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Total Quality Management in Sport Tourism and the Hospitality Industry: The Case of Greek Luxury Resorts with Sport and Recreation Facilities and Services

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  • Alkistis Papaioannou

    (School of Social Sciences, Hellenic Open University, 26335 Patras, Greece)

  • Konstantinos Koronios

    (Physiotherapy Department, University of Peloponnese, 23100 Sparta, Greece)

  • Lazaros Ntasis

    (Department of Economics, University of Peloponnese, 22100 Tripoli, Greece)

  • Georgia Yfantidou

    (Department of Physical Education and Sport Science, Democritus University of Thrace, 69100 Komotini, Greece)

  • Panagiota Balaska

    (Department of Physical Education and Sport Science, Aristotle University of Thessaloniki, 57001 Thessaloniki, Greece)

  • Eleni Spyridopoulou

    (Department of Physical Education and Sport Science, Democritus University of Thrace, 69100 Komotini, Greece)

Abstract

Total quality management (TQM) refers to a way of management wherein senior management is committed to guiding employees in continuous improvement in all processes, services and products, with the ultimate goal of satisfying customer requirements and expectations. The purpose of the present study was to examine the impact of leadership, organization culture (OC), customer-oriented strategy (COS) and human resource empowerment (HRE) on innovation, as well as the effect of innovation on TQM for sustainable development in Greek luxury resorts with sport and recreation facilities and services. A quantitative 5-point Likert scale method was utilized for the purpose of this study, and an online questionnaire survey was adopted for the data collection. To evaluate the resilience of our model, we conducted structural equation modeling using SPSS and AMOS software. Varimax rotation with Kaiser normalization was utilized to enhance the robustness of the analysis. A total of 895 questionnaires were successfully gathered from 454 luxury resorts. This study validated that leadership, OC, COS and HRE positively impact the luxury resorts’ innovation and thus support that innovation had a significant impact on TQM, which in turn leads to their sustainability and effectiveness and is supported by the resource-based view (RBV). Furthermore, this study is the first within the Greek hotel industry that jointly estimates the influence of leadership, OC, COS and HRE on innovation and its concurrent effect on TQM for sustainable development, which has not been methodologically considered before and provides useful policy implications for managers within the hotel industry.

Suggested Citation

  • Alkistis Papaioannou & Konstantinos Koronios & Lazaros Ntasis & Georgia Yfantidou & Panagiota Balaska & Eleni Spyridopoulou, 2024. "Total Quality Management in Sport Tourism and the Hospitality Industry: The Case of Greek Luxury Resorts with Sport and Recreation Facilities and Services," Sustainability, MDPI, vol. 16(5), pages 1-18, February.
    • Handle: RePEc:gam:jsusta:v:16:y:2024:i:5:p:1894-:d:1345827
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    References listed on IDEAS

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    1. Kaur, Sarabjot & Gupta, Shivam & Singh, Sanjay Kumar & Perano, Mirko, 2019. "Organizational ambidexterity through global strategic partnerships: A cognitive computing perspective," Technological Forecasting and Social Change, Elsevier, vol. 145(C), pages 43-54.
    2. Barba-Aragón, María Isabel & Jiménez-Jiménez, Daniel, 2020. "HRM and radical innovation: A dual approach with exploration as a mediator," European Management Journal, Elsevier, vol. 38(5), pages 791-803.
    3. Gadaf Rexhepi & Veland Ramadani & Vanessa Ratten, 2018. "TQM techniques as an innovative approach in sport organisations management: toward a conceptual framework," International Journal of Business and Globalisation, Inderscience Enterprises Ltd, vol. 20(1), pages 18-30.
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