{rfName}
To

Indexed in

License and use

Citations

Altmetrics

Analysis of institutional authors

Gutiérrez SCorresponding Author

Share

October 10, 2022
Publications
>
Article
No

Total quality management approach application in a Spanish retailing company: The Mercadona case [El empleo del modelo de gestión de la calidad total en el sector de la distribución comercial en España: El caso de Mercadona]

Publicated to:Universia Business Review. 17 40-63 - 2008-01-01 17(), DOI:

Authors: Blanco M; Gutiérrez S

Affiliations

Universidad Rey Juan Carlos - Author
Universidad Rey Juan Carlos, Universidad Rey Juan Carlos, Paseo de Los Artilleros s/n, 28032 Madrid, Spain - Author

Abstract

The aim of the article Is analyse the successful application of Total Quality Management approach into a Spanish retailing company. This model implies a strategic, proactive and global approach and could be suitable to face up a turbulent and changing environment as companies are facing up at the moment. Using case study methodology the paper describes Mercadona's adaptation to the model through different actions oriented to satisfy clients, employees, suppliers, society and shareholders needs. Total Quality Management allowed Mercadona to get over a critical situation at the beginning of the 90s and achieve a leadership position in the supermarket retailing sector and excellent economic results and growth figures that have aroused academic and industry interest in Spain and all over the world.

Keywords

Expectations satisfactionOrganizational excellenceStakeholdersSuccessTotal quality management

Quality index

Bibliometric impact. Analysis of the contribution and dissemination channel

Independientemente del impacto esperado determinado por el canal de difusión, es importante destacar el impacto real observado de la propia aportación.

Según las diferentes agencias de indexación, el número de citas acumuladas por esta publicación hasta la fecha 2025-07-07:

  • Scopus: 8

Leadership analysis of institutional authors

There is a significant leadership presence as some of the institution’s authors appear as the first or last signer, detailed as follows: Last Author (Gutiérrez Broncano, Santiago).

the author responsible for correspondence tasks has been Gutiérrez Broncano, Santiago.