Application of MCDM approach to evaluate the critical success factors of total quality management in the hospitality industry
Abstract
Although many studies have focused on significant role of total quality management (TQM) in literature, little attention has been paid to using the fuzzy multiple criteria decision making (FMCDM) for analysis TQM factors especially in the context of hospitality. The purpose of this study is to identify, prioritize and evaluate the TQM critical success factors (CSFs) in hospitality industry by integrating the theory of fuzzy sets, quantitative and qualitative approaches. Primary criteria to evaluate TQM CSFs are achieved by the literature survey, and the Fuzzy Delphi Method (FDM) has been used by experts for evaluating of soft and hard TQM CSFs. In the following step, we employed the Fuzzy Analytic Hierarchy Process (FAHP) to find the weights of criteria. The results of this study indicated that, internal and external cooperation had the first rank among other CSFs in hospitality industry. In addition, the second and third rank in soft aspect includes customer focus and leadership respectively. The findings of this study shown guidance to practitioners and managers of quality to implement of TQM in their organizations, effectively by using the suggested set of identified TQM CSFs.
Keyword : critical success factors, fuzzy analytic hierarchy process, fuzzy Delphi method, hospitality industry, total quality management, quality management
How to Cite
Jusoh, A., Mardani, A., Omar, R., Štreimikienė, D., Khalifah, Z., & Sharifara, A. (2018). Application of MCDM approach to evaluate the critical success factors of total quality management in the hospitality industry. Journal of Business Economics and Management, 19(2), 399-416. https://doi.org/10.3846/jbem.2018.5538
This work is licensed under a Creative Commons Attribution 4.0 International License.
References
Abd, W. Y. M. P. D., & Al Manhawy, A. (2013). TQM critical success factors in hospitality Industry and their impact on Customer Loyalty, a theoretical Model. International Journal of Scientific and Engineering Research, 4(1), 1-15.
Abu-Doleh, J. D. (2012). Human resource management and total quality management linkage–rhetoric and reality: evidence from an empirical study. International Journal of Commerce and Management, 22(3), 219-234. https://doi.org/10.1108/10569211211260300
Ahire, S. L., & Dreyfus, P. (2000). The impact of design management and process management on quality: an empirical investigation. Journal of Operations Management, 18(5), 549-575. https://doi.org/10.1016/S0272-6963(00)00029-2
Akgün, A. E., Ince, H., Imamoglu, S. Z., Keskin, H., & Kocoglu, İ. (2014). The mediator role of learning capability and business innovativeness between total quality management and financial performance. International Journal of Production Research, 52(3), 888-901. https://doi.org/10.1080/00207543.2013.843796
Albacete-Sáez, C. A., Fuentes-Fuentes, M. M., & Bojica, A. M. (2011). Quality management, strategic priorities and performance: the role of quality leadership. Industrial Management and Data Systems, 111(8), 1173-1193. https://doi.org/10.1108/02635571111170758
Allison, J. H., & Byron, M. A. (1996). Aligning quality improvement with strategic goals at ANA Hotel San Francisco. National Productivity Review, 15(2), 89-99. https://doi.org/10.1002/npr.4040150210
Alvarez, M. J., Jaca, C., Viles, E., & Colomer, A. (2012). Quality management in hotels in the Basque Country. International Journal of Quality and Service Sciences, 4(1), 51-60. https://doi.org/10.1108/17566691211219724
Andrade, J., Mendes, L., & Lourenço, L. (2017). Perceived psychological empowerment and total quality management-based quality management systems: an exploratory research. Total Quality Management & Business Excellence, 28(1-2), 76-87. https://doi.org/10.1080/14783363.2015.1050166
Aoun, M., & Hasnan, N. (2017). Health-care technology management: developing the innovation skills through implementing soft TQM among Lebanese hospitals. Total Quality Management & Business Excellence, 28(1-2), 1-11. https://doi.org/10.1080/14783363.2015.1043881
Aquilani, B., Aquilani, B., Silvestri, C., Silvestri, C., Ruggieri, A., Ruggieri, A., Gatti, C., & Gatti, C. (2017). A systematic literature review on total quality management critical success factors and the identification of new avenues of research. The TQM Journal, 29(1), 184-213. https://doi.org/10.1108/TQM-01-2016-0003
Beaumont, N. B., Sohal, A. S., & Terziovski, M. (1997). Comparing quality management practices in the Australian service and manufacturing industries. International Journal of Quality and Reliability Management, 14(8), 814-833. https://doi.org/10.1108/02656719710181321
Benavides-Velasco, C. A., Quintana-García, C., & Marchante-Lara, M. (2014). Total quality management, corporate social responsibility and performance in the hotel industry. International Journal of Hospitality Management, 41, 77-87. https://doi.org/10.1016/j.ijhm.2014.05.003
Bouranta, N., N., Psomas, E. L., & Pantouvakis, A. (2017). Identifying the critical determinants of TQM and their impact on company performance: evidence from the hotel industry of Greece. The TQM Journal, 29(1), 147-166. https://doi.org/10.1108/TQM-11-2015-0142
Breiter, D., & Bloomquist, P. (1998). TQM in American hotels: an analysis of appllication. The Cornell Hotel and Restaurant Administration Quarterly, 39(1), 26-33. https://doi.org/10.1016/S0010-8804(97)83879-7
Breiter, D., & Kline, S. F. (1995). Benchmarking quality management in hotels. Hospitality Review, 13(2), 6.
Buckley, J. J. (1985). Fuzzy hierarchical analysis. Fuzzy Sets and Systems, 17(2), 233-247. https://doi.org/10.1016/0165-0114(85)90090-9
Calvo-Mora, A., Picón-Berjoyo, A., Ruiz-Moreno, C., & Cauzo-Bottala, L. (2015). Contextual and mediation analysis between TQM critical factors and organisational results in the EFQM Excellence Model framework. International Journal of Production Research, 53(7), 2186-2201. https://doi.org/10.1080/00207543.2014.975859
Camisón, C. (1996). Total quality management in hospitality: an application of the EFQM model. Tourism Management, 17(3), 191-201. https://doi.org/10.1016/0261-5177(96)00006-4
Cho, Y. S., Jung, J. Y., & Linderman, K. (2017). The QM evolution: behavioral quality management as a firm᾽s strategic resource. International Journal of Production Economics, 191, 233-249. https://doi.org/10.1016/j.ijpe.2017.05.002
Chuang, S. S., Chen, K. S., & Tsai, M. T. (2015). Exploring the antecedents that influence middle management employees᾽ knowledge-sharing intentions in the context of total quality management implementations. Total Quality Management and Business Excellence, 26(1-2), 108-122. https://doi.org/10.1080/14783363.2013.809941
Chung Woon, K. (2000). TQM implementation: comparing Singapore’s service and manufacturing leaders. Managing Service Quality: an International Journal, 10(1-2), 318-331. https://doi.org/10.1108/09604520010345777
Claver-Cortés, E., Pereira-Moliner, J., Tarí, J. J., & Molina-Azorín, J. F. (2008). TQM, managerial factors and performance in the Spanish hotel industry. Industrial Management and Data Systems, 108(2), 228-244. https://doi.org/10.1108/02635570810847590
Claver, E., Tarí, J. J., & Pereira, J. (2006). Does quality impact on hotel performance? International Journal of Contemporary Hospitality Management, 18(4), 350-358. https://doi.org/10.1108/09596110610665357
del Alonso-Almeida, M. M., Bagur-Femenías, L., & Llach, J. (2015). The adoption of quality management practices and their impact on business performance in small service companies: the case of Spanish travel agencies. Service Business, 9(1), 57-75. https://doi.org/10.1007/s11628-013-0218-6
Dow, D., Samson, D., & Ford, S. (1999). Exploding the myth: do all quality management practices contribute to superior quality performance? Production and Operations Management, 8(1), 1-27. https://doi.org/10.1111/j.1937-5956.1999.tb00058.x
Drosos, D., Skordoulis, M., Chalikias, M., Kalantonis, P., & Papagrigoriou, A. (2017). The impact of ISO 9001 quality management system implementation in tourism SMEs. In V. Katsoni, A. Upadhya, & A. Stratigea (Eds.), Tourism, Culture and Heritage in a Smart Economy (pp. 145-157). Springer. https://doi.org/10.1007/978-3-319-47732-9_10
A. Stratigea (Eds.), Tourism, Culture and Heritage in a Smart Economy (pp. 145-157). Springer. https://doi.org/10.1007/978-3-319-47732-9_10
Fernandes, A. C., Sampaio, P., Sameiro, M., & Truong, H. Q. (2017). Supply chain management and quality management integration: a conceptual model proposal. International Journal of Quality & Reliability Management, 34(1), 53-67. https://doi.org/10.1108/IJQRM-03-2015-0041
Fotopoulos, C. B., & Psomas, E. L. (2009). The impact of “soft” and “hard” TQM elements on quality management results. International Journal of Quality & Reliability Management, 26(2), 150-163. https://doi.org/10.1108/02656710910928798
Fu, S. L., Chou, S. Y., Chen, C. K., & Wang, C. W. (2015). Assessment and cultivation of total quality management organisational culture – an empirical investigation. Total Quality Management and Business Excellence, 26(1-2), 123-139. https://doi.org/10.1080/14783363.2014.970760
Gholamhossein, M., Jamal, A. N., Hamid Reza, R., & Sajjad, H. (2016). TOPSIS approach to prioritize critical success factors of TQM: evidence from the pharmaceutical industry. The TQM Journal, 28(2), 235-249. https://doi.org/10.1108/TQM-03-2014-0028
Gotzamani, K., Longinidis, P., & Vouzas , F. (2010). The logistics services outsourcing dilemma: quality management and financial performance perspectives. Supply Chain Management: an International Journal, 15(6), 438-453. https://doi.org/10.1108/13598541011080428
Gupta, A., McDaniel, J. C., & Herath, S. K. (2005). Quality management in service firms: sustaining structures of total quality service. Managing Service Quality, 15(4), 389-402. https://doi.org/10.1108/09604520510606853
Holschbach, E., & Hofmann, E. (2011). Exploring quality management for business services from a buyer᾽s perspective using multiple case study evidence. International Journal of Operations & Production Management, 31(6), 648-685. https://doi.org/10.1108/01443571111131980
Honarpour, A., Jusoh, A., & Long, C. S. (2017). Knowledge management and total quality management: a reciprocal relationship. International Journal of Quality and Reliability Management, 34(1), 91-102. https://doi.org/10.1108/IJQRM-03-2014-0040
Huang, G., Baetz, B., Patry, G., & Terluk, V. (1997). Capacity planning for an integrated waste management system under uncertainty: a North American case study. Waste Management and Research, 15(5), 523-546. https://doi.org/10.1177/0734242X9701500507
Jaca, C., & Psomas, E. (2015). Total quality management practices and performance outcomes in Spanish service companies. Total Quality Management and Business Excellence, 26(9-10), 958-970. https://doi.org/10.1080/14783363.2015.1068588
Kasongo, C., & Moono, M. (2010). Factors that lead to a successful TQM implementation: a case study on the Zambian Tourism Industry. Laurea University of Applied Sciences.
Lee, Y. K., Kim, Y., Lee, K. H., & Li, D. X. (2012). The impact of CSR on relationship quality and relationship outcomes: a perspective of service employees. International Journal of Hospitality Management, 31(3), 745-756. https://doi.org/10.1016/j.ijhm.2011.09.011
Lenka, U., Suar, D., & Mohapatra, P. K. (2010). Customer satisfaction in Indian commercial banks through total quality management approach. Total Quality Management and Business Excellence, 21(12), 1315-1341. https://doi.org/10.1080/14783363.2010.530773
Mardani, A., Jusoh, A., Zavadskas, E. K., Khalifah, Z., & Nor, K. M. D. (2015). Application of multiple-criteria decision-making techniques and approaches to evaluating of service quality: a systematic review of the literature. Journal of Business Economics and Management, 16(5), 1034-1068. https://doi.org/10.3846/16111699.2015.1095233
Mardani, A., Jusoh, A., Zavadskas, E.K., Zakuan, N., Valipour, A., Kazemilari, M., 2016. Proposing a new hierarchical framework for the evaluation of quality management practices: a new combined fuzzy hybrid MCDM approach. Journal of Business Economics and Management, 17(1), 1-16.
Mehralian, G., Nazari, J. A., Nooriparto, G., & Rasekh, H. R. (2017). TQM and organizational performance using the balanced scorecard approach. International Journal of Productivity and Performance Management, 66(1), 111-125. https://doi.org/10.1108/IJPPM-08-2015-0114
Moghadam, M. S., Sayadi, E., & Moharer, A. (2013). Study strategy Total Quality Management in the hotel industry of sports in Iran. Global Advanced Journal of Economics, Accounting and Finance, 2(1), 1-8.
Mohsen, M. A. M. S. (2010). The introduction of a total quality management culture in hotels. University of Wales, Cardiff, Wales, UK.
Molina-Azorín, J. F., Tarí, J. J., Pereira-Moliner, J., López-Gamero, M. D., & Pertusa-Ortega, E. M. (2015). The effects of quality and environmental management on competitive advantage: a mixed methods study in the hotel industry. Tourism Management, 50, 41-54. https://doi.org/10.1016/j.tourman.2015.01.008
Munanura, I. E., Tumwesigye, B., Sabuhoro, E., Mariza, D., & Rugerinyange, L. (2017). The quality and performance nexus of the community-based ecotourism enterprises at Nyungwe National Park, Rwanda: a total quality management perspective. Journal of Ecotourism, 1–24. https://doi.org/10.1080/14724049.2017.1304945
Nair, G. K., & Choudhary, N. (2016). Influence of critical success factors of total quality management on financial and non-financial performance of hospitality industry: an empirical study. International Journal of Productivity and Quality Management, 17(4), 409-436. https://doi.org/10.1504/IJPQM.2016.075243
Nguyen, V. C., & Chau, N. T. (2017). Research framework for the impact of total quality management on competitive advantage: the mediating role of innovation performance. Review of International Business and Strategy, 27(3), 335-351. https://doi.org/10.1108/RIBS-02-2017-0016
Nicholas, J. (2016). Hoshin kanri and critical success factors in quality management and lean production. Total Quality Management and Business Excellence, 27(3-4), 250-264. https://doi.org/10.1080/14783363.2014.976938
Nonaka, I. (1994). A dynamic theory of organizational knowledge creation. Organization Science, 5(1), 14-37. https://doi.org/10.1016/B978-0-7506-7111-8.50003-2
Ogden, S. M. (1998). Comment: benchmarking and best practice in the small hotel sector. International Journal of Contemporary Hospitality Management, 10(5), 189-190. https://doi.org/10.1108/09596119810227794
Oke, S., Ofiabulu, C., Banjo, A., & Akanbi, O. (2008). The combined application of quality function deployment and Pareto analysis for hotel services improvement. International Journal of Productivity and Quality Management, 3(2), 241-262. https://doi.org/10.1504/IJPQM.2008.016567
Patyal, V. S., & Koilakuntla, M. (2017). The impact of quality management practices on performance: an empirical study. Benchmarking: an International Journal, 24(2), 511-535. https://doi.org/10.1108/BIJ-11-2015-0109
Pearce, P., & Benckendorff, P. (2006). Benchmarking, usable knowledge and tourist attractions. Journal of Quality Assurance in Hospitality and Tourism, 7(1-2), 29-52. https://doi.org/10.1300/J162v07n01_03
Pereira-Moliner, J., Claver-Cortés, E., Molina-Azorín, J. F., & José Tarí, J. (2012). Quality management, environmental management and firm performance: direct and mediating effects in the hotel industry. Journal of Cleaner Production, 37, 82-92. https://doi.org/10.1016/j.jclepro.2012.06.010
Pereira-Moliner, J., Pertusa-Ortega, E. M., Tarí, J. J., López-Gamero, M. D., & Molina-Azorín, J. F. (2016). Organizational design, quality management and competitive advantage in hotels. International Journal of Contemporary Hospitality Management, 28(4), 762-784. https://doi.org/10.1108/IJCHM-10-2014-0545
Prajogo, D. I. (2005). The comparative analysis of TQM practices and quality performance between manufacturing and service firms. International Journal of Service Industry Management, 16(3), 217-228. https://doi.org/10.1108/09564230510601378
Prajogo, D. I., & Cooper, B. (2017). The individual and organizational level effects of TQM practices on job satisfaction. International Journal of Manpower, 38(2), 215-225. https://doi.org/10.1108/IJM-12-2014-0240
Psomas, E. L., & Jaca, C. (2016). The impact of total quality management on service company performance: evidence from Spain. International Journal of Quality and Reliability Management, 33(3), 380-398. https://doi.org/10.1108/IJQRM-07-2014-0090
Saaty, T. L. (1999). Decision making for leaders: the analytic hierarchy process for decisions in a complex world. RWS publications, University of Pittsburgh, United State.
Sadeh, E., & Garkaz, M. (2015). Explaining the mediating role of service quality between quality management enablers and students᾽ satisfaction in higher education institutes: the perception of managers. Total Quality Management and Business Excellence, 26(11-12), 1335-1356. https://doi.org/10.1080/14783363.2014.931065
Sadikoglu, E., & Olcay, H. (2014). The effects of total quality management practices on performance and the reasons of and the barriers to TQM practices in Turkey. Advances in Decision Sciences, 2014, (Article ID 537605). https://doi.org/10.1155/2014/537605
Sila, I., & Ebrahimpour, M. (2003). Examination and comparison of the critical factors of total quality management (TQM) across countries. International Journal of Production Research, 41(2), 235-268. https://doi.org/10.1080/0020754021000022212
Talib, F., & Rahman, Z. (2010). Critical success factors of TQM in service organizations: a proposed model. Services Marketing Quarterly, 31(3), 363-380. https://doi.org/10.1080/15332969.2010.486700
Talib, F., Rahman, Z., & Qureshi, M. (2013). An empirical investigation of relationship between total quality management practices and quality performance in Indian service companies. International Journal of Quality and Reliability Management, 30(3), 280-318. https://doi.org/10.1108/02656711311299845
Tarí, J. J., Pereira-Moliner, J., Pertusa-Ortega, E. M., López-Gamero, M. D., & Molina-Azorín, J. F. (2017). Does quality management improve performance or vice versa? Evidence from the hotel industry. Service Business, 11(1), 23-43. https://doi.org/10.1007/s11628-015-0298-6
Tzeng, G. H., & Teng, J. Y. (1993). Transportation investment project selection with fuzzy multiobjectives. Transportation Planning and Technology, 17(2), 91-112. https://doi.org/10.1080/03081069308717504
Uluskan, M., Godfrey, A. B., & Joines, J. A. (2017). Integration of Six Sigma to traditional quality management theory: an empirical study on organisational performance. Total Quality Management and Business Excellence, 28(13-14), 1526-1543. https://doi.org/10.1080/14783363.2016.1150173
Vähätiitto, J. (2010). Environmental quality management in hospitality industry-Case Hotel K5 Levi (Master’s thesis). Department of Business Technology Aalto University School of Economics.
Wang, C. H., Chen, K. Y., & Chen, S. C. (2012). Total quality management, market orientation and hotel performance: the moderating effects of external environmental factors. International Journal of Hospitality Management, 31(1), 119-129. https://doi.org/10.1016/j.ijhm.2011.03.013
WenJung, C. (2013). Factors influencing internal service quality at international tourist hotels. International Journal of Hospitality Management, 35, 152-160. https://doi.org/10.1016/j.ijhm.2013.06.004
Wu, W. W. (2012). Segmenting critical factors for successful knowledge management implementation using the fuzzy DEMATEL method. Applied Soft Computing, 12(1), 527-535. https://doi.org/10.1016/j.asoc.2011.08.008
Yang, C. C. (2006). Establishment of a quality-management system for service industries. Total Quality Management and Business Excellence, 17(9), 1129-1154. https://doi.org/10.1080/14783360600750428
Yapa, S. (2012). Total quality management in Sri Lankan service organizations. The TQM Journal, 24(6), 505-517. https://doi.org/10.1108/17542731211270070
Zeng, J., Zhang, W., Matsui, Y., & Zhao, X. (2017). The impact of organizational context on hard and soft quality management and innovation performance. International Journal of Production Economics, 185, 240-251. https://doi.org/10.1016/j.ijpe.2016.12.031
Zu, X., Zhou, H., Zhu, X., & Yao, D. (2011). Quality management in China: the effects of firm characteristics and cultural profile. International Journal of Quality and Reliability Management, 28(8), 800-821. https://doi.org/10.1108/02656711111162497
Zwain, A. A. A., Lim, K. T., & Othman, S. N. (2017). TQM and academic performance in Iraqi HEIs: associations and mediating effect of KM. The TQM Journal, 29(2), 357-368. https://doi.org/10.1108/TQM-08-2013-0096
Abu-Doleh, J. D. (2012). Human resource management and total quality management linkage–rhetoric and reality: evidence from an empirical study. International Journal of Commerce and Management, 22(3), 219-234. https://doi.org/10.1108/10569211211260300
Ahire, S. L., & Dreyfus, P. (2000). The impact of design management and process management on quality: an empirical investigation. Journal of Operations Management, 18(5), 549-575. https://doi.org/10.1016/S0272-6963(00)00029-2
Akgün, A. E., Ince, H., Imamoglu, S. Z., Keskin, H., & Kocoglu, İ. (2014). The mediator role of learning capability and business innovativeness between total quality management and financial performance. International Journal of Production Research, 52(3), 888-901. https://doi.org/10.1080/00207543.2013.843796
Albacete-Sáez, C. A., Fuentes-Fuentes, M. M., & Bojica, A. M. (2011). Quality management, strategic priorities and performance: the role of quality leadership. Industrial Management and Data Systems, 111(8), 1173-1193. https://doi.org/10.1108/02635571111170758
Allison, J. H., & Byron, M. A. (1996). Aligning quality improvement with strategic goals at ANA Hotel San Francisco. National Productivity Review, 15(2), 89-99. https://doi.org/10.1002/npr.4040150210
Alvarez, M. J., Jaca, C., Viles, E., & Colomer, A. (2012). Quality management in hotels in the Basque Country. International Journal of Quality and Service Sciences, 4(1), 51-60. https://doi.org/10.1108/17566691211219724
Andrade, J., Mendes, L., & Lourenço, L. (2017). Perceived psychological empowerment and total quality management-based quality management systems: an exploratory research. Total Quality Management & Business Excellence, 28(1-2), 76-87. https://doi.org/10.1080/14783363.2015.1050166
Aoun, M., & Hasnan, N. (2017). Health-care technology management: developing the innovation skills through implementing soft TQM among Lebanese hospitals. Total Quality Management & Business Excellence, 28(1-2), 1-11. https://doi.org/10.1080/14783363.2015.1043881
Aquilani, B., Aquilani, B., Silvestri, C., Silvestri, C., Ruggieri, A., Ruggieri, A., Gatti, C., & Gatti, C. (2017). A systematic literature review on total quality management critical success factors and the identification of new avenues of research. The TQM Journal, 29(1), 184-213. https://doi.org/10.1108/TQM-01-2016-0003
Beaumont, N. B., Sohal, A. S., & Terziovski, M. (1997). Comparing quality management practices in the Australian service and manufacturing industries. International Journal of Quality and Reliability Management, 14(8), 814-833. https://doi.org/10.1108/02656719710181321
Benavides-Velasco, C. A., Quintana-García, C., & Marchante-Lara, M. (2014). Total quality management, corporate social responsibility and performance in the hotel industry. International Journal of Hospitality Management, 41, 77-87. https://doi.org/10.1016/j.ijhm.2014.05.003
Bouranta, N., N., Psomas, E. L., & Pantouvakis, A. (2017). Identifying the critical determinants of TQM and their impact on company performance: evidence from the hotel industry of Greece. The TQM Journal, 29(1), 147-166. https://doi.org/10.1108/TQM-11-2015-0142
Breiter, D., & Bloomquist, P. (1998). TQM in American hotels: an analysis of appllication. The Cornell Hotel and Restaurant Administration Quarterly, 39(1), 26-33. https://doi.org/10.1016/S0010-8804(97)83879-7
Breiter, D., & Kline, S. F. (1995). Benchmarking quality management in hotels. Hospitality Review, 13(2), 6.
Buckley, J. J. (1985). Fuzzy hierarchical analysis. Fuzzy Sets and Systems, 17(2), 233-247. https://doi.org/10.1016/0165-0114(85)90090-9
Calvo-Mora, A., Picón-Berjoyo, A., Ruiz-Moreno, C., & Cauzo-Bottala, L. (2015). Contextual and mediation analysis between TQM critical factors and organisational results in the EFQM Excellence Model framework. International Journal of Production Research, 53(7), 2186-2201. https://doi.org/10.1080/00207543.2014.975859
Camisón, C. (1996). Total quality management in hospitality: an application of the EFQM model. Tourism Management, 17(3), 191-201. https://doi.org/10.1016/0261-5177(96)00006-4
Cho, Y. S., Jung, J. Y., & Linderman, K. (2017). The QM evolution: behavioral quality management as a firm᾽s strategic resource. International Journal of Production Economics, 191, 233-249. https://doi.org/10.1016/j.ijpe.2017.05.002
Chuang, S. S., Chen, K. S., & Tsai, M. T. (2015). Exploring the antecedents that influence middle management employees᾽ knowledge-sharing intentions in the context of total quality management implementations. Total Quality Management and Business Excellence, 26(1-2), 108-122. https://doi.org/10.1080/14783363.2013.809941
Chung Woon, K. (2000). TQM implementation: comparing Singapore’s service and manufacturing leaders. Managing Service Quality: an International Journal, 10(1-2), 318-331. https://doi.org/10.1108/09604520010345777
Claver-Cortés, E., Pereira-Moliner, J., Tarí, J. J., & Molina-Azorín, J. F. (2008). TQM, managerial factors and performance in the Spanish hotel industry. Industrial Management and Data Systems, 108(2), 228-244. https://doi.org/10.1108/02635570810847590
Claver, E., Tarí, J. J., & Pereira, J. (2006). Does quality impact on hotel performance? International Journal of Contemporary Hospitality Management, 18(4), 350-358. https://doi.org/10.1108/09596110610665357
del Alonso-Almeida, M. M., Bagur-Femenías, L., & Llach, J. (2015). The adoption of quality management practices and their impact on business performance in small service companies: the case of Spanish travel agencies. Service Business, 9(1), 57-75. https://doi.org/10.1007/s11628-013-0218-6
Dow, D., Samson, D., & Ford, S. (1999). Exploding the myth: do all quality management practices contribute to superior quality performance? Production and Operations Management, 8(1), 1-27. https://doi.org/10.1111/j.1937-5956.1999.tb00058.x
Drosos, D., Skordoulis, M., Chalikias, M., Kalantonis, P., & Papagrigoriou, A. (2017). The impact of ISO 9001 quality management system implementation in tourism SMEs. In V. Katsoni, A. Upadhya, & A. Stratigea (Eds.), Tourism, Culture and Heritage in a Smart Economy (pp. 145-157). Springer. https://doi.org/10.1007/978-3-319-47732-9_10
A. Stratigea (Eds.), Tourism, Culture and Heritage in a Smart Economy (pp. 145-157). Springer. https://doi.org/10.1007/978-3-319-47732-9_10
Fernandes, A. C., Sampaio, P., Sameiro, M., & Truong, H. Q. (2017). Supply chain management and quality management integration: a conceptual model proposal. International Journal of Quality & Reliability Management, 34(1), 53-67. https://doi.org/10.1108/IJQRM-03-2015-0041
Fotopoulos, C. B., & Psomas, E. L. (2009). The impact of “soft” and “hard” TQM elements on quality management results. International Journal of Quality & Reliability Management, 26(2), 150-163. https://doi.org/10.1108/02656710910928798
Fu, S. L., Chou, S. Y., Chen, C. K., & Wang, C. W. (2015). Assessment and cultivation of total quality management organisational culture – an empirical investigation. Total Quality Management and Business Excellence, 26(1-2), 123-139. https://doi.org/10.1080/14783363.2014.970760
Gholamhossein, M., Jamal, A. N., Hamid Reza, R., & Sajjad, H. (2016). TOPSIS approach to prioritize critical success factors of TQM: evidence from the pharmaceutical industry. The TQM Journal, 28(2), 235-249. https://doi.org/10.1108/TQM-03-2014-0028
Gotzamani, K., Longinidis, P., & Vouzas , F. (2010). The logistics services outsourcing dilemma: quality management and financial performance perspectives. Supply Chain Management: an International Journal, 15(6), 438-453. https://doi.org/10.1108/13598541011080428
Gupta, A., McDaniel, J. C., & Herath, S. K. (2005). Quality management in service firms: sustaining structures of total quality service. Managing Service Quality, 15(4), 389-402. https://doi.org/10.1108/09604520510606853
Holschbach, E., & Hofmann, E. (2011). Exploring quality management for business services from a buyer᾽s perspective using multiple case study evidence. International Journal of Operations & Production Management, 31(6), 648-685. https://doi.org/10.1108/01443571111131980
Honarpour, A., Jusoh, A., & Long, C. S. (2017). Knowledge management and total quality management: a reciprocal relationship. International Journal of Quality and Reliability Management, 34(1), 91-102. https://doi.org/10.1108/IJQRM-03-2014-0040
Huang, G., Baetz, B., Patry, G., & Terluk, V. (1997). Capacity planning for an integrated waste management system under uncertainty: a North American case study. Waste Management and Research, 15(5), 523-546. https://doi.org/10.1177/0734242X9701500507
Jaca, C., & Psomas, E. (2015). Total quality management practices and performance outcomes in Spanish service companies. Total Quality Management and Business Excellence, 26(9-10), 958-970. https://doi.org/10.1080/14783363.2015.1068588
Kasongo, C., & Moono, M. (2010). Factors that lead to a successful TQM implementation: a case study on the Zambian Tourism Industry. Laurea University of Applied Sciences.
Lee, Y. K., Kim, Y., Lee, K. H., & Li, D. X. (2012). The impact of CSR on relationship quality and relationship outcomes: a perspective of service employees. International Journal of Hospitality Management, 31(3), 745-756. https://doi.org/10.1016/j.ijhm.2011.09.011
Lenka, U., Suar, D., & Mohapatra, P. K. (2010). Customer satisfaction in Indian commercial banks through total quality management approach. Total Quality Management and Business Excellence, 21(12), 1315-1341. https://doi.org/10.1080/14783363.2010.530773
Mardani, A., Jusoh, A., Zavadskas, E. K., Khalifah, Z., & Nor, K. M. D. (2015). Application of multiple-criteria decision-making techniques and approaches to evaluating of service quality: a systematic review of the literature. Journal of Business Economics and Management, 16(5), 1034-1068. https://doi.org/10.3846/16111699.2015.1095233
Mardani, A., Jusoh, A., Zavadskas, E.K., Zakuan, N., Valipour, A., Kazemilari, M., 2016. Proposing a new hierarchical framework for the evaluation of quality management practices: a new combined fuzzy hybrid MCDM approach. Journal of Business Economics and Management, 17(1), 1-16.
Mehralian, G., Nazari, J. A., Nooriparto, G., & Rasekh, H. R. (2017). TQM and organizational performance using the balanced scorecard approach. International Journal of Productivity and Performance Management, 66(1), 111-125. https://doi.org/10.1108/IJPPM-08-2015-0114
Moghadam, M. S., Sayadi, E., & Moharer, A. (2013). Study strategy Total Quality Management in the hotel industry of sports in Iran. Global Advanced Journal of Economics, Accounting and Finance, 2(1), 1-8.
Mohsen, M. A. M. S. (2010). The introduction of a total quality management culture in hotels. University of Wales, Cardiff, Wales, UK.
Molina-Azorín, J. F., Tarí, J. J., Pereira-Moliner, J., López-Gamero, M. D., & Pertusa-Ortega, E. M. (2015). The effects of quality and environmental management on competitive advantage: a mixed methods study in the hotel industry. Tourism Management, 50, 41-54. https://doi.org/10.1016/j.tourman.2015.01.008
Munanura, I. E., Tumwesigye, B., Sabuhoro, E., Mariza, D., & Rugerinyange, L. (2017). The quality and performance nexus of the community-based ecotourism enterprises at Nyungwe National Park, Rwanda: a total quality management perspective. Journal of Ecotourism, 1–24. https://doi.org/10.1080/14724049.2017.1304945
Nair, G. K., & Choudhary, N. (2016). Influence of critical success factors of total quality management on financial and non-financial performance of hospitality industry: an empirical study. International Journal of Productivity and Quality Management, 17(4), 409-436. https://doi.org/10.1504/IJPQM.2016.075243
Nguyen, V. C., & Chau, N. T. (2017). Research framework for the impact of total quality management on competitive advantage: the mediating role of innovation performance. Review of International Business and Strategy, 27(3), 335-351. https://doi.org/10.1108/RIBS-02-2017-0016
Nicholas, J. (2016). Hoshin kanri and critical success factors in quality management and lean production. Total Quality Management and Business Excellence, 27(3-4), 250-264. https://doi.org/10.1080/14783363.2014.976938
Nonaka, I. (1994). A dynamic theory of organizational knowledge creation. Organization Science, 5(1), 14-37. https://doi.org/10.1016/B978-0-7506-7111-8.50003-2
Ogden, S. M. (1998). Comment: benchmarking and best practice in the small hotel sector. International Journal of Contemporary Hospitality Management, 10(5), 189-190. https://doi.org/10.1108/09596119810227794
Oke, S., Ofiabulu, C., Banjo, A., & Akanbi, O. (2008). The combined application of quality function deployment and Pareto analysis for hotel services improvement. International Journal of Productivity and Quality Management, 3(2), 241-262. https://doi.org/10.1504/IJPQM.2008.016567
Patyal, V. S., & Koilakuntla, M. (2017). The impact of quality management practices on performance: an empirical study. Benchmarking: an International Journal, 24(2), 511-535. https://doi.org/10.1108/BIJ-11-2015-0109
Pearce, P., & Benckendorff, P. (2006). Benchmarking, usable knowledge and tourist attractions. Journal of Quality Assurance in Hospitality and Tourism, 7(1-2), 29-52. https://doi.org/10.1300/J162v07n01_03
Pereira-Moliner, J., Claver-Cortés, E., Molina-Azorín, J. F., & José Tarí, J. (2012). Quality management, environmental management and firm performance: direct and mediating effects in the hotel industry. Journal of Cleaner Production, 37, 82-92. https://doi.org/10.1016/j.jclepro.2012.06.010
Pereira-Moliner, J., Pertusa-Ortega, E. M., Tarí, J. J., López-Gamero, M. D., & Molina-Azorín, J. F. (2016). Organizational design, quality management and competitive advantage in hotels. International Journal of Contemporary Hospitality Management, 28(4), 762-784. https://doi.org/10.1108/IJCHM-10-2014-0545
Prajogo, D. I. (2005). The comparative analysis of TQM practices and quality performance between manufacturing and service firms. International Journal of Service Industry Management, 16(3), 217-228. https://doi.org/10.1108/09564230510601378
Prajogo, D. I., & Cooper, B. (2017). The individual and organizational level effects of TQM practices on job satisfaction. International Journal of Manpower, 38(2), 215-225. https://doi.org/10.1108/IJM-12-2014-0240
Psomas, E. L., & Jaca, C. (2016). The impact of total quality management on service company performance: evidence from Spain. International Journal of Quality and Reliability Management, 33(3), 380-398. https://doi.org/10.1108/IJQRM-07-2014-0090
Saaty, T. L. (1999). Decision making for leaders: the analytic hierarchy process for decisions in a complex world. RWS publications, University of Pittsburgh, United State.
Sadeh, E., & Garkaz, M. (2015). Explaining the mediating role of service quality between quality management enablers and students᾽ satisfaction in higher education institutes: the perception of managers. Total Quality Management and Business Excellence, 26(11-12), 1335-1356. https://doi.org/10.1080/14783363.2014.931065
Sadikoglu, E., & Olcay, H. (2014). The effects of total quality management practices on performance and the reasons of and the barriers to TQM practices in Turkey. Advances in Decision Sciences, 2014, (Article ID 537605). https://doi.org/10.1155/2014/537605
Sila, I., & Ebrahimpour, M. (2003). Examination and comparison of the critical factors of total quality management (TQM) across countries. International Journal of Production Research, 41(2), 235-268. https://doi.org/10.1080/0020754021000022212
Talib, F., & Rahman, Z. (2010). Critical success factors of TQM in service organizations: a proposed model. Services Marketing Quarterly, 31(3), 363-380. https://doi.org/10.1080/15332969.2010.486700
Talib, F., Rahman, Z., & Qureshi, M. (2013). An empirical investigation of relationship between total quality management practices and quality performance in Indian service companies. International Journal of Quality and Reliability Management, 30(3), 280-318. https://doi.org/10.1108/02656711311299845
Tarí, J. J., Pereira-Moliner, J., Pertusa-Ortega, E. M., López-Gamero, M. D., & Molina-Azorín, J. F. (2017). Does quality management improve performance or vice versa? Evidence from the hotel industry. Service Business, 11(1), 23-43. https://doi.org/10.1007/s11628-015-0298-6
Tzeng, G. H., & Teng, J. Y. (1993). Transportation investment project selection with fuzzy multiobjectives. Transportation Planning and Technology, 17(2), 91-112. https://doi.org/10.1080/03081069308717504
Uluskan, M., Godfrey, A. B., & Joines, J. A. (2017). Integration of Six Sigma to traditional quality management theory: an empirical study on organisational performance. Total Quality Management and Business Excellence, 28(13-14), 1526-1543. https://doi.org/10.1080/14783363.2016.1150173
Vähätiitto, J. (2010). Environmental quality management in hospitality industry-Case Hotel K5 Levi (Master’s thesis). Department of Business Technology Aalto University School of Economics.
Wang, C. H., Chen, K. Y., & Chen, S. C. (2012). Total quality management, market orientation and hotel performance: the moderating effects of external environmental factors. International Journal of Hospitality Management, 31(1), 119-129. https://doi.org/10.1016/j.ijhm.2011.03.013
WenJung, C. (2013). Factors influencing internal service quality at international tourist hotels. International Journal of Hospitality Management, 35, 152-160. https://doi.org/10.1016/j.ijhm.2013.06.004
Wu, W. W. (2012). Segmenting critical factors for successful knowledge management implementation using the fuzzy DEMATEL method. Applied Soft Computing, 12(1), 527-535. https://doi.org/10.1016/j.asoc.2011.08.008
Yang, C. C. (2006). Establishment of a quality-management system for service industries. Total Quality Management and Business Excellence, 17(9), 1129-1154. https://doi.org/10.1080/14783360600750428
Yapa, S. (2012). Total quality management in Sri Lankan service organizations. The TQM Journal, 24(6), 505-517. https://doi.org/10.1108/17542731211270070
Zeng, J., Zhang, W., Matsui, Y., & Zhao, X. (2017). The impact of organizational context on hard and soft quality management and innovation performance. International Journal of Production Economics, 185, 240-251. https://doi.org/10.1016/j.ijpe.2016.12.031
Zu, X., Zhou, H., Zhu, X., & Yao, D. (2011). Quality management in China: the effects of firm characteristics and cultural profile. International Journal of Quality and Reliability Management, 28(8), 800-821. https://doi.org/10.1108/02656711111162497
Zwain, A. A. A., Lim, K. T., & Othman, S. N. (2017). TQM and academic performance in Iraqi HEIs: associations and mediating effect of KM. The TQM Journal, 29(2), 357-368. https://doi.org/10.1108/TQM-08-2013-0096