Please use this identifier to cite or link to this item:

Title: Dependency Relationships Between Critical Factors of Quality and Employee Satisfaction
Authors: Álvarez-García, José
Del Río-Rama, María de la Cruz
Saraiva, Margarida
Ramos-Pires, António
Editors: Eskildsen, Jacob Kjær
Keywords: quality management
‘Q for tourist quality’
results of the employees
structural equation model
Issue Date: 18-Mar-2015
Publisher: Routledge - Taylor & Francis Group
Citation: José Álvarez-García, María de la Cruz Del Río-Rama, Margarida Saraiva & António Ramos-Pires. (2015) “Dependency Relationships Between Critical Factors of Quality and Employee Satisfaction" Total Quality Management & Business Excellence. ISSN: 1478-3363 (Print) 1478-3371 (Online). DOI: 10.1080/14783363.2015.1021243
Abstract: The literature has paid very little attention to the effects of the critical factors of quality on employee satisfaction in the tourism context. Therefore, the aim of this study is to examine these relationships among tourist accommodation enterprises considering the perception of quality managers. A theoretical model together with the hypotheses to be contrasted is proposed and it is validated by the technique of structural equation models. The target population of the study is made up of tourist accommodations certified with ‘Q for Quality’ in Spain. The structural equation model provides evidence that the critical factor antecedents of employee satisfaction are process management and quality policy and planning; the latter criterion has a greater influence. The study also found that leadership is an important factor for obtaining results from employees through the rest of the variables that make up the model and employee satisfaction promotes learning within the organisation.
ISSN: 1478-3363 (Print) 1478-3371 (Online)
Type: article
Appears in Collections:CEFAGE - Publicações - Artigos em Revistas Internacionais Com Arbitragem Científica
GES - Publicações - Artigos em Revistas Internacionais Com Arbitragem Científica

Files in This Item:

File Description SizeFormat
Abstract - TQM&BE 2015_1.pdf209.58 kBAdobe PDFView/Open
FacebookTwitterDeliciousLinkedInDiggGoogle BookmarksMySpaceOrkut
Formato BibTex mendeley Endnote Logotipo do DeGóis 

Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.


Dspace Dspace
DSpace Software, version 1.6.2 Copyright © 2002-2008 MIT and Hewlett-Packard - Feedback
UEvora B-On Curriculum DeGois