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Research

Research question

Why quality in communication agencies had hardly been researched and which four part questions follow from this.in QMC model · ISO 9001, TQM and EFQM +2

QMC model

Four enablers, communication quality, three success parameters and a learning loop after the EFQM.in Research question · ISO 9001, TQM and EFQM +4

ISO 9001, TQM and EFQM

Three quality models compared, and why the study starts from EFQM and rebuilds it for agencies.in QMC model · Method +4

Leadership

Co-determination, charisma and identification with the organization as features of agency leadership.in QMC model · Method +4

Employee quality

Satisfaction, entrepreneurial orientation and communicative competence as judged by the contractors.in QMC model · Method +4

Strategy and resources

Two enablers with broad support in the literature and a weak effect in the contractors’ judgment.in QMC model · Method +4

Communication success

Customer value, social value and financial value as measures of success and what remained of them in the model.in QMC model · Method +4

Method

Literature review, action research as a pre-test, a survey of contractors, structural equation model.in QMC model · Results +2

Results

Seven core hypotheses, three model amendments and a final model with nine observed variables.in QMC model · Method +5

Practice

What the findings mean for agency leaders and contractors, from the team conversation to returns.in QMC model · Method +5

Limitations and outlook

What the study cannot show and which questions it leaves open, for instance on long-term effects.in QMC model · Method +3