IDEAS home Printed from https://ideas.repec.org/a/ris/jspord/0976.html
   My bibliography  Save this article

Mediating Role Of Empowerment Between Total Quality Management (Tqm) And Service Recovery Performance In The Hotel Industry

Author

Listed:

Abstract

The purpose of this research was to examine the mediating effect of empowerment on the linkage between Total Quality Management (TQM) and service recovery performance in the hotel industry. Although much has been written about TQM, empowerment and service recovery performance, but the role of empowerment as a mediator in the relationship between TQM and service recovery performance has remained a relatively unexplored research area. A 93 item questionnaire is designed to measure TQM, empowerment and service recovery amongst employees in five-star hotels in Jordan, and 254 usable questionnaires were used in this study. Principal components analysis determined the factor structure and regression analysis determined the relationships between the study’s variables. The results revealed that the TQM implementations have positive effects on empowerment and service recovery performance. Moreover, the study found the full mediating effect of empowerment in the relationship between TQM and service recovery performance. Implications, limitations and future research are discussed at the end. This study proposes model of influence of TQM in service recovery performance, whereby empowerment fully mediates this relationship.

Suggested Citation

  • Al-Ababneh, Mukhles M. & Al-Sabi, Samer M. & Al-Shakhsheer, Firas J. & Habiballah, Ma’moun A., 2018. "Mediating Role Of Empowerment Between Total Quality Management (Tqm) And Service Recovery Performance In The Hotel Industry," Journal of Tourism, Sustainability and Well-being, Cinturs - Research Centre for Tourism, Sustainability and Well-being, University of Algarve, vol. 6(3), pages 286-313.
    • Handle: RePEc:ris:jspord:0976
    as

    Download full text from publisher

    File URL: http://www.cieo.pt/journal/J_3_2018/article5.pdf
    File Function: Full text
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Hale Kaynak, 2006. "Measuring organisational effectiveness and business performance in firms implementing total quality management," International Journal of Manufacturing Technology and Management, Inderscience Enterprises Ltd, vol. 8(4), pages 355-381.
    2. Robert Johnston & Adrian Fern, 1999. "Service Recovery Strategies for Single and Double Deviation Scenarios," The Service Industries Journal, Taylor & Francis Journals, vol. 19(2), pages 69-82, April.
    3. Osman M. Karatepe & Georgiana Karadas, 2011. "The effect of management commitment to service quality on job embeddedness and performance outcomes," Journal of Business Economics and Management, Taylor & Francis Journals, vol. 13(4), pages 614-636, July.
    4. Sadikoglu, Esin & Zehir, Cemal, 2010. "Investigating the effects of innovation and employee performance on the relationship between total quality management practices and firm performance: An empirical study of Turkish firms," International Journal of Production Economics, Elsevier, vol. 127(1), pages 13-26, September.
    5. Maxham, James III, 2001. "Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions," Journal of Business Research, Elsevier, vol. 54(1), pages 11-24, October.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Rodolfo Vázquez-Casielles & Víctor Iglesias & Concepción Varela-Neira, 2010. "Service recovery, satisfaction and behaviour intentions: analysis of compensation and social comparison communication strategies," The Service Industries Journal, Taylor & Francis Journals, vol. 32(1), pages 83-103, July.
    2. Valentina Sommovigo & Ilaria Setti & Piergiorgio Argentero, 2019. "The Role of Service Providers’ Resilience in Buffering the Negative Impact of Customer Incivility on Service Recovery Performance," Sustainability, MDPI, vol. 11(1), pages 1-22, January.
    3. Mackelprang, Alan W. & Jayaram, Jayanth & Xu, Kefeng, 2012. "The influence of types of training on service system performance in mass service and service shop operations," International Journal of Production Economics, Elsevier, vol. 138(1), pages 183-194.
    4. Sang-Man Kim & Jae-Young Oh, 2012. "Employee emotional response toward healthcare organization’s service recovery efforts and its influences on service recovery performance," Service Business, Springer;Pan-Pacific Business Association, vol. 6(3), pages 297-321, September.
    5. Bastian Popp & Herbert Woratschek, 2017. "Consumer–brand identification revisited: An integrative framework of brand identification, customer satisfaction, and price image and their role for brand loyalty and word of mouth," Journal of Brand Management, Palgrave Macmillan, vol. 24(3), pages 250-270, May.
    6. Younès El Manzani & Mohamed Larbi Sidmou & Jean-Jack Cegarra, 2018. "Does IS0 9001 quality management system support product innovation? An analysis from the sociotechnical systems theory," Post-Print hal-03080217, HAL.
    7. Zhou, Yuanyuan & Tsang, Alex S.L. & Huang, Minxue & Zhou, Nan, 2014. "Does delaying service-failure resolution ever make sense?," Journal of Business Research, Elsevier, vol. 67(2), pages 159-166.
    8. Van den Poel, Dirk & Lariviere, Bart, 2004. "Customer attrition analysis for financial services using proportional hazard models," European Journal of Operational Research, Elsevier, vol. 157(1), pages 196-217, August.
    9. Nicholas Ashill & Jayne Krisjanous & Janet Carruthers, 2004. "Antecedents and outcomes of service recovery perfomance in private healthcare: An empirical investigation," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 1(2), pages 57-74, December.
    10. Kalamas, Maria & Laroche, Michel & Makdessian, Lucy, 2008. "Reaching the boiling point: Consumers' negative affective reactions to firm-attributed service failures," Journal of Business Research, Elsevier, vol. 61(8), pages 813-824, August.
    11. Yuan-Shuh Lii & May-Ching Ding & Chih-Huang Lin, 2018. "Fair or Unfair: The Moderating Effect of Sustainable CSR Practices on Anticipatory Justice Following Service Failure Recovery," Sustainability, MDPI, vol. 10(12), pages 1-21, December.
    12. Dimitrios Kafetzopoulos & Evangelos Psomas, 2016. "ORGANISATIONAL LEARNING, NON-TECHNICAL INNOVATION AND CUSTOMER SATISFACTION OF SMEs," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 20(03), pages 1-28, April.
    13. Ehsan Namdar Joyami & Nour Mohammad Yaghoubi & Seyed AliGholi Rowshan, 2024. "Quality Management and Environmental Management: Role of Knowledge Transfer and Organizational Innovation in Knowledge-Based Firms," Journal of the Knowledge Economy, Springer;Portland International Center for Management of Engineering and Technology (PICMET), vol. 15(2), pages 8457-8494, June.
    14. Nobuyuki Fukawa & Sunil Erevelles, 2014. "Perceived Reasonableness and Morals in Service Encounters," Journal of Business Ethics, Springer, vol. 125(3), pages 381-400, December.
    15. Hufrish Majra & Rajan Saxena & Sumi Jha & Srinath Jagannathan, 2016. "Structuring Technology Applications for Enhanced Customer Experience: Evidence from Indian Air Travellers," Global Business Review, International Management Institute, vol. 17(2), pages 351-374, April.
    16. Chen, Ying-Hueih & Hsu, I-Chieh & Lin, Chia-Chen, 2010. "Website attributes that increase consumer purchase intention: A conjoint analysis," Journal of Business Research, Elsevier, vol. 63(9-10), pages 1007-1014, September.
    17. Rana Basu & Prabha Bhola, 2015. "Exploring Quality Management Practices and Its Pattern Analysis in Indian Service SMEs," Journal of Enterprising Culture (JEC), World Scientific Publishing Co. Pte. Ltd., vol. 23(02), pages 199-235, June.
    18. Gómez Fernández, Juan F. & Márquez, Adolfo Crespo & López-Campos, Mónica A., 2016. "Customer-oriented risk assessment in network utilities," Reliability Engineering and System Safety, Elsevier, vol. 147(C), pages 72-83.
    19. Ashill, Nicholas J. & Rod, Michel, 2011. "Burnout processes in non-clinical health service encounters," Journal of Business Research, Elsevier, vol. 64(10), pages 1116-1127, October.
    20. Merle, Aurélie & St-Onge, Anik & Sénécal, Sylvain, 2022. "Does it pay to be honest? The effect of retailer-provided negative feedback on consumers’ product choice and shopping experience," Journal of Business Research, Elsevier, vol. 147(C), pages 532-543.

    More about this item

    Keywords

    TQM; Empowerment; Service Recovery.;
    All these keywords.

    JEL classification:

    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ris:jspord:0976. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Silvia Fernandes (email available below). General contact details of provider: https://edirc.repec.org/data/ctalgpt.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.