Abstract
Purpose:
In recent years, there has been an increasing interest in sustainability inside the quality field, but so far, the research has been primarily focused on the relationship between sustainability and quality in the manufacturing sector, leaving a gap in the service sector. This research project seeks to bridge this gap.
Methodology:
A systematic literature review (SLR) focusing on quality management and sustainability in the service sector, was conducted using two databases, namely Scopus and Web of Science. A total sample of 32 articles were analysed using descriptive statistics and thematic analysis. The findings were grouped into four themes.
Findings:
The study showed that there is a positive relationship in the service sector between quality initiatives and the three pillars of sustainability; economic, social, and environmental. Regarding the success factors and barriers to sustainability, top management and employee commitment, organizational culture and stakeholder support were identified as the most influential factors to sustainability.
Research limitations/implications:
The results are limited to the categories of service sectors identified in the sample and for the inclusion and exclusion criteria of the sample of articles, which might exclude possible relevant articles to the topic that did not comply with this criterion. The findings and recommendation of the research can be used as a baseline for service industries to drive service quality and sustainability across the sector.
Originality/Value:
The findings from this study contribute to the literature of sustainability and quality by providing new insights about the relationship between these two concepts in the service industry and fill the existing gap in the literature about this relationship in services
In recent years, there has been an increasing interest in sustainability inside the quality field, but so far, the research has been primarily focused on the relationship between sustainability and quality in the manufacturing sector, leaving a gap in the service sector. This research project seeks to bridge this gap.
Methodology:
A systematic literature review (SLR) focusing on quality management and sustainability in the service sector, was conducted using two databases, namely Scopus and Web of Science. A total sample of 32 articles were analysed using descriptive statistics and thematic analysis. The findings were grouped into four themes.
Findings:
The study showed that there is a positive relationship in the service sector between quality initiatives and the three pillars of sustainability; economic, social, and environmental. Regarding the success factors and barriers to sustainability, top management and employee commitment, organizational culture and stakeholder support were identified as the most influential factors to sustainability.
Research limitations/implications:
The results are limited to the categories of service sectors identified in the sample and for the inclusion and exclusion criteria of the sample of articles, which might exclude possible relevant articles to the topic that did not comply with this criterion. The findings and recommendation of the research can be used as a baseline for service industries to drive service quality and sustainability across the sector.
Originality/Value:
The findings from this study contribute to the literature of sustainability and quality by providing new insights about the relationship between these two concepts in the service industry and fill the existing gap in the literature about this relationship in services
| Original language | English |
|---|---|
| Publication status | Published - 31 Aug 2023 |
| Event | 26th Excellence in Services International Conference - University of the West of Scotland Paisley Campus, Paisley, United Kingdom Duration: 31 Aug 2023 → 1 Sept 2023 https://www.emeraldgrouppublishing.com/journal/tqm/26th-excellence-services-international-conference |
Conference
| Conference | 26th Excellence in Services International Conference |
|---|---|
| Abbreviated title | EISIC 2023 |
| Country/Territory | United Kingdom |
| City | Paisley |
| Period | 31/08/23 → 1/09/23 |
| Internet address |
Keywords
- sustainability
- quality management
- service sector
- critical success factors
- barriers