THE STUDY OF TOTAL QUALITY MANAGEMENT ON BUSINESS PERFORMANCE IN TOURIST HOTELS IN TAIWAN

Yu- Lun Hsu(Primary Author)

Department of Management, Fo Guang University

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Abstract

Based on a novel perspective of dynamic capability, which refers to how well a business can react to changes happening in the environment in which it operates, this study investigates the relationship among market orientation (MO), total quality management (TQM), and organizational learning (OL) through a questionnaire survey on managers of hotels in Taiwan. The following conclusions have been reached: (1) Research constructs TQM and OL (but not MO) showed significant influence on business performance (BP); and (2) While TQM and OL exhibited mediating effects between MO and OL and between MO/TQM and BP, respectively, the effects of MO on BP were also mediated by a series of TQM- and OL- related mediators.

Keywords: business performance, total quality management, market orientation, tourist hotel, organizational learning

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