The impact of employees' behaviour and the implementation of total quality management on service quality : a case study in the hotel industry
This study examines the impact of employees' in-role behaviours; and organizational citizenship behaviours on service quality in a number of hotels, and of whom have a TQM programme. Are organizational citizenship behaviours, in-role behaviours and TQM programme likely to influence customers' perceived service quality? The hypothesized model was then developed based on three interlinked literature strands which consider human resources management, TQM, and tourism. A set of relationships between employees' in-role behaviours, organizational citizenship behaviours, total quality management, and service quality was examined by structural equation modeling. A measurement scale of employees' in-role behaviours was developed by employing exploratory factor analysis. Finally, three dimensions of in-role behaviours were developed, namely compliance with procedures, compliance with customer requests, and product knowledge. The results of the study suggested that employees' in-role behaviours and organizational citizenship behaviours have a substantial impact on customers' perception toward service quality in the hotels. The results also showed that the implementation of total quality management in hotel has a moderate effect on employees' in-role behaviours and organizational citizenship behaviours. In order to improve the service quality in hotels, other than the development of clear operational procedures and providing extrinsic rewards, such as bonuses the most important aspect of all, is to enhance organizational citizenship behaviours. Management in implementing total quality management should set goals on employees' job satisfaction to enhance organizational citizenship behaviours.