Total quality management, market orientation and hotel performance: The moderating effects of external environmental factors

• Published in: International journal of hospitality management 2012-03, Vol.31 (1), p.119-129
• Main Authors: Wang, Cheng-Hua, Chen, Kuan-Yu, Chen, Shiu-Chun
• Format: Article
• Language: English
• Subjects: External environmental factors; Hotel performance; Market orientation; Structural Equation Model; Total quality management
• ISSN: 0278-4319; 1873-4693
• DOI: 10.1016/j.ijhm.2011.03.013

► TQM positively affects hotel performance. ► Market orientation positively affects hotel performance. ► TQM is an antecedent of market orientation. Market orientation has the mediating effect between TQM and hotel performance. ► The external environmental factors moderate the relationship between TQM or market orientation on hotel performance. With the market competition of hotel industry being heated, it is critical that hotels have a breadth of resource and more flexible forms to meet the needs of a changing marketplace. In the past, the relation of total quality management (TQM), market orientation, and performance are equivocal. These mixed results may be due to some factors or not to include the environmental factors. This study adopts the Input-Processing-Output (IPO) concept model to construct all variables research model. The research surveyed samples of 588 and used Structural Equation Model and discriminate analysis for analysis and testing. The results show that TQM positively affects hotel performance. Market orientation positively affects hotel performance. Market orientation has the mediating effect between TQM and hotel performance. External environment factors truly play a moderator between TQM, market orientation and hotel performance, especially when external environment factors greater changes are going to help to build relationship with customer, to enhance hotel performance and further to gain chance of hotel's survival.