Total quality management commitment to service recovery performance: An empirical study of front-line hotel employees in the USA

Abstract

ABSTRACT: The aim of this research is to examine the relationship between Total Quality Management (TQM) factors and service recovery performance through the mediating role of job satisfaction and affective commitment in hotels with casinos. TQM factors used in this study which are relevant to the literature in the hotel industry are top management leadership, teamwork, empowerment, reward and training. The research was conducted through a quantitative method using questionnaires which were distributed personally to a sample chosen from frontline employees of three, four, and five-star hotels with casinos in Las Vegas, USA. Having convergence, discriminant, and reliability validities, the collected data was subsequently analyzed by SPSS and AMOS programs. The results of correlation and path analyses confirmed a significant positive relationship between TQM factors and their affective outcomes which are employees’ job satisfaction and affective commitment plus a significant positive relationship between these two elements and their behavioral outcome which is service recovery performance. The implications and limitations of the study are also discussed. Keywords: Total Quality Management (TQM); service recovery performance; job satisfaction; affective commitment; casino hotels; United States. ………………………………………………………………………………………………………………………… ÖZ: Mevcut çalışma toplam kalite yönetimi (TKY) faktörleri ile hizmet iyileştirmesi performansları arasındaki ilişkiyi ortaya çıkarmayı hedeflemektedir. Bu amaçla, Las Vegas Nevada’da faaliyet gösteren ve kumarhanesi olan 3, 4, ve 5 yıldızlı otellerin çalışanları seçilmiştir. Çalışanlara yönelik anketler uygulanmış ve SPPS ile AMOS paket programları aracılığı ile faktör analizleri, uyumluluk testleri ve yapısal modeller gibi istatistiki yöntemler uygulanmıştır. Sonuçlar, TKY faktörleri ile hizmet iyileştirme performansının, çalışma eğilimlerinin, ve çalışan memnuniyetinin pozitif yönde ilişkili olduğunu ortaya koymuştur. Politika önerileri çalışma sonunda verilmiştir. Anahtar Kelimeler: Toplam Kalite Yönetimi (TKY); Hizmet İyileştirme Performansı; İş Memnuniyeti; Çalışma Eğilimi; Kumarhane; Oteller; Birleşik Devletler.