The Role of Total Quality Management Practices in Improving Service Recovery Performance through Service Innovation in Jordan’s Five-Star Hotels

Q2 Social Sciences

African Journal of Hospitality, Tourism and Leisure Pub Date : 2022-02-28 DOI:10.46222/ajhtl.19770720.219

Mukhles M. Al-Ababneh, Firas J. Al-Shakhsheer, Mohammad Al-Badarneh, M. Masadeh

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引用次数: 1

Abstract

Although the importance of Total Quality Management (TQM) practices in improving hotel service performance is well known since it is a key to achieving service excellence, the role of TQM practices in improving service recovery performance through service innovation in service businesses has remained a relatively untapped research field. Thus, the purpose of the current study is to investigate the impacts of TQM practices on service recovery, as well as the mediating role of service innovation between TQM and service recovery. This study used a quantitative survey method, with data collected from a sample of 414 staff working at Jordan's five-star hotels using a questionnaire. The results indicated a significant positive effect of TQM on service innovation and service recovery, and that service innovation fully mediates the relationship between TQM and service recovery. The current study presents an innovative approach since it is one of the first and few research papers that provide empirical evidence for the mediating effect of service innovation between TQM and service recovery. This study contributes to the existing literature by examining the roles of TQM and service innovation in increasing service recovery performance, and it helps practitioners understand how TQM practices support service innovation and the latter’s role in improving service recovery performance.

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全面质量管理实践在约旦五星级酒店通过服务创新提高服务恢复绩效中的作用

虽然全面质量管理(TQM)实践在提高酒店服务绩效方面的重要性是众所周知的，因为它是实现卓越服务的关键，但TQM实践在通过服务创新提高服务恢复绩效方面的作用仍然是一个相对未开发的研究领域。因此，本研究旨在探讨全面质量管理实践对服务恢复的影响，以及服务创新在全面质量管理与服务恢复之间的中介作用。本研究采用定量调查的方法，通过问卷调查的方式从约旦五星级酒店的414名员工中收集数据。结果表明，TQM对服务创新和服务恢复具有显著的正向影响，服务创新在TQM与服务恢复之间具有中介作用。本研究是第一批也是为数不多的研究服务创新在全面质量管理与服务恢复之间中介作用的实证研究之一，具有创新性。本研究通过考察TQM和服务创新在提高服务恢复绩效中的作用，为现有文献做出了贡献，并有助于从业者了解TQM实践如何支持服务创新以及后者在提高服务恢复绩效中的作用。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

African Journal of Hospitality, Tourism and Leisure Social Sciences-Geography, Planning and Development

CiteScore

2.70

自引率

0.00%

发文量

审稿时长

8 weeks

期刊介绍： AJHTL is a proudly African, independent, privately owned multidisciplinary peer-reviewed journal, not aligned to any institution which is published quarterly. We encourage academic debate and are fully electronic and dedicated to increasing the depth of research across a range of related disciplines with the primary objective of promoting research. New researchers are especially welcome to submit articles to us for consideration. Our articles are read by scholars, students and industry globally. Only authors may submit a paper for review and only original research is considered for publication. Articles that have been either published elsewhere or which are currently considered for publication elsewhere, must not be submitted for reviewing. A journal publication might take from about one month up to one nine months to appear. The reviewing process is competitive with less than 69% of papers considered finally being accepted for publication. Authors must be certain that their paper meets the academic standards of rigorous scholarly research. Authors must have reviewed and cited the critical and recent English references that relate to the research paper. Where other language references are used these must be translated. Articles must be English language edited by authors prior to submission to the journal.