Infrastructure and core QM, human resource results and customer satisfaction: The case of Iranian auto-industry part suppliers

Abstract

Although the contribution of the employees in making TQM succeed is evident, few human resource results indicators are investigated on. Most of the studies focused on employee satisfaction. The attempt is made in this study to examine the relation between the two main categories of QM practices and some new human resource results indicators extracted from strategic human resources literature. The association between HR results and customer satisfaction are investigated as well. Here 191 part suppliers in Iranian auto-industry are the subjects of the study. The research model is verified through PLS. The findings indicate that the association of infrastructure QM and HR results is positive and significant; the same is not true with core QM. Moreover, there is no significant relation between HR results and customer satisfaction.