Competition, total quality management practices, and performance: Evidence from upscale hotels

Tourism Analysis

Volumn 17, Issue 2, 2012, Pages 195-211

  Patiar, Anoop ^a   Davidson, Michael C G ^a   Wang, Ying ^a  

^a GRIFFITH UNIVERSITY   (Australia)

Author keywords

Departmental performance; Hotels; Market competition; Total quality management (TQM)

Indexed keywords

EID: 84865555204     PISSN: 10835423     EISSN: 19433999     Source Type: Journal    
DOI: 10.3727/108354212X13388995267904     Document Type: Article

References (91)

1. Aaker, D. A., & Jacobson, R. (1994). The financial information content of perceived quality. Journal of Marketing Research, 31(2), 191-201.
2. Aarts, F. M., & Vos, E. (2001). The impact of ISO registration on New Zealand firms' performance: A financial perspective. The TQM Magazine, 13(3), 180-191.
3. Aiken, L. S., West, S. G., & Reno, R. R. (1991). Multiple regression: Testing and interpreting interactions. Thousand Oaks, CA: Sage Publications.
4. Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994).Customer satisfaction, market share, and profitability:Findings from Sweden. Journal of Marketing, 58(3),53-66.
5. Anderson, E. W., Fornell, C., & Rust, R. T. (1997). Customer satisfaction, productivity, and profitability: Differences between goods and services. Marketing Science, 16(2),129-145.
6. Arasli, H. (2002). Diagnosing whether northern Cyprus hotels are ready for TQM: An empirical analysis. Total Quality Management, 13(3), 347-364.
7. Au, A. K. M., & Tse, A. C. B. (1995). The effect of marketing orientation on company performance in the service sector: A comparative study of the hotel industry in Hong Kong and New Zealand. Journal of International Consumer Marketing, 8(2), 77-87.
8. Baldacchino, G. (1995). Total quality management in a luxury hotel: A critique of practice. International Journal of Hospitality Management, 14(1), 67-78.
9. Banker, R. D., Lee, S-Y., Potter, G., & Srinivasan, D.(1996). Contextual analysis of performance impacts of outcome-based incentive compensation. Academy of Management Journal, 39(4), 920-948.
10. Banker, R. D., Potter, G., & Srinivasan, D. (2005).Association of nonfinancial performance measures with the financial performance of a lodging chain. Cornell Hotel and Restaurant Administration Quarterly, 46(4),394-412.
11. Callan, R. J. (1992). Quality control at Avant hotels-the debut of BS 5750. The Service Industries Journal, 12(1),17-33.
12. Chacko, H., Davidson, M. C. G., & Green, Y. (2005). The "big easy or the hard ask": A case study of service quality in New Orleans hotels. Journal of Hospitality and Leisure Marketing, 13(3/4), 183-205.
13. Chi, C G., & Gursoy, D. (2009). Employee satisfaction, customer satisfaction, and financial performance: An empirical examination. International Journal of Hospitality Management, 28(2), 245-253.
14. Chong, V. K., & Eggleton, I. (2003). The decision-facilitating role of management accounting systems on managerial performance: The influence of locus of control and task uncertainty. Advances in Accounting, 20, 165-197.
15. Chong, V. K., & Rundus, M. J. (2004). Total quality management, market competition and organizational performance. The British Accounting Review, 36(2), 155-172.
16. Chow-Chua, C., Goh, M., & Wan, T. B. (2003). Does ISO9000 certification improve business performance?International Journal of Quality and Reliability Management, 20(8), 936-953.
17. Claver, E., Tarí, J. J., & Pereira, J. (2006). Does quality impact on hotel performance. International Journal of Contemporary Hospitality Management, 18(4), 350-358.
18. Claver-Cortés, E., Pereira-Moliner, J., Tarí, J. J., & Molina-Azoín. J. F. (2008). TQM, managerial factors and performance in the Spanish hotel industry. Industrial Management and Data Systems, 108(2), 228-244.
19. Covin, J. (1991). Entrepreneurial vs. conservative firms: A comparison of strategies and performance. Journal of Management Studies, 28(5), 439-462.
20. Curkovic, S., Melnyk, S., Calantone, R., & Handfield, R.(2000). Validating the Malcolm Baldrige National Quality Award framework through structural equation modeling. International Journal of Production Research,38(4), 765-791.
21. Das, A., Handfield, R. B., Calantone, R. J., & Ghosh, S.(2000). A contingent view of quality management: The impact of international competition on quality. Decision Sciences, 31(3), 649-690.
22. Day, G. S. (1994). The capabilities of market-driven organizations. Journal of Marketing, 58(4), 37-52.
23. Dess, G., & Robinson, R. (1984). Measuring organizational performance in the absence of objective measures: The case of privately-held firm and conglomerate business unit. Strategic Management Journal, 5(3), 265-273.
24. Douglas, T., & Judge, W. (2001). Total quality management implementation and competitive advantage: The role of structural control and exploration. Academy of Management Journal, 44(1), 158-169.
25. Easton, G., & Jarrell, S. (1998). The effects of total quality management on corporate performance: An empirical investigation. Journal of Business, 71(2), 253-307.
26. Ekinci, Y. (2008). Service quality and hospitality organizations. In B. Brotherton & R. C. Wood (Eds.), The SAGE handbook of hospitality management (pp. 316-330). Thousand Oaks, CA: Sage Publications.
27. Feng, J., Prajogo, D. I., Tan, K. C., & Sohal, A. S. (2006). The impact of TQM practices on performance. European Journal of Innovation Management, 9(3), 269-278.
28. Flynn, B. B., & Saladin B. (2001). Further evidence on the validity of the theoretical models underlying the Baldrige criteria. Journal of Operations Management, 19(6),617-652.
29. Flynn, B. B., & Saladin, B. (2006). Relevance of Baldrige constructs in an international context: A study of national culture. Journal of Operations Management, 24(5),583-603.
30. Flynn, B. B., Schroeder, R. G., & Sakakibara, S. (1994). A framework for quality management research and an associated measurement instrument. Journal of Operations Management, 11(4), 339-366.
31. Govindarajan, V. (1986). Impact of participation in the budgetary process on managerial attitude and performance:Universalistic and contingency perspectives. Decision Sciences, 17(4), 496-516.
32. Gul, F. (1991). The effects of management accounting systems and environmental uncertainty on small business managers' performance. Accounting and Business Research, 22(85), 57-61.
33. Gul, F., & Chia, Y. (1994). The effect of management accounting systems, perceived environmental uncertainty and decentralization on managerial performance:A test of three way interaction. Accounting, Organizations and Society, 19(4/5), 413-426.
34. Gul, F., Tsui, J., Fong, S., & Kwok, H. (1995).Decentralization as a moderating factor in the budgetary participation-performance relationship: Some Hong Kong evidence. Accounting and Business Research,25(98), 107-113.
35. Gupta, A., & Govindarajan, V. (1984). Business unit strategy, managerial characteristics and business unit effectiveness at strategy implementation. Academy of Management Journal, 27(1), 25-41.
36. Harrington, D., & Akehurst, G. (1996). Service quality and business performance in the UK hotel industry. International Journal of Hospitality Management, 15(3),283-298.
37. Harris, L. C. (2001). Market orientation and performance:Objective and subjective empirical evidence from UK companies. Journal of Management Studies, 38(1), 17-43.
38. Helgesen, O. (2006). Are loyal customers profitable? Customer satisfaction, customer (action) loyalty and customer profitability at the individual level. Journal of Marketing Management, 22(3), 245-266.
39. Hendricks, K. B., & Singhal, V. R. (2001). Firm characteristics, total quality management, and financial performance. Journal of Operations Management, 19(3),269-285.
40. Heneman, H. (1974). Comparisons of self and superior ratings of managerial performance. Journal of Applied Psychology, 59(5), 638-642.
41. Ingram, H., & Daskalakis, G. (1999). Measuring quality gaps in hotels: The case of Crete. International Journal of Contemporary Hospitality Management, 11(1),24-30.
42. Jogaratanam, G., Tse, E., & Olsen, M. (1999). Strategic posture, environmental munificence and performance: An empirical study of independent restaurants. Journal of Hospitality and Tourism Research, 23(2), 118-138.
43. Jun, M., Cai, S., & Shin, H. (2006). TQM practice in Maquiladora: Antecedents of employee satisfaction and loyalty. Journal of Operations Management, 24, 791-812.
44. Kandampully, J., & Suhartanto, D. (2000). Customer loyalty in the hotel industry: The role of customer satisfaction and image. International Journal of Contemporary Hospitality Management, 12(6), 346-351.
45. Kaplan, R. S., & Norton, D. P. (1992). The balanced scorecard:Measures that drive performance. Harvard Business Review, 70(1), 71-79.
46. Kaynak, H. (2003). The relationship between total quality management practices and their effects on firm performance. Journal of Operations Management, 21(4),405-435.
47. Khandwalla, P. N. (1972). The effects of different types of competition on the use of management control. Journal of Accounting Research, 10(2), 275-285.
48. Kleinbaum, D. G., Kupper, L. L., & Muller, K. E. (2008).Applied regression analysis and other multivariable methods (4th ed.). Belmont, CA: Thomson Brooks/Cole.
49. Knox, A. (2007). Never the twain shall meet? The customeroriented bureaucracy and equal employment opportunity in service work. Management Research News, 30(3), 216-227.
50. Kuo, T., Chang, T-J., Hung, K-C., & Lin, M-Y. (2009).Employees' perspective on the effectiveness of ISO 9000 certification: A total quality management framework. Total Quality Management, 20(12), 1321-1355.
51. Leiper, N. (2003). Tourism management. Sydney: Pearson Sprint Print.
52. Lim, P. C., & Tang, N. K. H. (2000). The development of a model for total quality healthcare. Managing Service Quality, 10(2), 103-111.
53. Mia, L., & Clarke, B. (1999). Market competition, management accounting systems and business unit performance. Management Accounting Research, 10(2), 137-158.
54. Nabitz, U., Klazinga, N., & Walburg, J. (2000). The EFQM excellence model: European and Dutch experiences with the EFQM approach in health care. International Journal for Quality in Health Care, 12(3), 191-201.
55. Nair, A. (2006). Meta-analysis of the relationship between quality management practices and firm performance:Implications for quality management theory development. Journal of Operations Management, 24(6), 948-975.
56. Nield, K., & Kozak, M. (1999). Quality certification in the hospitality industry. Cornell Hotel and Restaurant Administration Quarterly, 40(2), 40-45.
57. Nilsson, L., Johnson, M., & Gustafsson, A. (2001). The impact of quality practices on customer satisfaction and business results: Product versus service organizations. Journal of Quality Management, 6, 5-27.
58. Nunnally, J. (1978). Psychometric theory. New York:McGraw-Hill.
59. Oppenheim, A. (1996). Questionnaire design and attitude measurement. New York: Basic Books.
60. Parasuraman, A., Zeithaml, A. V., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50.
61. Patiar, A., & Mia, L. (2008a). The interactive effect of market competition and use of MAS information on performance:Evidence from the upscale hotels. Journal of Hospitality and Tourism Research, 32(2), 209-234.
62. Patiar, A., & Mia, L. (2008b). The effect of subordinates'gender on the difference between self-ratings and superiors'ratings of subordinates' performance in hotels. International Journal of Hospitality Management, 27(1),53-64.
63. Patiar, A., & Mia, L. (2009). Transformational leadership style, market competition and departmental performance:Evidence from luxury hotels in Australia. International Journal of Hospitality Management, 28(2),254-262.
64. Powell, T. C. (1995). Total quality management as competitive advantage: A review and empirical study. Strategic Management Journal, 16(1), 15-37.
65. Rao, A., Carr, L. P., Dambolena, I., Kopp, R. J., Martin, J., Rafii, F., & Schlesinger, P. F. (1996). Total quality management:A cross functional perspective. New York:John Wiley and Sons.
66. Reichheld, F. F., & Sasser Jr, W. E. (1990). Zero defections:Quality comes to services. Harvard Business Review,68(5), 105-111.
67. Rust, R. T., Zahorik, A. J., & Keiningham, T. L. (1995).Return on quality (ROQ): Making service quality financially accountable. Journal of Marketing, 59(2), 58-70.
68. Santos-Vijande, M. L., & Álvarez-González, L. I. (2007). Innovativeness and organizational innovation in total quality oriented firms: The moderating role of market turbulence. Technovation, 27(9), 514-532.
69. Saraph, J. V., Benson, P. G., & Schroeder, R. G. (1989). An instrument for measuring the critical factors of quality management. Decision Science, 20(4), 810-829.
70. Schonberger, R. J. (1992). Total quality management cuts a broad swath: Through manufacturing and beyond. Organizational Dynamics, 20(4), 16-28.
71. Schoonhoven, C. (1981). Problems with contingency theory:Testing assumptions hidden within the language of contingency theory. Administrative Science Quarterly,26, 349-377.
72. Sila, I. (2007). Examining the effects of contextual factors on TQM and performance through the lens of organizational theories: An empirical study. Journal of Operations Management, 25(1), 83-109.
73. Sila, I., & Ebrahimpour, M. (2002). An investigation of the total quality management survey based research published between 1989 and 2000. International Journal of Quality and Reliability Management, 19(7), 902-970.
74. Simons, R. (1990). The role of management control systems in creative competitive advantage: New perspectives.Accounting, Organizations and Society, 15, 127-143.
75. Sit, W-Y., Ooi, K-B., Lin, B., & Chong, A. Y-L. (2009).TQM and customer satisfaction in Malaysia's service sector. Industrial Management and Data Systems,109(7), 957-975.
76. Southwood, K. (1978). Substantive theory and statistical interaction: Five models. American Journal of Sociology,83(5), 1154-1203.
77. Tabachnick, B. G., & Fidell, L. S. (2007). Using multivariate statistics (5th ed.). Boston: Pearson Education.
78. Tarí, J. J., Claver-Cortés, E., Pereira-Moliner, J., & Molina-Azoín. J. F. (2010). Levels of quality and environmental management in the hotel industry: Their joint influence on firm performance. International Journal Hospitality Management, 29(3), 500-510.
79. Tata, J., Prasad, S., & Thorn, R. (1999). The influence of organizational structure on the effectiveness of TQM programs. Journal of Managerial Issues, 11(4), 440-453.
80. Tribe, J. (2005). The economics of recreation, leisure and tourism (3rd ed.). Oxford: Elsevier.
81. Tsui, J. (2001). The impact of culture on the relationship between budgetary participation, management accounting systems, and managerial performance: An analysis of Chinese and Western managers. The International Journal of Accounting, 36(2), 125-146.
82. Venkatraman, N., & Ramnujam, V. (1987). Measurement of business economic performance: An examination of method convergence. Journal of Management,13(1),109-122.
83. Walker, J. R., & Salameh, T. T. (1990). The Q. A. payoff. Cornell Hotel and Restaurant Administration Quarterly,30(4), 57-59.
84. Wallace, R., & Mellor, C. (1988). Nonresponse bias in mail accounting surveys: A pedagogical note. British Accounting Review, 20(2), 131-139.
85. Wilkins, H., Merrilees, B., & Herington, C. (2007). Towards an understanding of total service quality in hotels. International Journal of Hospitality Management, 26(4),840-853.
86. Wilson, D. D., & Collier, D. A. (2000). An empirical investigation of the Malcolm Baldrige National Quality Award causal model. Decision Sciences, 31(2), 361-390.
87. Wylie, K. (2009). Total quality management: A case study of quality award winning organization. Retrieved December 22, 2009, from http://books.google.com/books?id=Anrv5QMiQAoC&dq=Riz+calton+total+quality+management&lr=lang_en&source=gbs_navlinks_s
88. Yu, L. (2008). The structure and nature of the international hospitality industry. In B. Brotherton & R. C. Wood (Eds.), The SAGE handbook of hospitality management (pp. 62-89). Thousand Oaks, CA: Sage Publications.
89. Zeithaml, V. A. (2000). Service quality, profitability, and the economic worth of customers: What we know and what we need to learn. Academy of Marketing Science,28(1), 67-85.
90. Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. The Journal of Marketing, 60(2), 31-46.
91. Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990).xsDelivering quality service. New York: The Free Press.