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Competing models of quality management and financial performance improvement

Augustyn, Marcjanna M.; Elshaer, Ibrahim A.; Akamavi, Raphaël K.


Ibrahim A. Elshaer

Raphaël K. Akamavi



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 modelling. 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.

Journal Article Type Article
Journal The Service Industries Journal
Print ISSN 0264-2069
Electronic ISSN 1743-9507
Publisher Taylor & Francis (Routledge)
Peer Reviewed Peer Reviewed
Pages 1-29
Institution Citation Augustyn, M. M., Elshaer, I. A., & Akamavi, R. K. (in press). Competing models of quality management and financial performance improvement. The service industries journal, 1-29.
Keywords Financial performance; Quality management; Core practices; Infrastructure practices; Egyptian hotels
Publisher URL
Additional Information Peer Review Statement: The publishing and review policy for this title is described in its Aims & Scope.; Aim & Scope: http://www.tandfonline....ope&journalCode=fsij20; Received: 2017-09-25; Accepted: 2019-03-25; Published: 2019-04-12


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