HCBE Faculty Articles

Title

The Impact of Media Choice and Social Capital on Quality Improvement

Document Type

Article

Date

Spring 2016

Publication Title

Journal of North American Management Society

ISSN or ISBN

2331-7272

Volume

10

Issue

1

First Page

1

Last Page

8

Description

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.

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