Critical success factors for a total quality culture: A structural model
Research on quality based on the cultural perspective claims that, more than an implementation of tools and techniques, quality is the outcome of cultural factors, namely organisational values and practices among which leadership and employee working patterns are of paramount importance. The dev...
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| Main Authors: | , , , |
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| Format: | Article |
| Language: | English |
| Published: |
University of Algarve, ESGHT/CINTURS
2014-01-01
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| Series: | Tourism & Management Studies |
| Subjects: | |
| Online Access: | https://tmstudies.net/index.php/ectms/article/view/641/1174 |
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| Summary: | Research on quality based on the cultural perspective claims that, more
than an implementation of tools and techniques, quality is the outcome
of cultural factors, namely organisational values and practices among
which leadership and employee working patterns are of paramount
importance. The development of a total quality culture is a strategic
issue for the achievement of stakeholder satisfaction and business
competitiveness in a highly demanding and uncertain business
environment. In this research a model integrating the critical success
factors for a total quality culture was tested in organisations of two
subsectors of the tourism industry, using the SEM (Structural Equation
Models with Latent Variables) approach by means of the PLS (Partial
Least Squares) technique. Main findings corroborate that leadership
and employee empowerment are key success factors for a total quality
culture, thus reinforcing the principle that everyone in the organisation
is responsible for quality. However, organisational information and
communication practices were not found to be key success factors. |
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| ISSN: | 2182-8466 |