Total quality management and sustainability in the public service sector: the mediating effect of service innovation

Ohoud Ali AlShehail · Mehmood Khan · Mian M. Ajmal

52 citations0/0 files storedBenchmarking An International Journal

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Quality and Supply Management Quality and Management Systems Management Systems and Quality Improvement

Abstract

Purpose This study aims to critically investigate the structural relationships between total quality management (TQM), service innovation and sustainability performance in the public service sector of the United Arab Emirates (UAE). Design/methodology/approach The study employed an online survey to collect data from 400 employees working in eight selected UAE public service sector organisations located in Abu Dhabi. The collected data were analysed using structural equation modelling (SEM) to empirically examine whether TQM practices improve service innovation and, subsequently, sustainability performance in the UAE's public service sector. Findings The results show that TQM has a significant impact on service innovation and sustainability performance in the UAE's public service sector. Additionally, service innovation partially mediates the relationship between TQM and sustainability performance. Practical implications The public service sector's TQM practices and service innovation in the UAE have a much greater impact on social and environmental sustainability than on economic sustainability performance. Adopting five dimensions of TQM (following the Abu Dhabi Award for Excellence in Government Performance [ADAEP] model) across the UAE's public organisations will enable government departments to deliver innovative services to its beneficiaries. Originality/value This study provides a substantial contribution by addressing the gaps in the literature. Very few studies have empirically investigated the possible association between TQM, service innovation and sustainability performance in public sector organisations, particularly in developing countries such as the UAE, where the increasing efforts in TQM practices are still in their emerging stages, mainly targeting innovative service offerings and sustainable performance.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 52 citations exist upstream.

References

1981Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics 1981Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics 1995A Natural-Resource-Based View of the Firm 1997A RESOURCE-BASED PERSPECTIVE ON CORPORATE ENVIRONMENTAL PERFORMANCE AND PROFITABILITY.2009Towards a multidisciplinary definition of innovation 2019Green process innovation, green product innovation, and corporate financial performance: A content analysis method 2013Institutional-based antecedents and performance outcomes of internal and external green supply chain management practices 2000Knowledge-Intensive Business Services as Co-Producers of Innovation

Cited by

2024Unveiling the contextual effects of total quality management to enhance sustainable performance 2022Impact of Total Quality Management (TQM) practices on Sustainability and Organisational Performance 2022Relationship of total quality management with corporate sustainability in the MSME sector: does innovation capability play a mediating role?2024The mediation role of innovation in the relationship between total quality management and performance of small and medium scale enterprises

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.