Abstract
Although many studies have focused on significant role of total quality management (TQM) in literature, little attention has been paid to using the fuzzy multiple criteria decision making (FMCDM) for analysis TQM factors especially in the context of hospitality. The purpose of this study is to identify, prioritize and evaluate the TQM critical success factors (CSFs) in hospitality industry by integrating the theory of fuzzy sets, quantitative and qualitative approaches. Primary criteria to evaluate TQM CSFs are achieved by the literature survey, and the Fuzzy Delphi Method (FDM) has been used by experts for evaluating of soft and hard TQM CSFs. In the following step, we employed the Fuzzy Analytic Hierarchy Process (FAHP) to find the weights of criteria. The results of this study indicated that, internal and external cooperation had the first rank among other CSFs in hospitality industry. In addition, the second and third rank in soft aspect includes customer focus and leadership respectively. The findings of this study shown guidance to practitioners and managers of quality to implement of TQM in their organizations, effectively by using the suggested set of identified TQM CSFs.
Highlights
Sohal and Terziovski (1997) examined the differences of total quality management (TQM) in 85 service companies and 261 manufacturing companies, the results of this study demonstrated that, a little attention has been paid about using the Quality Management (QM) tools, statistical process control
The current study presents a review of the literature on TQM and attempted to identify, evaluate and prioritizing various critical success factors (CSFs) for implementation of TQM in the hospitality industry of developing countries such as Iran
The questionnaires were given to the researchers in order to examine the TQM CSFs in hospitality industry
Summary
In the past 50 years, total quality management (TQM) has been broadly adopted by many firms Andrade, Mendes and Lourenço (2017); Aoun and Hasnan (2017); Chuang, Chen and. The findings of this paper found that there were the significant statistical differences in factors of empowerment among the two groups of companies. Aoun and Hasnan (2017) examined the impact of soft TQM on employees innovation skills in 13 Lebanese hospitals.
Sign-in/Register to view highlights & summary Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
