Empirical data obtained from a questionnaire completed by 165 practicing managers are used to identify critical factors and current business trends that are associated with quality dimensions. The four dimensions of quality examined are customer satisfaction (CS), employee satisfaction (ES), employee service quality (ESQ), and organizational performance (OP). Twelve types of firms were investigated by considering a combination of the following: industry, presence of quality department, size of firm, and age of the firm. Some of the important results are as follows:There is a big divergence in managers' perceptions on the factors that influence quality dimensions.Different models exist to explain the variations in organizational performance for the different types of firms. For example, in service firms with a quality department, perceived employee satisfaction is the only significant variable in explaining the variation in perceived OP, when OP is expressed as a function of CS, ES, and ESQ. Surprisingly, for service firms without a quality department, perceived CS, ES, and ESQ are significant variables in explaining the variation in OP.Teamwork, job security, training programs and opportunities, and employee relations were found to be significantly associated with OP, CS, ES, and ESQ (p<0.1) for all types of firms.Organizational performance was found to be statistically dependent on CS, ES, and ESQ for most types of firms.There are mixed results on the association of current business trends (that is, social responsibility, total quality management, environmental issues, globalization, and management of change) with OP, CS, ES, and ESQ.