TOTAL QUALITY MANAGEMENT (TQM) AS A TOOL FOR SUSTAINABLE CUSTOMER LOYALTY IN A COMPETITIVE ENVIRONMENT: A CRITICAL REVIEW
作者: Rowland E. WorluAnthonia A. AdenijiTolulope M. AtolagbeOdunayo P. Salau
作者单位: 1Covenant University
刊名: Academy of Strategic Management Journal, 2019, Vol.18 (3), pp.1-6
来源数据库: Allied Business Academies
关键词: CustomerLoyaltySatisfactionTotal Quality Management
原始语种摘要: Total Quality Management (TQM) is a set of guiding principles and philosophies that represents the underpinning of an excellent organization. It ensures the survival of firms in the competitive economy. In view of this, this paper seeks to show how the implementation of TQM serves as a precursor to sustainable customer loyalty in the competitive business environment by utilizing the manufacturing industry In Nigeria. A structured approach was used to determine the source of materials for review and reviewed articles were combined to develop propositions in this paper. Based on the literature reviewed, the factors necessary for the satisfactory implementation of TQM were identified and these include; top management commitment, continuous improvement on the product, team-work, training of...
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关键词翻译
关键词翻译
  • TQM 全面质量管理
  • develop 发展
  • expectations 期待的事物
  • customer 用户
  • management 管理
  • competitive 竞争性的
  • sustainable 能保持一定速度的
  • organizational 组织
  • loyalty 忠实
  • economy 经济