University of Worcester Worcester Research and Publications

The structural relationship between TQM, employee satisfaction and hotel performance

Amin, M., Aldakhil, A.M., Wu, C., Rezaei, Sajad ORCID: and Cobanoglu, C. (2017) The structural relationship between TQM, employee satisfaction and hotel performance. International Journal of Contemporary Hospitality Management, 29 (4). pp. 1256-1278. ISSN 0959-6119

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Purpose: The purpose of this paper is to investigate the structural relationships between total quality management (TQM) and employee satisfaction and hotel performance. Design/methodology/approach: A judgmental sampling technique was employed in this study. A total of 25 (four- and five-star) hotels were selected in four cities in Malaysia. A total of 625 questionnaires were distributed randomly to both employees and managers. Findings: The results of this study showed that seven TQM constructs have significant relationships with employee satisfaction and hotel performance. Leadership and customer focus play significant roles in enhancing employee satisfaction and hotel performance. Practical implications: Employees who are highly satisfied with their jobs will be willing to support their coworkers. They will be loyal to their jobs and enhance hotel performance. Hoteliers must provide a friendly working atmosphere, as well as a blueprint and strategic map, to increase employee satisfaction and improve hotel performance. Originality/value: This research study provides a substantial contribution to the hospitality management literature by explaining how TQM practices can be used as a predictor of employee satisfaction and consequently improve hotel performance. A better understanding of these relationships will help hoteliers in developing their marketing strategies to maintain the relationship with hotel customers.

Item Type: Article
Additional Information:

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Uncontrolled Discrete Keywords: total quality management, Malaysia, employee satisfaction, hotel performance
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: College of Business, Psychology and Sport > Worcester Business School
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Depositing User: Sajad Rezaei
Date Deposited: 13 May 2020 10:02
Last Modified: 17 Jun 2020 17:35

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