Is Total Quality Management Feasible in a Developing Context? The Employees' Perspective in the United Arab Emirates Public Sector

Abstract

The objective of this article is to study the attitudes of United Arab Emirates public sector employees toward the elements of TQM as expressed by the “Triangle of Service Quality” developed by Morgan and Mugatroyed (1995). The study uses data from a random sample of public sector employees selected from different public sector organizations in all Emirates and utilizes statistical tools to test hypotheses about the attitudes of UAE public sector employees toward the different elements of the “Triangle of Service Quality”. The study finds that generally the employees' attitudes are not positive and recommends employees' training in TQM philosophy.