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

• Published in: International journal of supply and operations management Vol. 10; no. 3; pp. 245 - 270
• Main Authors: Sina, Kit Yeng, Lo, May-Chiun, Mohamad, Abang Azlan, Al Mamunc, Abdullah, Sim, Choon Ling
• Format: Journal Article
• Language: English
• Published: Tehran Kharazmi University 01.07.2023
• Subjects: Best practice; Decision analysis; Decision making; Hotels & motels; Management systems; Multiple criterion; Purchase intention; Sustainability; Sustainable development; Total quality management
• ISSN: 2383-1359; 2383-2525
• DOI: 10.22034/IJSOM.2023.108972.2097

Recently, developing strategies for sustainable development (SD) in the hotel industry lias 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 enviromnent 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 tliis 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, tliis 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 enviromnent.