Total quality management, corporate social responsibility and performance in the hotel industry

International Journal of Hospitality Management

Volumn 41, Issue , 2014, Pages 77-87

  Benavides Velasco, Carlos A ^a   Quintana García, Cristina ^a   Marchante Lara, Macarena ^a  

^a UNIVERSITY OF MÁLAGA   (Spain)

Author keywords

Corporate social responsibility; Hospitality industry; Responsiveness; Stakeholders; Total quality management

Indexed keywords

EID: 84901408029     PISSN: 02784319     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.ijhm.2014.05.003     Document Type: Article

References (82)

1. Acock A.C. Discovering Structural Equation Modeling Using Stata 2013, Stata Press, College Station.
2. Allen R.S., Kilmann R.H. The role of the reward system for a total quality management based strategy. J. Organ. Change Manage. 2001, 14(2):110-131.
3. Alonso-Almeida M., Rodríguez-Antón J.M., Rubio-Andrada L. Reasons for implementing certified quality systems and impact on performance: an analysis of the hotel industry. Serv. Ind. J. 2012, 32(6):919-936.
4. Anderson R., Reeb D. Founding family ownership and firm performance: evidence from the S&P 500. J. Financ. 2003, 58(3):1301-1328.
5. Ayuso S. Adoption of voluntary environmental tools for sustainable tourism: analyzing the experience of Spanish hotels. Corp. Soc. Responsib. Environ. Manage. 2006, 13(4):207-220.
6. Baldacchino G. Total quality management in a luxury hotel: a critique of practice. IJHM 1995, 14(1):67-78.
7. Basu K., Palazzo G. Corporate social responsibility: a process model of sensemaking. Acad. Manage. Rev. 2008, 33(1):122-136.
8. Berger I.E., Cunningham P., Drumwright M.E. Mainstreaming corporate social responsibility: developing markets for virtue. Calif. Manage. Rev. 2007, 49(4):132-157.
9. Bohdanowicz P. European hoteliers' environmental attitudes greening the business. Cornell Hotel Restaur. Adm. Q. 2005, 46(2):188-204.
10. Bohdanowicz P., Zientara P. Corporate social responsibility in hospitality: issues and implications. A case study of Scandic. Scand. J. Hosp. Tour. 2008, 8(4):271-293.
11. Boje D.M., Winsor R.D. The resurrection of taylorism: total quality management's hidden agenda. J. Organ. Change Manage. 1993, 6(4):57-70.
12. Bollen K. Structural Equations with Latent Variables 1989, John Wiley and Sons, Hoboken, NJ.
13. Bou J.C., Beltrán I. Total quality management, high-commitment human resource strategy and firm performance: an empirical study. Total Qual. Manage. Bus. Excell. 2005, 16(1):71-86.
14. Buhalis D., Law R. Progress in information technology and tourism management: 20 years on and 10 years after the Internet - the state of eTourism research. Tour. Manage. 2008, 29(4):609-623.
15. Camisón C. Total quality management in hospitality: an application of the EFQM model. Tour. Manage. 1996, 17(3):191-201.
16. Campbell J. Why would corporations behave in socially responsible ways? An institutional theory of corporate social responsibility. Acad. Manage. Rev. 2007, 32(3):946-967.
17. Carroll A.B., Shabana K.M. The business case for corporate social responsibility: a review of concepts, research and practice. Int. J. Manage. Rev. 2010, 12(1):85-105.
18. Chan E.S.W. Implementing environmental management systems in small-and medium-sized hotels: obstacles. J. Hosp. Tour. Res. 2011, 35(1):3-23.
19. Chand M. The relationship between corporate social performance and corporate financial performance: industry type as a boundary condition. Bus. Rev. Cambr. 2006, 5(1):240-245.
20. Chandler G.N., McEvoy G.M. Human resource management, TQM, and firm performance in small and medium-size enterprises. Entrepreneur. Theor. Pract. 2000, 25(1):43-57.
21. Chaston I. Recession and family firm performance: an assessment of small U.K. family-owned hotels. J. CENTRUM Cathedra 2012, 5(1):60-69.
22. Chomvilailuk R., Butcher K. Enhancing brand preference through corporate social responsibility initiatives in the Thai banking sector. Asia Pac. J. Market. Logist. 2010, 22(3):397-418.
23. Chung L.H., Parker L.D. Managing social and environmental action and accountability in the hospitality industry: a Singapore perspective. Account. Forum 2010, 34(1):46-53.
24. Clark R.A., Hartline M.D., Jones K.C. The effects of leadership style on hotel employees' commitment to service quality. Cornell Hosp. Q. 2009, 50(2):209-231.
25. Claver-Cortés E., Pereira-Moliner J., Tarí J.J., Molina-Azorín.J.F. TQM, managerial factors and performance in the Spanish hotel industry. Ind. Manage. Data Syst. 2008, 108(2):228-244.
26. Commission of the European Communities Promoting a European Framework for Corporate Social Responsibilities 2001, COM (2001) 366 final, Brussels.
27. De Grosbois D. Corporate social responsibility reporting by the global hotel industry: commitment, initiatives and performance. IJHM 2012, 31(3):896-905.
28. Deshpande S.P. The impact of ethical climate types on facets of job satisfaction: an empirical investigation. J. Bus. Ethics 1996, 15(6):655-660.
29. EFQM The EFQM Excellence Model 2010, European Foundation for Quality Management, Brussels.
30. Erdogan N., Baris E. Environmental protection programs and conservation practices of hotels in Ankara, Turkey. Tour. Manage. 2007, 28(2):604-614.
31. Freeman R.E. Strategic Management: A Stakeholder Approach 1984, Prentice Hall, Englewood Cliffs.
32. Garay L., Font X. Doing good to do well? Corporate social responsibility reasons, practices and impacts in small and medium accommodation enterprises. IJHM 2012, 31(2):329-337.
33. García Rodríguez F.J., Armas Cruz Y.M. Relationship between social-environmental responsibility and performance in hotel firms. IJHM 2007, 26(4):824-839.
34. Getz D., Carlsen J. Characteristics and goals of family and owner-operated businesses in the rural tourism and hospitality sectors. Tour. Manage. 2000, 21(6):547-560.
35. Gray B.G., Matear S.M., Matheson P.K. Improving the performance of hospitality firms. Int. J. Contemp. Hosp. Manage. 2000, 12(3):149-155.
36. GRI Sustainability Reporting Guidelines. Version 3.0 2006, Global Reporting Initiative, Amsterdam, The Netherlands.
37. GRI Sustainability Reporting Guidelines. Version 3.1 2011, Global Reporting Initiative, Amsterdam, The Netherlands.
38. Hair J., Anderson R., Tatham R., Black W. Multivariate Data Analysis 1998, MacMillan, New York.
39. Hallak R., Assaker G., O'Connor P. Are family and nonfamily tourism businesses different? An examination of the entrepreneurial self-efficacy-entrepreneurial performance relationship. J. Hosp. Tour. Res. 2012, 10.1177/1096348012461545.
40. Han H., Hsu L.T., Sheu C. Application of the Theory of Planned Behavior to green hotel choice: testing the effect of environmental friendly activities. Tour. Manage. 2010, 31(3):325-334.
41. Harrington D., Keating M. Quality management initiatives in Irish hotels - emerging agendas in a changing environment. Tour. Hosp. Res. 2006, 6(4):267-283.
42. Heikkurinen P. Image differentiation with corporate environmental responsibility. Corp. Soc. Responsib. Environ. Manage. 2010, 17(3):142-152.
43. Holcomb J.L., Upchurch R.S., Okumus F. Corporate social responsibility: what are top hotel companies reporting?. Int. J. Contemp. Hosp. Manage. 2007, 19(6):461-475.
44. Isaksson R. Economic sustainability and the cost of poor quality. Corp. Soc. Responsib. Environ. Manage. 2005, 12(4):197-209.
45. Juholin E. For business or for the good of all? A Finnish approach to corporate social responsibility. Corp. Gov. 2004, 4(3):20-32.
46. Kandasamy I., Ancheri S. Hotel employees' expectations of QWL: a qualitative study. IJHM 2009, 28(3):328-337.
47. Kang K.H., Lee S., Huh C. Impacts of positive and negative corporate social responsibility activities on company performance in the hospitality industry. IJHM 2010, 29(1):72-82.
48. Karatepe O.M., Uluda O. Affectivity, conflicts in the work-family interface, and hotel employee outcomes. IJHM 2008, 27(1):30-41.
49. Kiliç G., Selví M.S. The effects of occupational health and safety risk factors on job satisfaction in hotel enterprises. Ege Acad. Rev. 2009, 9(3):903-921.
50. Kok P., van der Wiele T., McKenna R., Brown A. A corporate social responsibility audit within a quality management framework. J. Bus. Ethics 2001, 31(4):285-297.
51. Lee J.S., Hsu L.T., Han H., Kim Y. Understanding how consumers view green hotels: how a hotel's green image can influence behavioural intentions. J. Sustain. Tour. 2010, 18(7):901-914.
52. Lee Y.K., Kim Y.S., Lee K.H., Li D. The impact of CSR on relationship quality and relationship outcomes: a perspective of service employees. IJHM 2012, 31(3):745-756.
53. London C. Strategic planning for business excellence. Qual. Progr. 2002, 35(8):26-33.
54. Luo X., Bhattacharya C. Corporate social responsibility, customer satisfaction, and market value. J. Market. 2006, 70(4):1-18.
55. MacKenzie S.B., Podsakoff P.M., Ahearne M. Some possible antecedents and consequences of in-role and extra-role salesperson performance. J. Market. 1998, 62(3):87-98.
56. Margolis J.D., Walsh J.P. People and Profits? The Search for a Link Between a Company's Social and Financial Performance 2001, Lawrence Erlbaum, Mahwah, NJ.
57. McAdam R., Leonard D. Corporate social responsibility in a total quality management context: opportunities for sustainable growth. Corp. Gov. 2003, 3(4):36-45.
58. McGuire J.B., Sundgren A., Schneeweis T. Corporate social responsibility and firm financial performance. Acad. Manage. J. 1988, 31(4):854-872.
59. McWilliams A., Siegel D. Corporate social responsibility and financial performance: correlation or misspecification?. Strat. Manage. J. 2000, 21(5):603-609.
60. McWilliams A., Siegel D. Corporate social responsibility: a theory of the firm perspective. Acad. Manage. Rev. 2001, 26(1):114-127.
61. Oakland J. Leadership and policy deployment: the backbone of TQM. Total Qual. Manage. Bus. Excell. 2011, 22(5):517-534.
62. Oppenheim B.W., Przasnyski Z.H. Total quality requires serious training. Qual. Progr. 1999, 32(10):63-73.
63. Park S.Y., Lee S. Financial rewards for social responsibility. A mixed picture for restaurant companies. Cornell Hosp. Q. 2009, 50(2):168-179.
64. Peters R., Mullen M.R. Some evidence of the cumulative effects of Corporate Social Responsibility on financial performance. J. Glob. Bus. Issues 2009, 3(1):1-14.
65. Post J.E., Preston L.E., Sachs S. Managing the extended enterprise: the new stakeholder view. Calif. Manage. Rev. 2002, 45(1):6-28.
66. Prajogo D.I., Sohal A.S. The relationship between organization strategy, total quality management (TQM), and organization performance - the mediating role of TQM. Eur. J. Oper. Res. 2006, 168(1):35-50.
67. Priego M.J.B., Palacios C.A. Analysis of environmental statements issued by EMAS-certified Spanish hotels. Cornell Hosp. Q. 2008, 49(4):381-394.
68. Prud'homme B., Raymond L. Sustainable development practices in the hospitality industry: an empirical study of their impact on customer satisfaction and intentions. IJHM 2013, 34:116-126.
69. Qu H., Ryan B., Chu R. The importance of hotel attributes in contributing to travellers' satisfaction in the Hong Kong hotel industry. J. Qual. Assur. Hosp. Tour. 2000, 1(3):65-83.
70. Robinson J.P., Shaver P.R., Wrightsman L.S. Criteria for scale selection and evaluation. Measures of Personality and Social Psychological Attitudes 1991, Academic Press, San Diego, CA. J.P. Robinson, P.R. Shaver, L.S. Wrightsman (Eds.).
71. Tarí J.J., Claver-Cortés E., Pereira-Moliner J., Molina-Azorín J.F. Levels of quality and environmental management in the hotel industry: their joint influence on firm performance. IJHM 2010, 29(3):500-510.
72. Tsai W.H., Hsu J.L., Chen C.H., Lin W.R., Chen S.P. An integrated approach for selecting corporate social responsibility programs and costs evaluation in the international tourist hotel. IJHM 2010, 29(3):385-396.
73. UNEP-WTO Making tourism more sustainable. A guide for policy makers 2005, United Nations Environment Programme and World Tourism Organization, Paris, Madrid.
74. Viada-Stenger M.C., Balbastre-Benavent F., Redondo-Cano A.M. The implementation of a quality management system based on the Q tourist quality standard. The case of hotel sector. Serv. Bus. 2010, 4(3):177-196.
75. Vitell S.J., Davis D.L. The relationship between ethics and job satisfaction: an empirical investigation. J. Bus. Ethics 1990, 9(6):489-494.
76. Wang C.-H., Chen K.-Y., Chen S.C. Total quality management, market orientation and hotel performance: the moderating effects of external environmental factors. IJHM 2012, 31(1):119-129.
77. Westhead P., Cowling M. Performance contrasts between family and nonfamily unquoted companies in the UJ. Int. J. Entrepreneur. Behav. Res. 1997, 3(1):30-52.
78. Wry T.E. Does business and society scholarship matter to society? Pursuing a normative agenda with critical realism and neoinstitutional theory. J. Bus. Ethics 2009, 89(2):151-171.
79. WTTC Travel and Tourism economic impact 2013 Spain 2013, Word Travel and Tourism Council, London.
80. Zink K.J. From total quality management to corporate sustainability based on a stakeholder management. J. Manage. Hist. 2007, 13(4):394-401.
81. Zutshi A., Sohal A. Integrated management system: the experiences of three Australian organisations. J. Manuf. Technol. Manage. 2005, 16(2):211-232.
82. Zwetsloot G.I.J.M. From management systems to corporate social responsibility. J. Bus. Ethics 2003, 44(2-3):201-207.