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A Framework for Quality Improvement in the Transportation Industry

Summary: [This abstract is based on the authors' abstract. A longer abstract is available on the journal's website]

Quality management is an important tool for manufacturing and service firms striving to attain competitive success. However, there has been a lack of basic and applied quality management research in most service industries, including the transportation industry. A survey examines 18 quality practices within this industry and relates them to success elements of transportation quality programs. Multiple linear regression indicated that both strategic and operations initiatives identified from the literature affected the success of the transportation quality programs, indicating that firms should seek to integrate their strategic goals and quality practices to enhance competitive advantage.

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  • Topics: Customer Satisfaction and Value, Human Resources, Quality Management
  • Keywords: Customer service,Human resources (HR),Service sector,Quality management (QM),Logistics,Transportation Industry,Strategic planning
  • Author: Tan, Keah Choon; Wisner, Joel D.
  • Journal: Quality Management Journal