TQM and innovation in the service industry: analysis of common aspects and their implementation

Abstract

[EN] The increase of competition in local and global market determined the importance of service innovation as a key source support firm’s growth and development. Such a huge economic activity by the service industry involves countless number of organizations, enterprises and firms (education, hospitality, healthcare, retail, social and personal services, financial services, telecommunications, etc.). So sometimes it is difficult to evolve all of them behind the same theory since they have many different features and they deal with many different situations day by day. But what it is common for every company belonging to the service industry (or other one) it’s that to compete well and increase their competitive advantage these organizations need to be providing high quality and innovative services. In this study we will try to build a framework and to link the relationship between TQM practices and Management Innovation. We are aware that the relationship between TQM and innovation is complicated. There are contrary arguments to explain the link existing between them. What it seems clear is that the impact of TQM on innovation depends on both: The type of innovation and the specific quality management elements. After carrying out a multiple case study in different service companies, we analyse the level of application of both practices TQM and Management Innovation in the service industry and the importance they have in these firms. The results show that in fact companies in the sector are aware of the importance of this aspects and how to implement them to distinguish themselves from competitors.