The series "Advances in the Management of Organizational Quality" is designed to stimulate thinking on quality-related issues and to facilitate bringing quality into the mainstream of organizational effectiveness. This volume spans a broad range of topics from the transference of quality practices across multinational boundaries to the role of performance feedback systems in achieving quality-based objectives. The papers push the boundaries of traditional conceptualizations of quality and shed new light on important topics.
List of contributors. Preface (D.B. Fedor, S. Ghosh). Quality, productivity and complexity: designing firms to ride the waves and shoot the rapids of turbulent competition (C.A. Lengnick-Hall). TQM from a systems feedback perspective (M.M. Greller). A multilevel examination of reward and recognition in the total quality organization (S.B. Knouse). The role of culture in the globalization of TQM programs in MNCs (M. Harvey et al.). Customer service citizenship behavior: bridging the employee-customer relationship (B.J. Vaughan, R.W. Renn). US policy deployment: a discussion of US implementations of Hoshin Kanri (G.S. Easton, S.L. Jarrell). The role of information and analysis in organizational quality improvement (R.B. Handfield et al.).