Rhonda K. Reger, Loren T. Gustafson, Samuel M. Demarie, John V. Mullane, Reframing the Organization: Why Implementing Total Quality is Easier Said Than Done, The Academy of Management Review, Vol. 19, No. 3, Special Issue: "Total Quality" (Jul., 1994), pp. 565-584
No takes yet. Share an insight, caveat, or question.
Reger et al. (1994) studied this question.