초록

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Abstract ▼ AI-Helper

Quality management is essential for generating a competitive advantage for manufacturing and service firms. The issue of this study is that critical factors for quality management work differently depending on the manufacturing versus service industry. As a result of structural equation analysis,...

Quality management is essential for generating a competitive advantage for manufacturing and service firms. The issue of this study is that critical factors for quality management work differently depending on the manufacturing versus service industry. As a result of structural equation analysis, empirical research shows that business environment is the opportunity to company, and process orientation has the significant effect to customer satisfaction. But customer orientation hasn"t an effect to satisfaction. This result emphasizes the role of detecting and managing the core process. And another important implication is that there is systematic differences between manufacturing and service industry. In manufacturing firms, process orientation has the better effect to customer satisfaction than service industry. But in service industry, the effect from employee management to customer orientation, and from customer orientation to customer satisfaction is bigger than manufacturing organizations. Overall, this study result supports the importance of customer in service industry, and core process role in manufacturing industry.

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