Selecting Total Quality Management (TQM) Best Practices in the Hotel Industry Environment : A Hybrid Model based on DEMATEL and ANP

Sin, Kit Yeng and Lo, May Chiun and Abang Azlan, Mohamad and Abdullah, Al Mamun and Choon, Ling Sim (2023) Selecting Total Quality Management (TQM) Best Practices in the Hotel Industry Environment : A Hybrid Model based on DEMATEL and ANP. International Journal of Supply and Operations Management, 10 (3). pp. 245-270. ISSN 2383-1359

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Abstract

Recently, developing strategies for sustainable development (SD) in the hotel industry has been seen globally as a crucial issue. Numerous management systems can assist the hotel industry in creating sustainable performance, such as Total Quality Management (TQM) which is well-reputed in the industry. As such, selecting TQM under an evolving hotel industry environment is seen as an important decision from a strategic perspective given it constitutes contradictory practices, thereby making it a multi-criteria decision-making (MCDM) issue. In achieving this aim, a Decision-Making Trial and Evaluation Laboratory (DEMATEL) approach was adopted in determining the inter-relationships between the primary practices and sub-practices in addition to applying the Analytic Network Process (ANP) for examining the weights of primary practices and sub-practices. In other words, this study aims to provide innovative insight to researchers and practitioners to examine the TQM optimal practices to be implemented incrementally in phases within the hotel industry environment.

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