References

• Aas, T. H., & Pedersen, P. E. (2011). The impact of service innovation on firm-level financial performance. The Service Industries Journal, 31, 2071–2090.
   Web of Science ®Google Scholar
• Abdullah, M. M. B., & Tarí, J. J. (2012). The influence of soft and hard quality management practices on performance. Asia Pacific Management Review, 17, 177–193.
   Google Scholar
• Ahmad, H. M. A. H., Iteng, R., & Rahim, M. K. I. A. (2017). Impact of quality management practices on manufacturing performance. International Journal of Supply Chain Management, 6, 279–283.
   Google Scholar
• Ahmad, M. F., Rasi, R. Z., Zakuan, N., & Hisyamudin, M. N. N. (2015). Mediator effect of statistical process control between total quality management (TQM) and business performance in Malaysian automotive industry. IOP Conference Series: Materials Science and Engineering, 100, 012067. doi:10.1088/1757-899X/100/1/012067
   Google Scholar
• Al, S. S. M., & Tu, Z. (2016). The impact of organizational factors on financial performance: Building a theoretical model. International Journal of Management Science and Business Administration, 2, 51–56.
   Google Scholar
• Albuhisi, A. M., & Abdallah, A. B. (2018). The impact of soft TQM on financial performance: The mediating roles of non-financial balanced scorecard perspectives. International Journal of Quality & Reliability Management. doi: 10.1108/IJQRM-03-2017-0036
   Web of Science ®Google Scholar
• Alonso-Almeida, M. D. M., Rodríguez-Antón, J. M., & Rubio-Andrada, L. (2012). Reasons for implementing certified quality systems and impact on performance: An analysis of the hotel industry. The Service Industries Journal, 32, 919–936.
   Web of Science ®Google Scholar
• Al-Refaie, A., Ghnaimat, O., & Ko, J. H. (2011). The effects of quality management practices on customer satisfaction and innovation: A perspective from Jordan. International Journal of Productivity and Quality Management, 8, 398–415.
   Google Scholar
• Androwis, N., Sweis, R. J., Tarhini, A., Moarefi, A., & Hosseini Amiri, M. (2018). Total quality management practices and organizational performance in the construction chemicals companies in Jordan. Benchmarking: An International Journal, 25, 3180–3205.
   Web of Science ®Google Scholar
• Appiah Fening, F., Pesakovic, G., & Amaria, P. (2008). Relationship between quality management practices and the performance of small and medium size enterprises (SMEs) in Ghana. International Journal of Quality and Reliability Management, 25, 694–708.
   Google Scholar
• Aquilani, B., Silvestri, C., Ruggieri, A., & Gatti, C. (2017). A systematic literature review on total quality management critical success factors and the identification of new avenues of research. The TQM Journal, 29, 184–213.
   Google Scholar
• Arauz, R., Matsuo, H., & Suzuki, H. (2009). Measuring changes in quality management: An empirical analysis of Japanese manufacturing companies. Total Quality Management & Business Excellence, 20, 1337–1374.
   Web of Science ®Google Scholar
• Bakotić, D., & Rogošić, A. (2017). Employee involvement as a key determinant of core quality management practices. Total Quality Management and Business Excellence, 28, 1209–1226.
   Web of Science ®Google Scholar
• Barros, C. P. (2005). Measuring efficiency in the hotel sector. Annals of Tourism Research, 32, 456–477.
   Web of Science ®Google Scholar
• Basu, R., Bhola, P., Ghosh, I., & Dan, P. K. (2018). Critical linkages between quality management practices and performance from Indian IT enabled service SMEs. Total Quality Management and Business Excellence, 29, 881–919.
   Web of Science ®Google Scholar
• Benavides-Chicón, C. G., & Ortega, B. (2014). The impact of quality management on productivity in the hospitality sector. International Journal of Hospitality Management, 42, 165–173.
   Web of Science ®Google Scholar
• Bertalanffy, L. (1968). General system theory: Foundations, development, applications. New York: Braziller.
   Google Scholar
• Bou-Llusar, J. C., Escrig-Tena, A. B., Roca-Puig, V., & Beltrán-Martín, I. (2009). An empirical assessment of the EFQM Excellence Model: Evaluation as a TQM framework relative to the MBNQA Model. Journal of Operations Management, 27, 1–22.
   Web of Science ®Google Scholar
• Bouranta, N., Psomas, E., Suárez-Barraza, M. F., & Jaca, C. (2019). The key factors of total quality management in the service sector: A cross-cultural study. Benchmarking: An International Journal. doi: 10.1108/BIJ-09-2017-0240
   Web of Science ®Google Scholar
• Brah, S. A., Li Wong, J., & Madhu Rao, B. (2000). TQM and business performance in the service sector: A Singapore study. International Journal of Operations & Production Management, 20, 1293–1312.
   Web of Science ®Google Scholar
• Bueno, E. V., Beauchamp Weber, T. B., Bomfim, E. L., & Kato, H. T. (2019). Measuring customer experience in service: A systematic review. The Service Industries Journal. doi: 10.1080/02642069.2018.1561873
   Web of Science ®Google Scholar
• Byrne, B. M. (2010). Structural equation modeling with AMOS. Basic concepts, applications, and programming. New York: Routledge.
   Google Scholar
• Calvo-Mora, A., Ruiz-Moreno, C., Picón-Berjoyo, A., & Cauzo-Bottala, L. (2014). Mediation effect of TQM technical factors in excellence management systems. Journal of Business Research, 67, 769–774.
   Web of Science ®Google Scholar
• Chang, S. J., Van Witteloostuijn, A., & Eden, L. (2010). From the editors: Common method variance in international business research. Journal of International Business Studies, 41, 178–184.
   Web of Science ®Google Scholar
• Chatterjee, J. (2017). Strategy, human capital investments, business-domain capabilities, and performance: A study in the global software services industry. Strategic Management Journal, 38, 588–608.
   Web of Science ®Google Scholar
• Chaudary, S., Zafar, S., & Salman, M. (2015). Does total quality management still shine? Re-examining the total quality management effect on financial performance. Total Quality Management and Business Excellence, 26, 811–824.
   Web of Science ®Google Scholar
• Chen, S. H. (2013). Integrated analysis of the performance of TQM tools and techniques: A case study in the Taiwanese motor industry. International Journal of Production Research, 51, 1072–1083.
   Web of Science ®Google Scholar
• Contractor, F. J., Kundu, S. K., & Hsu, C. C. (2003). A three-stage theory of international expansion: The link between multinationality and performance in the service sector. Journal of International Business Studies, 34, 5–18.
   Web of Science ®Google Scholar
• Crosby, P. B. (1979). Quality is free. New York: New American Library.
   Google Scholar
• Deloitte. (2018). Smart steps, new opportunities. Business services outlook 2018. Retrieved from https://www2.deloitte.com/content/dam/Deloitte/uk/Documents/bps/deloitte-uk-business-services-outlook-2018.pdf
   Google Scholar
• Deming, W. E. (1982). Quality, productivity and competitive position. Cambridge, MA: Massachusetts Institute of Technology. Center for Advanced Engineering.
   Google Scholar
• Deming, W. E. (1986). Out of the crisis. Cambridge, MA: Massachusetts Institute of Technology.
   Google Scholar
• Ding, D., Guan, C., Fang, Z., & Lee, P. M. (2017). Does online rating affect companies’ financial performance? Evidence From Hotels in Singapore. Journal of Accounting and Finance, 17, 60–75.
   Google Scholar
• Douglas, T. J., & Fredendall, L. D. (2004). Evaluating the Deming management model of total quality in services. Decision Sciences, 35, 393–422.
   Web of Science ®Google Scholar
• Douglas, T. J., & Judge Jr, W. Q. (2001). Total quality management implementation and competitive advantage: The role of structural control and exploration. Academy of Management Journal, 44, 158–169.
   Web of Science ®Google Scholar
• Dow, D., Samson, D., & Ford, S. (1999). Exploding the myth: Do all quality management practices contribute to superior quality performance? Production and Operations Management, 8, 1–27.
   Web of Science ®Google Scholar
• Dubey, R., Gunasekaran, A., Childe, S. J., Papadopoulos, T., Hazen, B. T., & Roubaud, D. (2018). Examining top management commitment to TQM diffusion using institutional and upper echelon theories. International Journal of Production Research, 56, 2988–3006.
   Web of Science ®Google Scholar
• Ebrahimi, M., & Sadeghi, M. (2013). Quality management and performance: An annotated review. International Journal of Production Research, 51, 5625–5643.
   Web of Science ®Google Scholar
• Egyptian Ministry of Tourism. (2015). Egyptian hotel guide. Egypt.
   Google Scholar
• Euromonitor. (2018). Global economic forecasts: Q1 2018. www.portal.euromonitor.com/portal/?VY%2fjhgmXquNv%2f7xR9yrmJQ%3d%3d
   Google Scholar
• Flynn, B. B., & Saladin, B. (2001). Further evidence on the validity of the theoretical models underlying the Baldrige criteria. Journal of Operations Management, 19, 617–652.
   Web of Science ®Google Scholar
• Flynn, B. B., Schroeder, R. G., & Sakakibara, S. (1995). The impact of quality management practices on performance and competitive advantage. Decision Sciences, 26, 659–691.
   Web of Science ®Google Scholar
• Fotopoulos, C. V., & Psomas, E. L. (2010). The structural relationships between TQM factors and organizational performance. The TQM Journal, 22, 539–552.
   Google Scholar
• Gadenne, D., & Sharma, B. (2009). An investigation of the hard and soft quality management factors of Australian SMEs and their association with firm performance. International Journal of Quality and Reliability Management, 26, 865–880.
   Google Scholar
• Gelübcke, J. P. W. (2013). Foreign ownership and firm performance in German services. The Service Industries Journal, 33, 1564–1598.
   Web of Science ®Google Scholar
• Ghani, E., & Kharas, H. (2010). The service revolution. Economic Premise; No. 14. Washington, DC: World Bank. Retrieved from https://openknowledge.worldbank.org/handle/10986/10187
   Google Scholar
• Gloede, T. D., Pulm, J., Hammer, A., Ommen, O., Kowalski, C., Groß, S. E., & Pfaff, H. (2013). Interorganizational relationships and hospital financial performance: A resource-based perspective. The Service Industries Journal, 33, 1260–1274.
   Web of Science ®Google Scholar
• Groves, R. M. (2006). Nonresponse rates and nonresponse bias in household surveys. Public Opinion Quarterly, 70, 646–675.
   Web of Science ®Google Scholar
• Hackman, J. R., & Wageman, R. (1995). Total quality management: Empirical, conceptual, and practical issues. Administrative Science Quarterly, 40, 309–342.
   Web of Science ®Google Scholar
• Hair, J., Black, B., Babin, B., Ralph, A., & Ronald, T. (2010). Multivariate data analysis. London: Prentice-Hall.
   Google Scholar
• Hendricks, K. B., & Singhal, V. R. (2001). Firm characteristics, total quality management, and financial performance. Journal of Operations Management, 19, 269–285.
   Web of Science ®Google Scholar
• Ho, D. C. K., Duffy, V. G., & Shih, H. M. (2001). Total quality management: An empirical test for mediation effect. International Journal of Production Research, 39, 529–548.
   Web of Science ®Google Scholar
• Hu, L. T., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling: A Multidisciplinary Journal, 6, 1–55.
   Web of Science ®Google Scholar
• Idris, F. (2011). Total quality management (TQM) and sustainable company performances: Examining the relationship in Malaysian firms. International Journal of Business and Society, 12, 31–52.
   Google Scholar
• ISO. (2015). ISO 9000:2015(en) Quality management systems — fundamentals and vocabulary, Retrieved from https://www.iso.org/obp/ui/#iso:std:iso:9000:ed-4:v1:en
   Google Scholar
• Jaafreh, A. B., & Al-abedallat, A. Z. (2012). The effect of quality management practices on organizational performance in Jordan. An empirical study. International Journal of Financial Research, 4, 93–109.
   Google Scholar
• Jayaram, J., Ahire, S. L., & Dreyfus, P. (2010). Contingency relationships of firm size, TQM duration, unionization, and industry context on TQM implementation—a focus on total effects. Journal of Operations Management, 28, 345–356.
   Web of Science ®Google Scholar
• Johnston, R. (1988). Service industries - improving competitive performance. The Service Industries Journal, 8, 202–211.
   Google Scholar
• Juran, J. M. (1986). The quality trilogy. Quality Progress, 19, 19–24.
   Google Scholar
• Juran, J. M. (1988). On planning for quality. New York: Collier Macmillan.
   Google Scholar
• Katırcıoglu, S., Ozatac, N., & Taspınar, N. (2018). The role of oil prices, growth and inflation in bank profitability. The Service Industries Journal. doi: 10.1080/02642069.2018.1460359
   Web of Science ®Google Scholar
• Kaynak, H. (2003). The relationship between total quality management practices and their effects on business performance. Journal of Operations Management, 21, 405–435.
   Web of Science ®Google Scholar
• Kaynak, H., & Hartley, J. (2008). A replication and extension of quality management into the supply chain. Journal of Operations Management, 26, 468–489.
   Web of Science ®Google Scholar
• Khan, B. A., & Naeem, H. (2016). Measuring the impact of soft and hard quality practices on service innovation and organisational performance. Total Quality Management and Business Excellence. doi: 10.1080/14783363.2016.1263543
   Web of Science ®Google Scholar
• Kim, K. H., Kim, M., & Qian, C. (2018). Effects of corporate social responsibility on corporate financial performance: A competitive-action perspective. Journal of Management, 44, 1097–1118.
   Web of Science ®Google Scholar
• Kitsios, F., & Kamariotou, M. (2019). Mapping new service development: A review and synthesis of literature. The Service Industries Journal. doi: 10.1080/02642069.2018.1561876
   Web of Science ®Google Scholar
• Knoll, S. (2008). Cross-business synergies a typology of cross-business synergies and a mid-range theory of continuous growth synergy realization. Wiesbaden: Springer Science & Business Media.
   Google Scholar
• Kumar, P., Maiti, J., & Gunasekaran, A. (2018). Impact of quality management systems on firm performance. International Journal of Quality & Reliability Management, 35, 1034–1059.
   Web of Science ®Google Scholar
• Lakhal, L., Pasin, F., & Limam, M. (2006). Quality management practices and their impact on performance. International Journal of Quality and Reliability Management, 23, 625–646.
   Google Scholar
• Laosirihongthong, T., Teh, P. L., & Adebanjo, D. (2013). Revisiting quality management and performance. Industrial Management and Data Systems, 113, 990–1006.
   Web of Science ®Google Scholar
• Liang, C. J., & Wang, W. H. (2008). How managers in the financial services industry ensure financial performance. The Service Industries Journal, 28, 193–210.
   Web of Science ®Google Scholar
• Loungani, P., Mishra, S., Papageorgiou, C., & Wang, K. (2017). World trade in services: evidence from a new dataset, IMF WP/17/77. https://www.imf.org/~/media/Files/Publications/WP/2017/wp1777.ashx
   Google Scholar
• Madanoglu, M., Lee, K., & Castrogiovanni, G. J. (2013). Does franchising pay? Evidence from the restaurant industry. The Service Industries Journal, 33, 1003–1025.
   Web of Science ®Google Scholar
• Mehralian, G., Nazari, J. A., Nooriparto, G., & Rasekh, H. R. (2017). TQM and organizational performance using the balanced scorecard approach. International Journal of Productivity and Performance Management, 66, 111–125.
   Web of Science ®Google Scholar
• Montes, F. L., & Jover, A. V. (2004). Total quality management, institutional isomorphism and performance: The case of financial services. The Service Industries Journal, 24, 103–119.
   Web of Science ®Google Scholar
• Nair, A. (2006). Meta-analysis of the relationship between quality management practices and business performance-implications for quality management theory development. Journal of Operations Management, 24, 948–975.
   Web of Science ®Google Scholar
• Nair, G. K., & Choudhary, N. (2016). Influence of critical success factors of total quality management on financial and non-financial performance of hospitality industry: An empirical study. International Journal of Productivity and Quality Management, 17, 409–436.
   Google Scholar
• Nasim, K. (2018). Role of internal and external organizational factors in TQM implementation: A systematic literature review and theoretical framework. International Journal of Quality & Reliability Management, 35, 1014–1033.
   Web of Science ®Google Scholar
• Njenga, J. (2016). Quality management practices and performance of energy sector parastatals in Kenya. Strategic Journal of Business and Change Management, 3, 153–167.
   Google Scholar
• Nunnally, J. C., & Bernstein, I. H. (1994). Psychometric theory. New York: McGraw-Hill.
   Google Scholar
• OECD. (2008). The contribution of services to development and the role of trade liberalization and regulation. Retrieved from http://www.oecd.org/investment/globalforum/40302909.pdf
   Google Scholar
• O’Neill, P., Sohal, A., & Teng, C. W. (2016). Quality management approaches and their impact on firms׳ financial performance–An Australian study. International Journal of Production Economics, 171, 381–393.
   Web of Science ®Google Scholar
• Panuwatwanich, K., & Nguyen, T. T. (2017). Influence of total quality management on performance of Vietnamese construction firms. Procedia Engineering, 182, 548–555.
   Google Scholar
• Patyal, V. S., & Koilakuntla, M. (2017). The impact of quality management practices on performance: An empirical study. Benchmarking: An International Journal, 24, 511–535.
   Web of Science ®Google Scholar
• Phan, A. C., Abdallah, A. B., & Matsui, Y. (2011). Quality management practices and competitive performance. Empirical evidence from Japanese manufacturing companies. International Journal of Production Economics, 133, 518–529.
   Web of Science ®Google Scholar
• Podsakoff, P. M., MacKenzie, S. B., Lee, J. Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88, 879–903.
   PubMed Web of Science ®Google Scholar
• Porter, M. E. (1980). Competitive strategy. New York: Free Press.
   Google Scholar
• Powell, T. C. (1995). Total quality management as competitive advantage: A review and empirical study. Strategic Management Journal, 16, 15–37.
   Web of Science ®Google Scholar
• Prajogo, D. I. (2005). The comparative analysis of TQM practices and quality performance between manufacturing and service firms. International Journal of Service Industry Management, 16, 217–228.
   Google Scholar
• Psomas, E. L., & Jaca, C. (2016). The impact of total quality management on service company performance: Evidence from Spain. International Journal of Quality and Reliability Management, 33, 380–398.
   Web of Science ®Google Scholar
• Psomas, E., Vouzas, F., & Kafetzopoulos, D. (2014). Quality management benefits through the “soft” and “hard” aspect of TQM in food companies. The TQM Journal, 26, 431–444.
   Google Scholar
• Rahman, S., & Bullock, P. (2005). Soft TQM, hard TQM, and organizational performance relationships: An empirical investigation. Omega, 33, 73–83.
   Web of Science ®Google Scholar
• Ryu, H. S., & Lee, J. N. (2016). Innovation patterns and their effects on firm performance. The Service Industries Journal, 36, 81–101.
   Web of Science ®Google Scholar
• Sadikoglu, E., & Zehir, C. (2010). Investigating the effects of innovation and employee performance on the relationship between total quality management practices and firm performance: An empirical study of Turkish firms. International Journal of Production Economics, 127, 13–26.
   Web of Science ®Google Scholar
• Samson, D., & Terziovski, M. (1999). The relationship between total quality management practices and operational performance. Journal of Operations Management, 17, 393–409.
   Google Scholar
• Saraph, J. V., Benson, P. G., & Schroeder, R. G. (1989). An instrument for measuring the critical factors of quality management. Decision Sciences, 20, 810–829.
   Web of Science ®Google Scholar
• Shafiq, M., Lasrado, F., & Hafeez, K. (2019). The effect of TQM on organisational performance: Empirical evidence from the textile sector of a developing country using SEM. Total Quality Management and Business Excellence, 30, 31–52.
   Web of Science ®Google Scholar
• Shewhart, W. A. (1931). Economic control of quality of manufactured product. New York: D Van Nostrand Company.
   Google Scholar
• Sila, I. (2018). Linking quality with social and financial performance: A Contextual, Ethics-based approach. Production and Operations Management, 27, 1102–1123.
   Web of Science ®Google Scholar
• Sila, I., & Ebrahimpour, M. (2005). Critical linkages among TQM factors and business performance. International Journal of Operations and Production Management, 25, 1123–1155.
   Web of Science ®Google Scholar
• Sinthupundaja, J., Chiadamrong, N., & Kohda, Y. (2018). Internal capabilities, external cooperation and proactive CSR on financial performance. The Service Industries Journal. doi: 10.1080/02642069.2018.1508459
   Web of Science ®Google Scholar
• Sit, W. Y., Ooi, K. B., Lin, B., & Yee-Loong Chong, A. (2009). TQM and customer satisfaction in Malaysia's service sector. Industrial Management and Data Systems, 109, 957–975.
   Web of Science ®Google Scholar
• Steiger, J. H. (2007). Understanding the limitations of global fit assessment in structural equation modelling. Personality and Individual Differences, 42, 893–898.
   Web of Science ®Google Scholar
• Sureshchandar, G. S., Rajendran, C., & Anantharaman, R. N. (2001). A conceptual model for total quality management in service organizations. Total Quality Management, 12, 343–363.
   Web of Science ®Google Scholar
• Swanson, R. A. (1999). The foundations of performance improvement and implications for practice. Advances in Developing Human Resources, 1, 1–25.
   Google Scholar
• Tabachnick, B. G., & Fidell, L. S. (2007). Using multivariate statistics. Boston, MA: Pearson Education.
   Google Scholar
• Tamimi, N. (1998). A second-order factor analysis of critical TQM factors. International Journal of Quality Science, 3, 71–79.
   Google Scholar
• Tarí, J. J., Molina, J. F., & Castejon, J. L. (2007). The relationship between quality management practices and their effects on quality outcomes. European Journal of Operational Research, 183, 483–501.
   Web of Science ®Google Scholar
• Tarí, J. J., Pereira-Moliner, J., Pertusa-Ortega, E. M., López-Gamero, M. D., & Molina-Azorín, J. F. (2017). Does quality management improve performance or vice versa? Evidence from the hotel industry. Service Business, 11, 23–43.
   Web of Science ®Google Scholar
• Valmohammadi, C. (2011). The impact of TQM implementation on the organizational performance of Iranian manufacturing SMEs. The TQM Journal, 23, 496–509.
   Google Scholar
• Wheaton, B., Muthen, B., Alwin, D. F., & Summers, G. F. (1977). Assessing reliability and stability in panel models. Sociological Methodology, 8, 84–136.
   Google Scholar
• Wilkinson, A. (1992). The other side of quality: ‘soft’ issues and the human resource dimension. Total Quality Management, 3, 323–330.
   Google Scholar
• Williams, L. J., Vandenberg, R. J., & Edwards, J. R. (2009). 12 structural equation modeling in management research: A guide for improved analysis. Academy of Management Annals, 3, 543–604.
   Web of Science ®Google Scholar
• Wokabi, E. T. (2016). The influence of quality management practices on financial performance of Commercial Banks in Kenya (Dissertation). Strathmore University. Retrieved from https://su-plus.strathmore.edu/handle/11071/4842
   Google Scholar
• Xiong, J., He, Z., Deng, Y., Zhang, M., & Zhang, Z. (2017). Quality management practices and their effects on the performance of public hospitals. International Journal of Quality and Service Sciences, 9, 383–401.
   Web of Science ®Google Scholar
• York, K. M., & Miree, C. E. (2004). Causation or covariation: An empirical re-examination of the link between TQM and financial performance. Journal of Operations Management, 22, 291–311.
   Web of Science ®Google Scholar
• Yu, Y., Byun, W. H., & Lee, T. J. (2014). Critical issues of globalisation in the international hotel industry. Current Issues in Tourism, 17, 114–118.
   Web of Science ®Google Scholar
• Zehir, C., & Sadikoglu, E. (2012). Relationships among total quality management practices: An empirical study in Turkish industry. International Journal of Performability Engineering, 8, 667–678.
   Google Scholar
• Zeng, J., Phan, C. A., & Matsui, Y. (2015). The impact of hard and soft quality management on quality and innovation performance: An empirical study. International Journal of Production Economics, 162, 216–226.
   Web of Science ®Google Scholar
• Zu, X. (2009). Infrastructure and core quality management practices: How do they affect quality? International Journal of Quality and Reliability Management, 26, 129–149.
   Google Scholar