Competing models of quality management and financial performance improvement: Quality management and financial performance improvement

Marcjanna M. Augustyn, Raphael Akamavi, Ibrahim A. Elshaer

    Research output: Contribution to journalArticlepeer-review

    7 Citations (Scopus)
    65 Downloads (Pure)

    Abstract

    Six competing models of quality management and financial performance improvement are hypothesized and statistically tested, using data from a survey of general managers of 288 four and five-star hotels in Egypt and structural equation modelling. The comparative analysis of the conceptually and structurally different models suggests that financial performance can be
    improved when quality management is viewed holistically as a commonality of its interconnected practices (top management leadership; employee management; customer focus; supplier management; process management; quality data and reporting). Managers must therefore integrate stakeholders into design and implementation of effective quality management systems. This study: advances knowledge of the roles of alternative models of quality management in improving financial performance; deepens our understanding of the main features of a quality management system capable of enhancing organizational performance; and contributes to on-going debates in quality and service management literature on factors that impact financial performance.
    Original languageEnglish
    JournalThe Service Industries Journal
    DOIs
    Publication statusPublished - 12 Apr 2019

    Keywords

    • Financial performance
    • Quality management
    • Core practices
    • Infrastructure practices
    • Egyptian hotels

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