Summary
The purpose of this research is to examine the impact of Customer Value and Total Quality Management on organizational performance as viable strategies towards effectively and efficiently satisfying customer's demands whilst achieving organizational goals. The constructs of Customer Value and Total Quality Management will be defined and developed followed by an examination of the relational nature and theoretical differences between them. Each construct's impact on organizational performance will also be examined followed by an empirical analysis of a sample population. The samples were drawn from Vietnam and the Philippines Suggestions for future follow-up work to be carried out with local business owners and consumers in the Bahamas to determine the relative worth of Superior Quality and Customer Value, towards satisfying customer's demands and achieving organizational goals is suggested.
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Extract
Total Quality Management & Customer Value Focus: Organizational Performance Impact in Vietnam and the Philippines
INTRODUCTION
Organizations should place greater emphasis on superior quality as a critical component of customer value towards satisfying customer's demands and achieving organizational goals. According to Johnson and Weinstein; "the battle for customers in the 1980s was won or lost based on quality alone. As TQM (total quality management) becam...See the full content of this document
(Copyright 2011)
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