Lillian Y. Fok

Exploring the relationship between total quality management and information systems development

This study examines a series of relationships between total quality management (TQM) and information systems (IS) development. Specifically, we consider whether organizations which have more fully adopted TQM will be different in their approaches to IS development. Our findings suggest that where TQM is adopted more fully, there will be a significant impact on four areas of IS development: system goals; system design philosophy/concepts; assumptions made by IS professionals about system users and user involvement in system development. We also report evidence that both TQM and IT may require similar organizational cultures.

Who is at Greatest Risk of Work-Related Discrimination—Women, Blacks, or Homosexuals?

This study was developed to examine whether bias against women, blacks, and homosexuals emerges in predictable patterns when raters are presented with hiring scenarios. We instructed the research sample to hire six of eight candidates for an accounting position. Eight candidates were necessary to offer the full range of gender, race, and sexual orientation combinations. Requiring the research sample to select six of the eight candidates meant that each respondent would have to discriminate by eliminating the two candidates they considered the least desirable. We found that a black, male homosexual is the most likely target of discrimination and the white, female heterosexual is the least likely to be discriminated against. If it develops that these findings hold across a wide range of work-related decisions and samples, such results would support the argument for maintaining affirmative action for blacks and extending civil-rights protection to gays and lesbians.

Human factors affecting the acceptance of total quality management

Examines two distinctly different reasons for resistance to total quality management (TQM) in US corporations. One of these is that workers will perceive TQM as controlling rather than empowering: in effect, seeing it as a ploy to get them to work harder for fewer rewards. Alternatively, it may be that TQM is seen as empowering but that all individuals do not want enriched, empowered jobs. Asks whether personality characteristics, and especially equity sensitivity, growth need strength, and willingness to engage in organizational citizenship behavior, are related to each other and whether they will influence individuals’ reactions to job characteristics associated with the quality environment. Findings offer support for the second of the possibilities raised, with results suggesting that resistance is not related to perceptions that jobs under TQM are seen as controlling. Finds evidence that personality characteristics, and especially growth needs strength (GNS) and organizational citizenship behavior (OCB), are related to preferences for enriched jobs of the type associated with the quality environment.

The Impact of Culture on Equity Sensitivity Perceptions and Organizational Citizenship Behavior: A Five-Country Study

This paper examines the relationships between equity theory, equity sensitivity, and organizational citizenship behavior. Several issues are investigated: whether individuals from different cultures differ in their equity sensitivity orientations; whether individuals from different cultures differ in preference for benevolent, equity sensitive, and entitled situations involving a case scenario; and whether cultural differences impact organizational citizenship behavior.

Investigating organizational quality management maturity: an instrument validation study

Reports an initial study to validate a brief instrument which could be useful as a tool to permit researchers to gain insight into a construct termed QM maturity – the quality of an organization’s adoption of (QM) programs. Notes that investigators have frequently confounded the length of time an organization reports that it has “been on” QM with the quality of its QM adoption. Yet it is entirely possible that an organization that reports that it has had quality programs in place for a considerable period of time may have adopted those programs poorly and superficially. The researchers were aware that a significant research stream was in place and investigating these issues, but were concerned that the available instruments tended to be extremely lengthy, aimed at top management rather than the workforce as a whole, or oriented toward a manufacturing rather than service environment. Reports initial work to validate a brief instrument that is potentially useful at all organizational levels and in both service and manufacturing. Suggests that the findings indicate that the instrument is consistent with an instrument from the existing research stream and that it also shows relationships to worker perceptions of organizational culture, Baldrige criteria, and job enrichment in directions that would be expected in the quality environment.

The impact of QM maturity upon the extent and effectiveness of customer relationship management systems

Investigates the relationships between organizational adoption and extent of use of two kinds of programs. Specifically, contends that organizations may vary considerably in QM maturity. Argues that QM maturity organizations will be characterized by perceptions that the culture is different in ways which are supportive of QM, and that the organization is performing at higher levels. Moreover, such organizations will be more likely to have moved toward adopting customer relationship management systems to improve their customer services, and have done so in qualitatively better ways. In turn, such adoptions will lead to perceptions by those in the organizations that their customer relationship systems are, in fact, providing better services. Exploratory research provides support for these ideas.

Differences between managers and line employees in a quality management environment

Quality management (QM) literature has consistently failed to distinguish between managers and line employees when it comes to implementing QM tools and techniques. However, managers and line employees vary considerably on several key individual characteristics. Thus, it is logical to expect that they will react differently to QM implementations. The research reported here shows that managers differ in their equity sensitivity, organizational citizenship behavior, and growth needs strength. Additionally, these differences are shown to impact the way each group perceives QM practices. Findings indicate that managers and line employees perceive that QM practices affect organizational culture and organizational outcomes differently.

Customer relationship management and QM maturity: an examination of impacts in the health‐care and non‐health‐care setting

Investigates the relationships between organizational adoption and extent of use of quality management (QM) programs and customer relationship management systems (CRM) in health‐care and non‐health‐care organizational settings. In referring to QM, recognizes that there has been widespread adoption, across organizations generally, of programs aimed at delivering superior quality to the customer. Focuses on this group of programs when considering QM, and looks at how adoption of QM may impact the CRM programs. Specifically, contends that organizations from the two settings may vary considerably in QM maturity. Begins by considering whether there are differences in the paths which health‐care and non‐health‐care organizations have used in approaching and implementing QM. Finds no differences, however, in this research. Instead, finds that there were systematic changes which appeared to accompany higher‐quality QM implementations in both health‐care and non‐health‐care organizations.

The impact of personality factors on sexual and non‐sexual harassment sensitivity

Describes a study which represents an initial examination of the relationship between personality factors and sexual and non‐sexual harassment. The traditional approach in the United States to sexual harassment sensitivity has been in terms of social‐sexual behaviours based on gender. Moreover, a review of previous research indicates that the examination of personality factors as imperatives for sexual harassment sensitivity has received little attention. The findings of this research, however, suggest that there are relationships between sexual harassment sensitivity and several personality factors. The findings imply that personality factors may potentially play a significant role in the counselling of sexual harassment aggressors and victims and in the development of programmes to prevent sexual harassment in the workplace.

A Decision Tree Approach to the Interpretation of Multivariate Statistical Techniques.

Abstract Multivariate statistical techniques have become increasingly popular over the last decade in many fields, especially management. However, management researchers, faculty, and students often do not have sufficient statistical training to appreciate the practical application of multivariate techniques. This article discusses the nature, power, and limitations of four of the most widely used multivariate techniques: factor analysis, MANOVA, multiple regression, and multiple discriminant analysis. Decision trees serve as road maps to guide users through the techniques and assist them in interpreting the results.