The determinants of employee responses to total quality management: six case studies.

Total quality management has been a central element in many efforts directed towards organizational change. Theories tend to fall into two extreme camps, which hold either that TQM transforms attitudes and behaviour or that it is nothing but a means to intensify work and tighten managerial control. More recent analysis is more balanced, but lacks quantitative data on employee responses and also neglects the varying contexts in which TQM exists. This study addresses these issues by taking six named organizations from different sectors of the UK economy and by blending qualitative interviewin