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Trust and quality management: Perspectives from marketing and organisational learning
Högskolan Väst, Avd för företagsekonomi.ORCID iD: 0000-0003-3310-305X
Högskolan Väst, Avd för process- och produktutveckling.
2012 (English)In: Total Quality Management and Business Excellence, ISSN 1478-3363, E-ISSN 1478-3371, Vol. 23, no 1, p. 13-26Article in journal (Refereed) Published
Abstract [en]

In this paper, the concept of trust is elaborated upon and compared with the traditional

values of quality management. Trust is approached from the areas of relationship

marketing and organisational learning where it is a frequent element. The purpose is

to create a framework of trust based on previous research, particularly in the areas of

relationship marketing and organisational learning, and to analyse whether trust

should be regarded as a core value of quality management. Properties of the concept

of trust in quality management, relationship marketing and organisational learning are

described. Concerning trust as a quality value, it is found that dissimilarities with the

current values make it an unsuitable candidate for inclusion in this group. However,

examination of the underlying components of the current values of quality

management is encouraged with the conviction that trust will prove to be an important

element in this endeavour. A tentative framework based on the two dimensions of

aspects of trust and components of the relationshipis proposed. This framework

broadens the view of trust and its implications for quality management. The proposed

framework should be helpful for managers in providing a more structured view of the

different aspects of trust in business relationships.

Place, publisher, year, edition, pages
Oxfordshire, 2012. Vol. 23, no 1, p. 13-26
Keywords [en]
trust; quality management; values; relationship marketing; organisational
National Category
Economics and Business
Research subject
SOCIAL SCIENCE, Business administration; ENGINEERING, Quality management; Work Integrated Learning
Identifiers
URN: urn:nbn:se:lnu:diva-29730DOI: 10.1080/14783363.2011.637794OAI: oai:DiVA.org:lnu-29730DiVA, id: diva2:658351
Available from: 2012-03-16 Created: 2013-10-21 Last updated: 2017-12-06Bibliographically approved

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Lagrosen, Stefan

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CiteExportLink to record
Permanent link

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Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf