Title: From TQM to perceived value: an industrial outlook case study

Authors: Esther Bassil Sleilati

Addresses: Notre Dame University, Main Road, Zouk Mosbeh, Kesrouan, Lebanon

Abstract: This paper aims to detect the impact of TQM on customer perceived value in the Lebanese packaging industry. The methodology used is the qualitative multiple case study technique through in-depth interviews of marketing and quality managers of certified suppliers and purchasing managers of their customers. The findings show that certified suppliers and customers corroborate that quality certifications enhance customer perceived value by improving customer trust, expectations, perceived service quality and customer perceived value. Non-certified customers concur that their suppliers' certification has no effect on the received value; thus, sustains trust, expectations and service quality. All customers believe a higher price results in less value and business discontinuation. The implications of the study are TQM and perceived value are positively and indirectly linked for certified customers only, and higher prices will reduce the received value by all customers. The limitations are the findings must be quantitatively validated in different B2C and B2B frameworks. The originality of this study is being the first to uncover those relationships in Lebanon and expose price as a moderator.

Keywords: total quality management; TQM; perceived value; customer trust; packaging industry; Lebanon; case study.

DOI: 10.1504/IJPSPM.2023.132245

International Journal of Public Sector Performance Management, 2023 Vol.12 No.1/2, pp.99 - 118

Received: 05 Nov 2020
Accepted: 17 Nov 2020
Published online: 14 Jul 2023 *

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