Scholars have investigated the effects of quality management practices on performance. But most of their studies focus on exploring one-dimensional relationship between quality management practices and performance, and the mechanism of how quality management practices impact on firm performance is still unclear. Thus, this paper develops an integrated framework for exploring this issue by analyzing the direct effects of infrastructure practices on multi-dimensional performance and the indirect effects of these practices through core practices. Our model shows that product quality and customer satisfaction act as mediating variables in understanding the impact of quality management practices on financial performance.
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