A Comparative Assessment of Quality Management Practices in Manufacturing Firms and Service Firms: A Repeated Cross-Sectional Analysis
基于1991-2006年申请马尔科姆·鲍德里奇国家质量奖的351家企业数据，对比制造业与服务业在质量管理实践上的差异，发现两者在人力资源开发与管理、顾客关注与满意度方面存在显著不同。
There are significant structural differences between the manufacturing and service sectors at the firm level, but quality management research has not yet identified similarities or differences in the quality management practices of these two sectors. This study examined 15 years of repeated cross-sectional data for manufacturing firms and service firms that applied to the Malcolm Baldrige National Quality Award between 1991 and 2006. Based on contingency theory, we looked for differences between manufacturing firms and service firms in their implementation of quality management. More specifically, we looked for differences between the two sectors in scores on the Baldrige criteria, using 351 observations from both industry sectors. We found significant differences between manufacturing firms and service firms in two quality management practices: <italic xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink">human resource development and management</i> , and <italic xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink">customer focus and satisfaction</i> . We also found significant differences between manufacturing firms and service firms in the relationship between the Baldrige criteria and organizational quality outcomes.