Supply chain quality management: an empirical study

• Published in: International journal of contemporary hospitality management 2016-01, Vol.28 (11), p.2446-2472
• Main Authors: Zhong, Jianlan, Ma, Yizhong, Tu, Yiliu, Li, Xia
• Format: Article
• Language: English
• Subjects: Culinary tourism; Employees; Hospitality industry; Hotels & motels; Manufacturing; Quality of service; Suppliers; Supply chain management; Supply chains
• ISSN: 0959-6119; 1757-1049
• DOI: 10.1108/IJCHM-03-2015-0110

Purpose This paper aims to focus on supply chain quality (SCQ) in the hospitality industry in China, and to stress the importance of the synergy of quality management (QM) and supply chain management (SCM). The authors have investigated the relationship among QM practices, SCM practices, SCQ and hotel performance, and examined the effect of contextual variables. Design/methodology/approach This study mainly uses a questionnaire survey to collect data relating to the research hypotheses. Structural equation model technique is suited for our research purposes, and the LISREL software is implemented to test the conceptual model. Findings The results show that QM practices and SCM practices are significantly correlated. QM practices/SCM practices are positively related to SCQ, and consequently influence hotel performance. SCQ has the mediating effect between QM/SCM practices and hotel performance. Contextual variables truly play a moderator between QM/SCM practices and SCQ. Research limitations/implications Hotel managers should look beyond their own hotels into supply chain to manage quality, highlight the importance of interdepartmental or external (i.e. customers or suppliers) connectedness, such as building close and long-term relationships with well-chosen suppliers, encouraging customer involvement and establishing an effective interface for accumulating information regarding customers’ needs and feedback. Hotel managers are also able to realize the influence of contextual variables (e.g. the new normal state of the Chinese economy), and further to gain chance of hotel’s survival. Originality/value This study focuses on SCQ and tries to fill a gap in the exiting literature on SCQ management in hospitality industry.