Influence of Quality Management on the Innovative Performance

Fernandes, António Augusto Cabral Marques; Lourenço, Luís António Nunes; Silva, Maria José Aguilar Madeira

doi:10.7819/rbgn.v16i53.1304

ABSTRACT

The relationship between total quality management (TQM) and innovation has been studied in several investigations. However, there is some disagreement among the researchers. Many authors suggest that the impact of TQM on innovation depends both on the TQM dimensions considered and on the type of innovation. This paper aims at identifying elements of TQM as determinants of innovation outputs of organizations. The conceptual model proposed considers 8 TQM variables (leadership; customer focus; involvement and development of people; management by processes; continuous improvement; relations with suppliers; measuring results; product design) as factors that can have impact on 6 innovation outputs (research, development and technological innovation; product innovation; process innovation; organizational innovation; management innovation; marketing innovation). This study is based on empirical data collected through a questionnaire answered by 218 ISO 9001:2008 certified organizations. Generally, it is possible to conclude that the adoption of TQM principles plays a key role in innovation activities. The investigation has interesting practical implications practice. Therefore, the adoption of certain organizational principles can encourage the development of innovation.

Key words:
Quality; Total quality management; Innovation performance

RESUMO

Embora muitos trabalhos de investigação tenham estudado a relação entre a gestão pela qualidade total (GQT) e a inovação, as conclusões não são totalmente concordantes mantendo-se alguma controvérsia. Muitos autores sugerem que o impacto da GQT na inovação depende tanto das dimensões da GQT consideradas como do tipo de inovação. Este artigo visa identificar elementos da GQT como fatores determinantes do desempenho inovador das organizações. O modelo conceptual proposto considera 8 princípios da GQT (liderança; focalização no cliente; envolvimento e desenvolvimento de pessoas; gestão por processos; melhoria contínua; relações com fornecedores; resultados de medição; design de produtos) como fatores determinantes no desempenho inovador das organizações, medido através de 6 variáveis (I & D e inovação tecnológica; inovação do produto; inovação do processo; inovação organizacional; inovação na gestão; inovação de marketing). Foram usados dados recolhidos através de um questionário totalmente desenvolvido no âmbito deste trabalho e respondido por 218 organizações certificadas de acordo com a norma ISO 9001:2008. Para determinar o impacto da GQT no desempenho inovador da organização, foram construídos modelos de regressão linear múltipla. Concluiu-se com o estudo que a prática de revisão contínua dos processos da organização fomenta o desempenho inovador em formas de manifestação das atividades inovadoras realizadas pelas organizações. A investigação revela-se importante em termos práticos. A adoção de determinados princípios organizacionais pode encorajar o desenvolvimento de inovação.

Palavras-chave:
Qualidade; Gestão pela qualidade total; Desempenho inovador

RESUMEN

Aunque muchas investigaciones han estudiado la relación entre gestión de calidad total (GCT) e innovación, las conclusiones no son plenamente concordantes manteniéndose cierta controversia. Muchos autores sugieren que el impacto de la GCT en la innovación depende de las dimensiones de la GCT consideradas, bien como del tipo de innovación. Este artículo tiene como objetivo identificar los elementos fundamentales de la GCT como factores determinantes para el desempeño innovador de las organizaciones. El modelo conceptual propuesto considera ocho principios de la GCT (liderazgo, orientación al cliente, participación y desarrollo de las personas, gestión de procesos, mejora continua, relaciones con los proveedores, resultados de la medición, diseño de productos) como factores sustanciales para determinar el desempeño innovador de las organizaciones, medido por seis variables (I + D e innovación tecnológica, innovación del producto, innovación del proceso, innovación organizacional, gestión de la innovación, innovación de marketing). Hemos utilizado los datos recogidos a través de un cuestionario original, completamente elaborado en el ámbito del presente trabajo y al cual respondieron 218 organizaciones certificadas según la norma ISO 9001:2008. Los resultados cimientan las indicaciones de la literatura mostrando que los diferentes principios de GCT tienen también diferente impacto en el desempeño innovador. La investigación resulta importante en términos prácticos al mostrar que la adopción de ciertos principios de organización puede fomentar el desarrollo de la innovación.

Palabras clave:
Calidad; Gestión de la calidad total; Desempeño innovador

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REFERÊNCIAS

ABRUNHOSA, A.; SÁ, P. M. Are TQM principles supporting innovation in the portuguese footwear industry? Technovation, Ottawa, v. 28, n. 4, p. 208-221, Apr. 2008.
BANNETT, R. C.; COOPER, R. C. The misuse of marketing: an american tragedy. Business Horizons, Bloomington, v. 24, n. 6, p. 51-61, Nov./Dec. 1981.
CAMISÓN, C., & VILLAR-LÓPEZ, A. Organizational innovation as an enabler of technological innovation capabilities and firm performance. Journal of Business Research, New York, v. 67, n. 1, p. 2891-2902, Jan. 2014.
COOPER, R. G.; KLEINSCHMIDT, E. J. New products: the key factors in success. Chicago: American Marketing Association, 1990.
COVIN, J. G.; MILES, M. P. Corporate entrepreneurship and the pursuit of competitive advantage. Entrepreneurship Theory and Practice, Texas, v. 23, n. 3, p. 47-63, Spring 1999.
CURRY, A.; KADASAH, N. Focusing on key elements of TQM: evaluation for sustainability. The TQM Magazine, Bradford, v. 14, n. 4, p. 207-221, 2002.
DALE, B.G.; WIELE, T.; IWAARDEN, J. Managing Quality, 5th ed. Malden: Blackwell, 2007.
EVANS, J. R.; WILLIAM, M. L. The management and control of quality, 6th ed. Mason, OH: South-Western; London: Thomson Learning, 2004.
FENG, J. et al. The impact of TQM practices on performance: A comparative study between Australian and Singaporean organizations. European Journal of Innovation Management, Bradford, v. 9, n. 3, p. 269-278, 2006.
FERNANDES, A.; FELGUEIRA, T.; LOURENÇO, L. Quality, entrepreneurial orientation and performance: an exploratory study. In: TOULON-VERONA CONFERENCE “EXCELLENCE IN SERVICES”, 13., 2010, Coimbra. Proceedings... Coimbra: Universidade de Coimbra, 2010.
FERNANDES, A.; LOURENÇO, L. Quality, innovation and performance: an exploratory study. In: ECEC - EUROPEAN CONCURRENT ENGINEERING CONFERENCE, 2011, London, UK. Proceedings… Ostend, BE: EUROSIS-ETI, 2011.
FERNANDES, A.; LOURENÇO, L.; SILVA, M. J. Exploring the synergy between total quality management and innovation. In: EUROPEAN CONFERENCE ON INNOVATION AND ENTREPRENEURSHIP, 6., 2011, Aberdeen, Scotland, UK. Proceedings… Berkshire: ACPI, 2011.
FORNELL, C.; CHA, J. Partial least squares. In: BAGOZZI, R. P. (Ed). Advanced methods of marketing. Oxford: Blackwell Publishers, 1994.
FUENTES, M. M. F.; MONTES, F. J. L.; FERNANDEZ, L.M. M.. Total quality management, strategic orientation and organizational performance: the case of Spanish companies. Total Quality Management & Business Excellence, Abingdon, v. 17, n. 13, p. 303-323, Apr. 2006.
GONZÁLEZ-ÁLVAREZ, N.; NIETO-ANTOLÍN, M. Appropriability of innovation results: an empirical study in Spanish manufacturing firms. Techovation, Ottawa, v. 27, n. 5, p. 280-295, May 2007.
HAIR, J. F. et al. Multivariate data analysis, 7th ed. Upper Saddle River: Prentice Hal, 2006.
HAN, J. K. KIM, N.; SRIVASTAVA, R. K. Market orientation and innovation performance: Is innovation a missing link. Journal of Marketing, Chicago, v. 62, n. 4, p. 30- 45, 1998.
HAN, S. B.; CHEN, S. K.; EBRAHIMPOUR, M. The impact of ISO 9000 on TQM and business performance. The Journal of Business and Economic Studies, Oakdale, v. 13, n. 2, p. 1- 25, Fall 2007.
HOANG, D. T.; IGEL, B.; LAOSIRIHONGTHONG, T. The impact of total quality management on innovation: findings from a developing country. The International Journal of Quality & Reliability Management, Bradford, v. 23, n. 9, p. 1092- 1117, 2006.
HUNG, H. Influence of the environment on innovation of performance of TQM. Total Quality Management & Business Excellence, Abingdon, v. 18, n. 7, p. 715- 730, Sept. 2007.
HUNG, R. Y. et al. Knowledge as a facilitator for enhancing innovation performance through total quality management. Total Quality Management & Business Excellence, Abingdon, v. 21, n. 4, p. 425-438, Apr. 2010.
KANGI, G. K.; WALLACE, W. Business excellence through customer satisfaction. Total Quality Management & Business Excellence, Abingdon, v. 11, n. 7, p. 979-998, Sept. 2000.
KEATHLEY, J.; OWENS, T. Putting Quality Tools to Work for Innovation. ASQ World Conference on Quality and Improvement, St. Louis, MO, v. 64, n. 0, p. 1-9, May 2010.
LENKA, U.; SUAR, D. A holistic model of total quality management in services. IUP Journal of Management Research, Hyderabad, v. 7, n. 3, p. 56-72, Mar.2008.
LIAO, S.; CHANG, W.; WU, C. Exploring TQM-Innovation relationship in continuing education: a system architecture and propositions, Total Quality Management & Business Excellence, Abingdon, v. 21, n. 11, p. 1121- 1139, Nov. 2010.
MCADAM, R. Knowledge creation and idea generation: a critical quality perspective. Technovation, Ottawa, v. 24, n. 9, p. 697-705, Sept. 2004.
MUSHTAQ, N.; PENG, W. W.; LIN, S. K. Exploring the lost link between TQM, innovation and organization financial performance through non financial measures. International Proceedings of Economics Development and Research, Singapore, v. 14, p. 27-33, 2011.
NIJHOF, A.; KRABBENDAM, K.; LOOISE, J. C. Innovation through exemptions: building upon the existing creativity of employees. Technovation, Ottawa, v. 22, n. 11, p. 675-683, Nov. 2002.
NISHIGUSHI, T. Strategic industrial sourcing: the Japanese advantage. New York: Oxford University Press, 1994.
OECD. Oslo Manual: guidelines for collecting and interpreting innovation data. 3^rd ed. Paris, 2005.
PERDOMO-ORTIZ, J.; GONZÁLEZ-BENITO, J.; GALENDE, J. Total quality management as a forerunner of business innovation capability.Technovation, Ottawa, v. 26, n. 10, p. 1170-1185, Oct. 2006.
PERDOMO-ORTIZ, J.; GONZÁLEZ-BENITO, J.; GALENDE, J.. The intervening effect of business innovation capability on the relationship between total quality management and technological innovation. International Journal of Production Research, Saint-Etienne, v. 47, n. 18, p. 5087-5107, 2009a.
PERDOMO-ORTIZ, J.; GONZÁLEZ-BENITO, J.; GALENDE, J. An analysis of the relationship between total quality management based human resource management practices and innovation. International Journal of Production Research, Saint-Etienne, v. 20, n. 5, p. 1191-1218, 2009b.
PINHO, J. C. TQM and performance in small medium enterprises: the mediating effect of customer orientation and innovation. The International Journal of Quality and Reliability Management, Bradford, v. 25, n. 3, p. 256-275, 2008.
POHLMANN, M. The evolution of innovation: cultural backgrounds and the use of innovation models. Technology Analysis and Strategic Management, Abingdon, v. 17, n. 1, p. 9-19, Mar. 2005.
PRAJOGO, D. I.; HONG, S. W. The effect of TQM on performance in R&D environments: a perspective from South Korean firms.Technovation, Ottawa, v. 28, n. 12, p. 855-863, Dec. 2008.
PRAJOGO, D. I; SOHAL, A. S.; TQM and innovation: a literature review and research framework. Technovation, Ottawa, v. 21, n. 9, p. 539-558, Sept. 2001.
PRAJOGO, D. I; SOHAL, A. S.. The relationship between TQM practices, quality performance, and innovation performance. The International Journal of Quality & Reliability Management, Bradford, v. 20, n. 8-9, p. 901-918, 2003.
PRAJOGO, D. I; SOHAL, A. S.. The multidimensionality of TQM practices in determining quality and innovation performance: an empirical examination. Technovation, Ottawa, v. 24, n. 6, p. 443-453, June 2004a.
PRAJOGO, D. I; SOHAL, A. S.. Transitioning from total quality management to total innovation management: Australian case. The International Journal of Quality & Reliability Management, Bradford, v. 21, n. 8, p. 861-875, 2004b.
PRAJOGO, D. I; SOHAL, A. S.. The relationship between organization strategy, total quality management (TQM), and organization performance: the mediating role of TQM. European Journal of Operational Research, Amsterdam, v. 168, n. 1, p. 35-50, Jan. 2006a.
PRAJOGO, D. I; SOHAL, A. S.. The integration of TQM and technology/R&D management in determining quality and innovation performance. Omega, Philadelphia, v. 34, n. 3, p. 296-312, June 2006b.
SARAIVA, P.; OREY, J. Inovação e qualidade, Porto: Principia, 1999.
SATISH, K. P.; SRINIVASAN, R. Total quality management and innovation performance: an empirical study on the interrelationships and effects. South Asian Journal of management, New Delhi, v. 17, n. 3, p. 8- 22, July/Sept. 2010.
SILA, I.; EBRAHIMPOUR, M. An investigation of the total quality management survey based research published between1989 and 2000. The International Journal of Quality & Reliability Management, Bradford, v. 19, n. 6-7, p. 902-970, 2002.
SINGH, P. J.; SMITH, A. J. R. Relationship between TQM and innovation: an empirical study. Journal of Manufacturing Technology Management, Bradford, v. 15, n. 5, p. 394-401, 2004.
TALIB, F.; RAHMAN, Z. Critical success factors of TQM in service organizations: a proposed model. Journal of Services Marketing Quarterly, Binghamton, v. 31, n. 3, p. 363-380, July 2010.
VÁSQUEZ, R.; SANTOS, M. L.; ÁLVAREZ, L. I. Market orientation, innovation and competitive strategies in industrial firms. Journal of Strategic Marketing, London, v. 9, n. 1, p. 69-90, Mar. 2001.
VIJANDE, M. L. S.; GONZÁLEZ, L. I. A. Efectos de la gestión de calidad total en la transformación en la innovación tecnológica y administrativa. Cuadernos de Economia y Dirección de la Empresa, Madrid, v. 11, n. 37, p. 33-66, Dec. 2008.
VIJANDE, M. L. S.; GONZÁLEZ, L. I. A. TQM`s contribution to marketing implementation and firm`s competitiveness.Total Quality Management and Business Excellence, Abingdon, v. 20, n. 2, p. 171-196, Feb. 2009.
ZAIRI, M. Innovation or innovativeness? Results of a benchmarking study. Total Quality Management and Business Excellence, Abingdon, v. 5, n. 3, p. 27-44, July 1994.

4
Evaluation process: Double Blind Review

Publication Dates

Publication in this collection
Oct-Dec 2014

History

Received
13 Apr 2012
Accepted
18 Nov 2014

Este é um artigo publicado em acesso aberto sob uma licença Creative Commons

[1] ABRUNHOSA, A.; SÁ, P. M. Are TQM principles supporting innovation in the portuguese footwear industry? Technovation, Ottawa, v. 28, n. 4, p. 208-221, Apr. 2008.

[2] BANNETT, R. C.; COOPER, R. C. The misuse of marketing: an american tragedy. Business Horizons, Bloomington, v. 24, n. 6, p. 51-61, Nov./Dec. 1981.

[3] CAMISÓN, C., & VILLAR-LÓPEZ, A. Organizational innovation as an enabler of technological innovation capabilities and firm performance. Journal of Business Research, New York, v. 67, n. 1, p. 2891-2902, Jan. 2014.

[4] COOPER, R. G.; KLEINSCHMIDT, E. J. New products: the key factors in success. Chicago: American Marketing Association, 1990.

[5] COVIN, J. G.; MILES, M. P. Corporate entrepreneurship and the pursuit of competitive advantage. Entrepreneurship Theory and Practice, Texas, v. 23, n. 3, p. 47-63, Spring 1999.

[6] CURRY, A.; KADASAH, N. Focusing on key elements of TQM: evaluation for sustainability. The TQM Magazine, Bradford, v. 14, n. 4, p. 207-221, 2002.

[7] DALE, B.G.; WIELE, T.; IWAARDEN, J. Managing Quality, 5th ed. Malden: Blackwell, 2007.

[8] EVANS, J. R.; WILLIAM, M. L. The management and control of quality, 6th ed. Mason, OH: South-Western; London: Thomson Learning, 2004.

[9] FENG, J. et al. The impact of TQM practices on performance: A comparative study between Australian and Singaporean organizations. European Journal of Innovation Management, Bradford, v. 9, n. 3, p. 269-278, 2006.

[10] FERNANDES, A.; FELGUEIRA, T.; LOURENÇO, L. Quality, entrepreneurial orientation and performance: an exploratory study. In: TOULON-VERONA CONFERENCE “EXCELLENCE IN SERVICES”, 13., 2010, Coimbra. Proceedings... Coimbra: Universidade de Coimbra, 2010.

[11] FERNANDES, A.; LOURENÇO, L. Quality, innovation and performance: an exploratory study. In: ECEC - EUROPEAN CONCURRENT ENGINEERING CONFERENCE, 2011, London, UK. Proceedings… Ostend, BE: EUROSIS-ETI, 2011.

[12] FERNANDES, A.; LOURENÇO, L.; SILVA, M. J. Exploring the synergy between total quality management and innovation. In: EUROPEAN CONFERENCE ON INNOVATION AND ENTREPRENEURSHIP, 6., 2011, Aberdeen, Scotland, UK. Proceedings… Berkshire: ACPI, 2011.

[13] FORNELL, C.; CHA, J. Partial least squares. In: BAGOZZI, R. P. (Ed). Advanced methods of marketing. Oxford: Blackwell Publishers, 1994.

[14] FUENTES, M. M. F.; MONTES, F. J. L.; FERNANDEZ, L.M. M.. Total quality management, strategic orientation and organizational performance: the case of Spanish companies. Total Quality Management & Business Excellence, Abingdon, v. 17, n. 13, p. 303-323, Apr. 2006.

[15] GONZÁLEZ-ÁLVAREZ, N.; NIETO-ANTOLÍN, M. Appropriability of innovation results: an empirical study in Spanish manufacturing firms. Techovation, Ottawa, v. 27, n. 5, p. 280-295, May 2007.

[16] HAIR, J. F. et al. Multivariate data analysis, 7th ed. Upper Saddle River: Prentice Hal, 2006.

[17] HAN, J. K. KIM, N.; SRIVASTAVA, R. K. Market orientation and innovation performance: Is innovation a missing link. Journal of Marketing, Chicago, v. 62, n. 4, p. 30- 45, 1998.

[18] HAN, S. B.; CHEN, S. K.; EBRAHIMPOUR, M. The impact of ISO 9000 on TQM and business performance. The Journal of Business and Economic Studies, Oakdale, v. 13, n. 2, p. 1- 25, Fall 2007.

[19] HOANG, D. T.; IGEL, B.; LAOSIRIHONGTHONG, T. The impact of total quality management on innovation: findings from a developing country. The International Journal of Quality & Reliability Management, Bradford, v. 23, n. 9, p. 1092- 1117, 2006.

[20] HUNG, H. Influence of the environment on innovation of performance of TQM. Total Quality Management & Business Excellence, Abingdon, v. 18, n. 7, p. 715- 730, Sept. 2007.

[21] HUNG, R. Y. et al. Knowledge as a facilitator for enhancing innovation performance through total quality management. Total Quality Management & Business Excellence, Abingdon, v. 21, n. 4, p. 425-438, Apr. 2010.

[22] KANGI, G. K.; WALLACE, W. Business excellence through customer satisfaction. Total Quality Management & Business Excellence, Abingdon, v. 11, n. 7, p. 979-998, Sept. 2000.

[23] KEATHLEY, J.; OWENS, T. Putting Quality Tools to Work for Innovation. ASQ World Conference on Quality and Improvement, St. Louis, MO, v. 64, n. 0, p. 1-9, May 2010.

[24] LENKA, U.; SUAR, D. A holistic model of total quality management in services. IUP Journal of Management Research, Hyderabad, v. 7, n. 3, p. 56-72, Mar.2008.

[25] LIAO, S.; CHANG, W.; WU, C. Exploring TQM-Innovation relationship in continuing education: a system architecture and propositions, Total Quality Management & Business Excellence, Abingdon, v. 21, n. 11, p. 1121- 1139, Nov. 2010.

[26] MCADAM, R. Knowledge creation and idea generation: a critical quality perspective. Technovation, Ottawa, v. 24, n. 9, p. 697-705, Sept. 2004.

[27] MUSHTAQ, N.; PENG, W. W.; LIN, S. K. Exploring the lost link between TQM, innovation and organization financial performance through non financial measures. International Proceedings of Economics Development and Research, Singapore, v. 14, p. 27-33, 2011.

[28] NIJHOF, A.; KRABBENDAM, K.; LOOISE, J. C. Innovation through exemptions: building upon the existing creativity of employees. Technovation, Ottawa, v. 22, n. 11, p. 675-683, Nov. 2002.

[29] NISHIGUSHI, T. Strategic industrial sourcing: the Japanese advantage. New York: Oxford University Press, 1994.

[30] OECD. Oslo Manual: guidelines for collecting and interpreting innovation data. 3^rd ed. Paris, 2005.

[31] PERDOMO-ORTIZ, J.; GONZÁLEZ-BENITO, J.; GALENDE, J. Total quality management as a forerunner of business innovation capability.Technovation, Ottawa, v. 26, n. 10, p. 1170-1185, Oct. 2006.

[32] PERDOMO-ORTIZ, J.; GONZÁLEZ-BENITO, J.; GALENDE, J.. The intervening effect of business innovation capability on the relationship between total quality management and technological innovation. International Journal of Production Research, Saint-Etienne, v. 47, n. 18, p. 5087-5107, 2009a.

[33] PERDOMO-ORTIZ, J.; GONZÁLEZ-BENITO, J.; GALENDE, J. An analysis of the relationship between total quality management based human resource management practices and innovation. International Journal of Production Research, Saint-Etienne, v. 20, n. 5, p. 1191-1218, 2009b.

[34] PINHO, J. C. TQM and performance in small medium enterprises: the mediating effect of customer orientation and innovation. The International Journal of Quality and Reliability Management, Bradford, v. 25, n. 3, p. 256-275, 2008.

[35] POHLMANN, M. The evolution of innovation: cultural backgrounds and the use of innovation models. Technology Analysis and Strategic Management, Abingdon, v. 17, n. 1, p. 9-19, Mar. 2005.

[36] PRAJOGO, D. I.; HONG, S. W. The effect of TQM on performance in R&D environments: a perspective from South Korean firms.Technovation, Ottawa, v. 28, n. 12, p. 855-863, Dec. 2008.

[37] PRAJOGO, D. I; SOHAL, A. S.; TQM and innovation: a literature review and research framework. Technovation, Ottawa, v. 21, n. 9, p. 539-558, Sept. 2001.

[38] PRAJOGO, D. I; SOHAL, A. S.. The relationship between TQM practices, quality performance, and innovation performance. The International Journal of Quality & Reliability Management, Bradford, v. 20, n. 8-9, p. 901-918, 2003.

[39] PRAJOGO, D. I; SOHAL, A. S.. The multidimensionality of TQM practices in determining quality and innovation performance: an empirical examination. Technovation, Ottawa, v. 24, n. 6, p. 443-453, June 2004a.

[40] PRAJOGO, D. I; SOHAL, A. S.. Transitioning from total quality management to total innovation management: Australian case. The International Journal of Quality & Reliability Management, Bradford, v. 21, n. 8, p. 861-875, 2004b.

[41] PRAJOGO, D. I; SOHAL, A. S.. The relationship between organization strategy, total quality management (TQM), and organization performance: the mediating role of TQM. European Journal of Operational Research, Amsterdam, v. 168, n. 1, p. 35-50, Jan. 2006a.

[42] PRAJOGO, D. I; SOHAL, A. S.. The integration of TQM and technology/R&D management in determining quality and innovation performance. Omega, Philadelphia, v. 34, n. 3, p. 296-312, June 2006b.

[43] SARAIVA, P.; OREY, J. Inovação e qualidade, Porto: Principia, 1999.

[44] SATISH, K. P.; SRINIVASAN, R. Total quality management and innovation performance: an empirical study on the interrelationships and effects. South Asian Journal of management, New Delhi, v. 17, n. 3, p. 8- 22, July/Sept. 2010.

[45] SILA, I.; EBRAHIMPOUR, M. An investigation of the total quality management survey based research published between1989 and 2000. The International Journal of Quality & Reliability Management, Bradford, v. 19, n. 6-7, p. 902-970, 2002.

[46] SINGH, P. J.; SMITH, A. J. R. Relationship between TQM and innovation: an empirical study. Journal of Manufacturing Technology Management, Bradford, v. 15, n. 5, p. 394-401, 2004.

[47] TALIB, F.; RAHMAN, Z. Critical success factors of TQM in service organizations: a proposed model. Journal of Services Marketing Quarterly, Binghamton, v. 31, n. 3, p. 363-380, July 2010.

[48] VÁSQUEZ, R.; SANTOS, M. L.; ÁLVAREZ, L. I. Market orientation, innovation and competitive strategies in industrial firms. Journal of Strategic Marketing, London, v. 9, n. 1, p. 69-90, Mar. 2001.

[49] VIJANDE, M. L. S.; GONZÁLEZ, L. I. A. Efectos de la gestión de calidad total en la transformación en la innovación tecnológica y administrativa. Cuadernos de Economia y Dirección de la Empresa, Madrid, v. 11, n. 37, p. 33-66, Dec. 2008.

[50] VIJANDE, M. L. S.; GONZÁLEZ, L. I. A. TQM`s contribution to marketing implementation and firm`s competitiveness.Total Quality Management and Business Excellence, Abingdon, v. 20, n. 2, p. 171-196, Feb. 2009.

[51] ZAIRI, M. Innovation or innovativeness? Results of a benchmarking study. Total Quality Management and Business Excellence, Abingdon, v. 5, n. 3, p. 27-44, July 1994.

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