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Competing models of quality management and financial performance improvement.

Augustyn, M., Elshaer, I. and Akamavi, R., 2021. Competing models of quality management and financial performance improvement. Service Industries Journal, 41 (11-12), 803-831.

Full text available as:

SIJ - accepted 2019-03-25 Augustyn et al.pdf - Accepted Version
Available under License Creative Commons Attribution Non-commercial.


DOI: 10.1080/02642069.2019.1601706


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.

Item Type:Article
Uncontrolled Keywords:financial performance; quality management; core practices; infrastructure practices; Egyptian hotels
Group:Bournemouth University Business School
ID Code:33299
Deposited By: Symplectic RT2
Deposited On:27 Jan 2020 15:07
Last Modified:14 Mar 2022 14:19


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