Competing models of quality management and financial performance improvement

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 modeling. 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 ongoing debates in quality and service management literature on factors that impact financial performance.

简叙

根据埃及288家四星级和五星级酒店的总经理调查数据以及结构方程模型，我们对六种质量管理和财务绩效改进的模型进行了假设和统计检验。对这些概念及结构不同的模型的比较分析结果表明，如果能从整体观角度以质量管理作为共同点链接各相关环节（高层管理领导;员工管理;客户关注;供应商管理;流程管理;质量数据和报告），绩效可以得到优化 。因此，管理者必须将所有利益相关者纳入有效质量管理体系的设计和实施。本研究：提高我们对质量管理各模型在改善财务绩效中作用的认知;加深我们对能够提高组织绩效的质量管理体系的主要特征的理解;并有益于质量和服务管理研究中关于影响财务业绩因素的持续辩论。

KEYWORDS:

• Financial performance
• quality management
• core practices
• infrastructure practices
• Egyptian hotels

关键词:

• 财务业绩，质量管理，核心实践，基础设施实践，埃及酒店

Disclosure Statement

No potential conflict of interest was reported by the authors.