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Item type:Publication, Quality in Peruvian Service Companies in the Context of COVID-19(Growing Science, 2023-11-03)The motivation of this study is to provide empirical evidence of service companies’ performance regarding nine dimensions in a total quality management model during the COVID-19 pandemic. The nine dimensions highlight strategic company activities, and it allows a comparative analysis of the overall effect of having a QMS such as ISO 9001:2015 on Peruvian service companies. A total of 630 Peruvian service companies were surveyed for this study. The questionnaire included 35 Likert-scale items that were further classified into nine (9) dimensions. The Mann-Whitney U test was used to estimate any significant differences between the ISO 9001 certified and non-certified companies. Our findings showed that the performance of ISO 9001:2015 certified companies was significantly higher than that of non-certified companies in all dimensions. Moreover, our findings showed that managers in ISO 9001:2015 certified companies effectively implemented the nine dimensions of the model. The originality of this study lies in proving the positive effect of having a QMS in service companies in a context of slow economic growth and decline of consumer demand such as the COVID-19 pandemic. The findings might encourage service companies, especially those in developing countries, to allocate the necessary resources to obtain a QMS such as the ISO 9001:2015. - Some of the metrics are blocked by yourconsent settings
Item type:Publication, The role of soft and hard TQM practices on stakeholder management: A SEM-ANN approach(Taylor & Francis, 2026-01-01)Total quality management (TQM) remains a vital approach in evaluating and improving organizational processes. However, limited research has addressed the link between TQM practices and stakeholder management. In this context, this study uniquely integrates stakeholder theory to examine the synergistic effects of soft and hard TQM practices on stakeholder management using a hybrid SEM-ANN approach, and compares how these relationships vary significantly between companies with ISO 9001:2015 certification and those without it. Data were collected from 347 goods and services companies in Peru. Estimation results show that the adoption of soft and hard TQM practices is positively associated with effective stakeholder management. Furthermore, the results revealed that the relationship between hard TQM practices and stakeholder management is significantly higher for ISO 9001:2015 certified companies than non-certified companies. In contrast, no significant differences were observed between ISO 9001:2015 certified and non-certified companies regarding the relationship between soft TQM practices and stakeholder management. Based on the results, tailored TQM strategies were designed to improve stakeholder management based on soft and hard TQM practices. Overall, the study offers actionable guidance for practitioners seeking to implement TQM and strengthen stakeholder management.