Total quality management, institutional isomorphism and performance: the case of financial services

This article concentrates on the relationship between the number of years that the firms have been implementing total quality management and the impact its practice can have on performance. The literature provides studies revealing that the last firms to introduce total quality management fail partl...

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Bibliographic Details
Published in:The Service industries journal 2004-09, Vol.24 (5), p.103-119
Main Authors: Montes, F.J. Lloréns, Jover, A.J. Verdú
Format: Article
Language:English
Subjects:
Financial services
Performance standards
Quality management
Statistical analysis
Studies
Total quality
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Summary:This article concentrates on the relationship between the number of years that the firms have been implementing total quality management and the impact its practice can have on performance. The literature provides studies revealing that the last firms to introduce total quality management fail partly due to the fact that they imitate the implementation strategy used. Based on a sample of 77 Spanish financial companies, this paper provides evidence of the concept of institutionalisation as a process by which different management practices are generalised. The conclusion reached is that the process differs depending on the moment in which the total quality management system is introduced.
ISSN:0264-2069
1743-9507
DOI:10.1080/0264206042000276865