In this paper, we analyze the differences between product and process quality improvement and suggest that the effectiveness of each type of quality improvement is facilitated by distinctive organizational contexts. Specifically, the level of organizational social capital and the richness of communication media are significant determinants of a successful quality improvement approach. Moreover, certain combinations of social capital and media may best fit with either product or process quality improvement. We discuss the possibility of constructing an organizational context that facilitates both types of quality improvement and call for future research to investigate this issue.
Gong, Baiyun; Hoyte, David S.; and Greenwood, Regina A.
"The Impact Of Media Choice And Social Capital On Quality Improvement,"
Journal of the North American Management Society: Vol. 10:
1, Article 1.
Available at: https://thekeep.eiu.edu/jnams/vol10/iss1/1