1、字数：英文 2283 单词， 12593 字符；中文 4193 汉字 出处： Tar J J, Pereira-Moliner J, Pertusa-Ortega E M, et al. Does quality management improve performance or vice versa? Evidence from the hotel industryJ. Service Business, 2017, 11(1): 23-43. 外文文献： Does quality management improve performance or vice versa? Evidence
2、from the hotel industry Abstract This paper has several aims: (a) to identify an empirical taxonomy of quality management (QM), (b) to assess whether more advanced QM hotels achieve better performance levels and (c) to analyse whether hotels with better performance levels have more advanced QM level
3、s. This paper contributes to identify a taxonomy of QM in hotels showing the association between a particular level of QM and different performance dimensions. In addition, the paper sheds light on the possible selection effect in the hotel industry. The study finds that hotels with higher QM levels
4、 have better hotel guest satisfaction and employee satisfaction, efficiency and better business performance. It also shows that hotels with better performance levels develop QM to a greater extent. Accordingly, QM level is one factor among others that explain better performance levels in hotels. Als
5、o, good performance can facilitate the implementation of QM practices. Keywords: Quality management; Performance; Cluster analysis; Selection effec; Hotel industry 1.Introduction Quality management (QM) is a management system that includes a set of practices (leadership, people management, stakehold
6、er focus, planning, information and analysis, process management and supplier management) for managing an organization (Dale 1999; Tari et al. 2007) that may have positive effects on performance in manufacturing and service companies. The effects of QM on firm performance and competitiveness have been extensively examined in the literature, but results are inconclusive. Although most scholars have found positive effects of QM implementation (Duh et al. 2012; Lee 2012; Lee et al. 2009
