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Service quality orientation: an approach to diffusing mindfulness in SMEs
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- 자료유형학술지논문
- 저자명Owusu-Frimpong, N.,Nwankwo, S.
- 학회/출판사/기관명Emerald Group Publishing Limited
- 출판년도2012
- 언어영어
- 학술지명/학위논문주기The International journal of quality & reliability management
- 발행사항Vol.29No.6[2012]_x000D_
- ISBN/ISSN0265-671X
- 소개/요약Purpose – The purpose of this paper is to connect mindfulness with service quality constructs and apply the resultant framework, service-mindful orientation (SMO), to the analysis of strategic perspectives and philosophical orientations of small to medium-sized enterprises (SMEs) in Ghana towards service quality management. Design/methodology/approach – This study employed both qualitative and quantitative data collection methods: face-to-face interview for the purpose of illuminating inter-subjective discourses of quality orientation; and questionnaire method that enabled parametric testing of key variables and relationships on 60 service and manufacturing SMEs. Findings – The paper finds conceptual synergy between conventional measures of mindfulness and service-quality, resulting in the SMO framework. When this framework is applied to gauge strategic orientations, tensions became evident in both the conceptualisation and operationalisation. That an organisation is quality-minded does not mean that it is quality mindful. Whilst there are subtle differences between manufacturing and service SME groups used in the study, both share a basic commonality in their muddled, cluttered and sometimes confusing approaches to service-mindful orientation. Research limitations/implications – The concept of SMO is yet to be fully developed to deliver generalisable measures and outcomes. There is certainly a need to advance the treatment to attain theoretic saturation. Also, the sample and design of the study should be seen from the exploratory learning and may be less-than robust for stable generalizations. Practical implications – There are, potentially, far-reaching implications arising from this paper. Conceptually, SMO is introduced, not in any taxonomical manner, but as a robust platform within which to analyse, measure and evaluate the futurism of SMEs in terms of success-readiness and stability. Practically, the battery of measures embodied within SMO are likely to provide the fillip for internal self-assessments of how ready an individual SME or clusters would be in facing up to both their strategic and operational challenges relating to service-quality management. Originality/value – By introducing mindfulness from the realm of cognitive science into the domain of service quality, this paper extends the theoretic and discursive dimensions of quality management.
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