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Agility as a mediator in the relationship between quality management and hotel performance

Author

Listed:
  • Eva M. Pertusa-Ortega

    (University of Alicante)

  • Juan José Tarí

    (University of Alicante)

  • José F. Molina-Azorín

    (University of Alicante)

  • Jorge Pereira-Moliner

    (University of Alicante)

Abstract

This paper assumes that quality management enhances organizational agility, and that organizational agility is a dynamic capability that mediates the effect of quality management on performance in services. The purpose of this paper is to analyze the mediating role of organizational agility (customer agility, partner agility, and operational agility) in the link between quality management and performance in the hotel industry. A mediation model is used with data from 365 hotels located in Spain. The findings show that there is partial mediation, since quality management is positively and indirectly related to hotel performance through partner and operational agility.

Suggested Citation

  • Eva M. Pertusa-Ortega & Juan José Tarí & José F. Molina-Azorín & Jorge Pereira-Moliner, 2025. "Agility as a mediator in the relationship between quality management and hotel performance," Service Business, Springer;Pan-Pacific Business Association, vol. 19(1), pages 1-30, March.
    • Handle: RePEc:spr:svcbiz:v:19:y:2025:i:1:d:10.1007_s11628-024-00573-z
    DOI: 10.1007/s11628-024-00573-z
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