360802614257"},{"key":"key2022021820483883800_b47","doi-asserted-by":"crossref","unstructured":"Michaels, R.E., Day, R.L. and Joachimsthaler, E.A. (1987), \u201cRole stress among industrial buyers: an integrative model\u201d, Journal of Marketing, Vol. 15 No. 2, pp. 28\u201045.","DOI":"10.1177\/002224298705100203"},{"key":"key2022021820483883800_b48","doi-asserted-by":"crossref","unstructured":"Miles, R.H. and Perreault, W.D. Jr (1976), \u201cOrganizational role conflict: its antecedents and consequences\u201d, Organizational Behavior and Human Performance, Vol. 17, pp. 19\u201044.","DOI":"10.1016\/0030-5073(76)90051-9"},{"key":"key2022021820483883800_b49","doi-asserted-by":"crossref","unstructured":"Morris, J.H., Steers, R.M. and Koch, J.L. (1979), \u201cInfluence of organization structure on role conflict and ambiguity for three occupational groupings\u201d, The Academy of Management Journal, Vol. 22 No. 1, pp. 58\u201071.","DOI":"10.5465\/255478"},{"key":"key2022021820483883800_b50","doi-asserted-by":"crossref","unstructured":"Ngo, H.Y., Foley, S. and Loi, R. (2005), \u201cWork role stressors and turnover intentions: a study of professional clergy in Hong Kong\u201d, International Journal of Human Resource Management, Vol. 16 No. 11, pp. 2133\u201046.","DOI":"10.1080\/09585190500315141"},{"key":"key2022021820483883800_b51","doi-asserted-by":"crossref","unstructured":"Nicholson, P.J. Jr and Goh, S.C. (1983), \u201cThe relationship of organization structure and interpersonal attitudes to role conflict and ambiguity in different work environment\u201d, The Academy of Management Journal, Vol. 26 No. 1, pp. 148\u201055.","DOI":"10.2307\/256141"},{"key":"key2022021820483883800_b52","doi-asserted-by":"crossref","unstructured":"Pandey, S. and Kumar, E.S. (1997), \u201cDevelopment of a measure of role conflict\u201d, The International Journal of Conflict Management, Vol. 8 No. 3, pp. 187\u2010215.","DOI":"10.1108\/eb022795"},{"key":"key2022021820483883800_b53","doi-asserted-by":"crossref","unstructured":"Prajogo, D.I. and Sohal, A.S. (2003), \u201cThe relationship between TQM practices, quality performance, and innovation performance: an empirical examination\u201d, International Journal of Quality & Reliability Management, Vol. 20 No. 8, pp. 901\u201018.","DOI":"10.1108\/02656710310493625"},{"key":"key2022021820483883800_b54","doi-asserted-by":"crossref","unstructured":"Prajogo, D.I. and Sohal, A.S. (2006), \u201cThe integration of TQM and technology\/R&D management in determining quality and innovation performance\u201d, Omega, The International Journal of Management Science, Vol. 34 No. 3, pp. 296\u2010312.","DOI":"10.1016\/j.omega.2004.11.004"},{"key":"key2022021820483883800_b55","doi-asserted-by":"crossref","unstructured":"Rizzo, J.R., House, R.J. and Lirtzman, S.I. (1970), \u201cRole conflict and ambiguity in complex organizations\u201d, Administrative Sciences Quarterly, Vol. 15 No. 2, pp. 150\u201063.","DOI":"10.2307\/2391486"},{"key":"key2022021820483883800_b56","doi-asserted-by":"crossref","unstructured":"Samson, D. and Terziovski, M. (1999), \u201cThe relationship between total quality management practices and operational performance\u201d, Journal of Operations Management, Vol. 17, pp. 393\u2010409.","DOI":"10.1016\/S0272-6963(98)00046-1"},{"key":"key2022021820483883800_b57","doi-asserted-by":"crossref","unstructured":"Schermerhorn, J.R. Jr and Bond, M.H. (1997), \u201cCross\u2010cultural leadership dynamics in collectivism and high power distance settings\u201d, Leadership & Organization Development Journal, Vol. 18 No. 4, pp. 187\u201093.","DOI":"10.1108\/01437739710182287"},{"key":"key2022021820483883800_b58","doi-asserted-by":"crossref","unstructured":"Shamir, B. (1980), \u201cBetween service and servility: role conflict in subordinate service roles\u201d, Human Relations, Vol. 33 No. 10, pp. 741\u201056.","DOI":"10.1177\/001872678003301004"},{"key":"key2022021820483883800_b59","doi-asserted-by":"crossref","unstructured":"Sila, I. (2007), \u201cExamining the effects of contextual factors on TQM and performance through the lens of organizational theories: an empirical study\u201d, Journal of Operations Management, Vol. 25, pp. 83\u2010109.","DOI":"10.1016\/j.jom.2006.02.003"},{"key":"key2022021820483883800_b60","doi-asserted-by":"crossref","unstructured":"Sila, I. and Ebrahimpour, M. (2003), \u201cExamination and comparison of the critical factors of total quality management (TQM) across countries\u201d, International Journal of Production Research, Vol. 41 No. 2, pp. 235\u201068.","DOI":"10.1080\/0020754021000022212"},{"key":"key2022021820483883800_b61","doi-asserted-by":"crossref","unstructured":"Sohail, M.S. and Teo, B.H. (2003), \u201cTQM practices and organizational performances of SMEs in Malaysia: some empirical observations\u201d, Benchmarking: An International Journal, Vol. 10 No. 1, pp. 37\u201053.","DOI":"10.1108\/14635770310457539"},{"key":"key2022021820483883800_b62","doi-asserted-by":"crossref","unstructured":"Stryker, S. and Macke, A.S. (1978), \u201cStatus inconsistency and role conflict\u201d, Annual Review of Sociology, Vol. 4, pp. 57\u201090.","DOI":"10.1146\/annurev.so.04.080178.000421"},{"key":"key2022021820483883800_b63","doi-asserted-by":"crossref","unstructured":"Teas, R.K. (1983), \u201cSupervisory behavior, role stress, and the job satisfaction of industrial salespeople\u201d, Journal of Marketing Research, Vol. 20 No. 1, pp. 84\u201091.","DOI":"10.1177\/002224378302000110"},{"key":"key2022021820483883800_b64","doi-asserted-by":"crossref","unstructured":"Tidd, S.T. and Friedman, R.A. (2002), \u201cConflict style and coping with role conflict: an extension of the uncertainty model of work stress\u201d, The International Journal of Conflict Management, Vol. 13 No. 3, pp. 236\u201057.","DOI":"10.1108\/eb022875"},{"key":"key2022021820483883800_b65","doi-asserted-by":"crossref","unstructured":"van Sell, M., Brief, A.P. and Schuler, R.S. (1981), \u201cRole conflict and role ambiguity: integration of the literature and directions for future research\u201d, Human Relations, Vol. 34 No. 1, pp. 43\u201071.","DOI":"10.1177\/001872678103400104"},{"key":"key2022021820483883800_b66","doi-asserted-by":"crossref","unstructured":"Wetzels, M., Ruyter, K. and Lemmink, J. (1999), \u201cRole stress in after\u2010sales service management\u201d, Journal of Service Research, Vol. 2 No. 1, pp. 50\u201067.","DOI":"10.1177\/109467059921005"},{"key":"key2022021820483883800_b67","doi-asserted-by":"crossref","unstructured":"Wruck, K.H. and Jensen, M.C. (1994), \u201cScience, specific knowledge and total quality management\u201d, Journal of Accounting and Economics, Vol. 18, pp. 247\u201087.","DOI":"10.1016\/0165-4101(94)90023-X"},{"key":"key2022021820483883800_b68","doi-asserted-by":"crossref","unstructured":"Zhang, Z., Waszink, A. and Wijngaard, J. (2000), \u201cAn instrument for measuring TQM implementation for Chinese manufacturing companies\u201d, International Journal of Quality & Reliability Management, Vol. 17 No. 7, pp. 730\u201055.","DOI":"10.1108\/02656710010315247"}],"container-title":["Industrial Management &amp; Data Systems"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/www.emeraldinsight.com\/doi\/full-xml\/10.1108\/02635570910991337","content-type":"unspecified","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/02635570910991337\/full\/xml","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/02635570910991337\/full\/html","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,7,24]],"date-time":"2025-07-24T23:38:15Z","timestamp":1753400295000},"score":1,"resource":{"primary":{"URL":"http:\/\/www.emerald.com\/imds\/article\/109\/8\/1118-1136\/182418"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2009,9,25]]},"references-count":68,"journal-issue":{"issue":"8","published-print":{"date-parts":[[2009,9,25]]}},"alternative-id":["10.1108\/02635570910991337"],"URL":"https:\/\/doi.org\/10.1108\/02635570910991337","relation":{},"ISSN":["0263-5577"],"issn-type":[{"value":"0263-5577","type":"print"}],"subject":[],"published":{"date-parts":[[2009,9,25]]}}}