Dr. R. Saravanan
Abstract
A popular conception among the practitioners is that Total Quality Service (TQS) has a long-rangeperspective and the organizations that have adopted TQS could be able to see the results oftheir quality improvement initiatives only after a long duration.Hencefirms that have been practicing TQS are interested to know whether they can get back the returns on investments in quality improvement programmes within a short duration. Therefore the present study attempts to empirically investigate the relationship between TQS age and organizational performance in a developing economy, India with respect to automobile service industry.The studyfound that the ways, commitment and the competence are more importantin TQS implementation than its age.
Keywords- TQS age, organizational performance, relationship.