Total Quality Management Practices in Indian Hospitality Industry ...

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Total Quality Management Practices in Indian Hospitality Industry: Some… 4. Continuous improvement and innovation CII 5. Supplier management SM 6. Employee involvement EI 7. Information and analysis IA 8. Process management PM 9. Quality systems QS 10. Benchmarking BM 11. Quality culture QC 12. Human resource management HRM 13. Strategic planning SP 14. Employee encouragement EE 15. Teamwork TW 16. Product and service design PSD 17. Communication COM (Source: Talib et al., 2011a,b) 2.2 TQM in Hospitality Industry As per the report of Ministry of Tourism (2010), Indian hospitality industry has been accepted as one of the fastest growing industries in terms of GDP, revenue generation and foreign exchange earnings. The report also revealed that it is a major contributor to the national integration process of the country as well as preserver of natural and cultural environment (Talib et al., 2012). It is also expected that hospitality sector is expected to generate tremendous employment and foreign exchange by 2019. The current body of literature on TQM in hospitality industry showed that it has been applied to all segments of the hospitality (example hotels, restaurant, food services etc.) (Talib et al., 2012). Further, it was also revealed that few studies have been conducted in this area and most of them are conceptual or literature review type. For example Alvarez et al. (2012) in their study reported how quality management is carried out in hotels in the Basque Country, a region in the north of Spain with a long tradition in the tourist sector. They found a large percentage of hotels implement a quality management system that has been designed in-house. The study also indicated that a significant number of hotels implement a policy of continuous improvement. Sila and Ebrahimpour (2003) in their exploratory research analyzed and compared the TQM practices of three luxury hotels located in the Northeastern part of the US and found leadership, guest and market focus, and information and analysis as the three most significant TQM factors. Study by Holjevac (2008) using literature review and theoretical approach aimed to emphasize business ethics as a dimension of TQM in tourism in National Conference on Emerging Challenges for Sustainable Business 2012 1871
Total Quality Management Practices in Indian Hospitality Industry: Some… helping Croatia approximate European Union standards. Keating and Harrington (2003) reviewed the literature on the implementation of quality program in the Irish hotel industry. Top-management sponsorship and the provision of training and value promotion throughout the organization were found to be important factors in this industry. Similarly, Pyo (2000) in his literature review discussed the perspectives and research agenda of quality research in tourism and hospitality. Further review of previous literature on TQM in hospitality industry by Wang et al. (2012); Chen et al. (2012); Daghfous and Barkhi (2009); Politis et al. (2009); Chartrungruang et al. (2006); Claver- Cortés et al. (2008) and others are of interest too. 3. Research Methodology This section discusses the sample and data collection procedures used in this study as well as instrument administration approach to target the principle respondents. In order to accomplish the objective of this study, a self-administered structured questionnaire survey methodology was adopted based on the works of Antony et al. (2002); Brah et al. (2000); Sureshchandar et al. (2001); Bayraktar et al.(2008). The study uses an electronic mail (e-mail) survey means to collect relevant data as done by earlier studies in this area (Kureshi et al., 2010; Zu, 2009). The instrument was initially validated through a pilot study before it was actually used for primary data collection. The instrument developed was divided into three sections. The first section collects the demographic information of the respondents like profession, gender, years of experience as well as the general background of the company. The second section presents the information regarding identification and ranking of TQM practices in the company by listing 17 major TQM practices. Third section analyzes 17 TQM practices with regard to their implementation in the Indian hospitality companies which consisted of 110 items. The instrument was operationalzed on a 5-point Likert scale, with 1= very low, 2=low, 3= moderate, 4=high, and 5= very high. Each TQM practice contains three to eight items. The sampling frame of this survey was composed of select Indian hospitality companies including hotels and tourism companies published by the i 3 (i-cube, Information Infrastructure for Institutions), Centre for Monitoring Indian Economy Private Limited, India (i 3 , CMIE, 2010). The list contains a total of 350 companies at the time of research period. A minimum sample size based on GDP contribution of National Conference on Emerging Challenges for Sustainable Business 2012 1872
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