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Macau Periodical Index (澳門期刊論文索引)
- Author
- Cheong, Sou Peng
- Title
- An empirical study on TQM implementation in public sector services of Macau SAR
- Journal Name
- 澳門研究
- Pub. Info
- Jun. 2006, No.34, pp. 90-99
- Link
- http://library.umac.mo/ebooks/b10271338q.pdf
- Abstract
- Paragraph Headings: 1. Introduction 2. Literature review 2.1. Adoption of TQM and nature of the public sector service 2.2. Service quality and customer satisfaction in public sector 2.3. TQM and management processes 2.3.1. Top management leadership 2.3.2. Quality culture in customer services 2.3.3. Employee job satisfaction and empowerment 2.4. Rationale of the research 2.5. Asuumptions or hupotheses 3. Methodology 4. Results 4.1. Hypothesis testing 5. Discussions