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Trust and quality management: Perspectives from marketing and organisational learning
University West, School of Business, Economics and IT, Division of Business Administration. (LINA)ORCID iD: 0000-0003-3310-305X
University West, Department of Engineering Science, Division of Process and Product Development. (LINA)ORCID iD: 0000-0001-5545-5457
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
2012. Vol. 23, no 1, p. 13-26
Keywords [en]
trust; quality management; values; relationship marketing; organisational
National Category
Business Administration
Research subject
SOCIAL SCIENCE, Business administration; ENGINEERING, Quality management; Work Integrated Learning
Identifiers
URN: urn:nbn:se:hv:diva-4216DOI: 10.1080/14783363.2011.637794ISI: 000302474300002Scopus ID: 2-s2.0-84859899721OAI: oai:DiVA.org:hv-4216DiVA, id: diva2:510565
Available from: 2012-03-16 Created: 2012-03-16 Last updated: 2019-04-26Bibliographically approved

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Lagrosen, StefanLagrosen, Yvonne

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