Impact of total quality management, organisational excellence and entrepreneurial orientation on organisational performance: empirical evidence from the public sector in UAE

Spanish CEOs' perceptions in complex situations: an analysis from a gender perspective

Purpose

The aim of this paper is to provide empirical evidence of discrepancies in certain management-related business factors in complex situations from a gender perspective.

Design/methodology/approach

The study examined whether there are any differences in the characteristics of Spanish companies run by men and women and how male and female chief executive officers (CEOs) perceive critical situations such as the COVD-19 pandemic. To answer the research questions, the survey carried out by the Ibero-American Observatory of Small and Medium-Sized Enterprises (FAEDPYME) in 2021 was used. The final sample consisted of a total of 1,532 small and medium-sized enterprises.

Findings

The main results show that female CEOs are more likely to have a university education than male CEOs, but they run smaller companies in Spain. On the other hand, they are more risk averse and evaluate the impact of complex and risky situations more negatively.

Research limitations/implications

The findings open up new research questions. This is a cross-sector study, but are there differences in behaviour between sectors? The view of the crisis is negative, but which types of companies have been strengthened?, finally, do other countries have similar results?

Originality/value

The originality and value of this document lies in the fact that it makes an interesting contribution to the open debate on the management of complex situations from a gender perspective.

The boosting of the total quality management on corporate green growth in emerging markets: the mediating roles of corporate social responsibility and customer loyalty

Purpose

The primary purpose of this research is to examine how total quality management (TQM) boosts corporate green growth (CGG) with the involvement of corporate social responsibility (CSR) and customer loyalty (CL) as mediators in the relationship between TQM and CGG for small- and medium-sized enterprises (SMEs) in an emerging economy.

Design/methodology/approach

This research adopts a quantitative approach. According to the scope of this study, constructs of TQM, CSR, CL and CGG and the conceptual relationships between them are established using a systematic literature review. This study uses enterprise-level primary data collected from a questionnaire-based survey. The respondents are those holding managerial positions in their enterprises. There were 424 valid responses obtained following the necessary screening steps to ensure the eligibility of the collected data for analysis using AMOS version 20.

Findings

This study reveals that TQM has a positive and significant relationship with CSR, CL and CGG. Amongst these direct connections, TQM has the most substantial influence on CGG, followed by CL and CSR. Furthermore, the findings assert that CSR positively and significantly affects CGG and CL. When comparing the weighting of these effects, the results show that the impact of CSR on CGG is stronger than that on CL. Furthermore, the results confirm that CSR and CL partially mediate the relationship between TQM and CGG, both independently and simultaneously. The article also discusses the theoretical and managerial implications based on the stated findings.

Originality/value

The originality of this study stems from its contribution to enriching the body of the current literature on TQM and its combined influence on corporate performance. In this respect, this study adds to the existing literature by providing additional empirical evidence on the mechanism by which TQM boosts CGG with the involvement of CSR and CL in mediating the stated relationship between TQM and CGG for SMEs in an emerging economy. To the best of the author’s knowledge, such holistic incorporation is rare in the current literature. Furthermore, this study sheds light on the TQM enabling factors that are extended beyond the quality or technical scope as previously assumed. The stated contributions deserve to be originally derived from the attempt of this scientific work that may be of interest to academics, professionals and business practitioners.

A hybrid framework to model resilience in the generic medicine supply chain of MSMEs

Purpose

One of the most important components of healthcare is the timely delivery of pharmaceutical products, such as life-saving medicines. However, disruptions like COVID-19 bring new challenges and risks to the pharmaceutical supply chain (PSC) and healthcare organizations that impact their operational performance. This study focuses on mitigating risks in India's generic medicine supply chain (GMSC) as a result of various disruptions, which can assist policymakers develop appropriate plans and strategies to build resilience in the Jan Aushadhi Scheme (JAS) of micro, small and medium enterprises (MSMEs) in order to improve their overall performance.

Design/methodology/approach

Risk-causing vulnerabilities and resilience capabilities are identified from the literature review and expert's opinions. Following that, the vulnerabilities are classified into cause-and-effect vulnerabilities, and supply chain resilient capabilities (SCRCs) are measured using a hybrid fuzzy DEMATEL and best worst method (FDEMATEL-BMW) framework.

Findings

The outcome of the study reveals that transportation breakdown, loss of human resources and loss of suppliers are the potential risk-causing vulnerabilities that lead to vulnerabilities like shortages of medicines, loss of in-hand stock qualities and loss of sales/revenue. In addition, the analysis suggests that the sustainability of an organization with maximum weightage is the critical factor for building resilience in GMSC followed by flexibility, agility and visibility.

Practical implications

The integration of resilience into Jan Aushadhi GMSC can help in managing disruptions efficiently and effectively to mitigate risk and optimize MSMEs overall performance.

Originality/value

To the best of the authors’ knowledge, this work will be the first of its kind to model resilience in GMSC of MSMEs using a hybrid framework.

The intermediary role of organizational performance as a driver of total quality management and enterprise resource planning towards achieving organizational excellence: the moderating role of demographic factors

Purpose

The study's goal is to look at how total quality management (TQM), enterprise resource planning (ERP) and organizational performance interact to affect organizational excellence.

Design/methodology/approach

A survey questionnaire research design was used to achieve the goal of this study through the hypothesized model. The information was obtained from a Dubai police organization. Out of 550 questionnaires, 320 questionnaires were returned. To analyze the data for measurement and structural models, the structural equation modeling (SEM) partial least squares method was used.

Findings

The statistical results confirmed the positive and significant effects of TQM and ERP on organizational performance. The mediation role of organizational performance between TQM, ERP and organizational excellence also was confirmed.

Practical implications

More details and significant consequences have been explored in this study. The findings have a number of practical implications. The findings also assist practitioners and managers in making the best decisions while incorporating TQM, ERP and excellence practices in their organizations. Organizations will achieve optimum strong excellence and stay competitive in a competitive market by integrating the effects of TQM, ERP and organizational performance.

Originality/value

This study is another empirical investigation into the combined impact of TQM, ERP and performance on excellence relationships. In other words, the current study is one of the few that investigates the mediating role of organizational performance as a variable alongside organizational excellence as the ultimate variable in developing countries, specifically in the United Arab Emirates (UAE).

Analysis of the interrelationships between enablers and results in King Abdullah II award for excellence model

Purpose

This study aims to validate the KAIIAE model in the public sector and analyse the interrelationships between Enablers and Results in the King Abdullah II Award for Excellence (KAIIAE) model to better understand the dynamic logic behind improving excellence results.

Design/methodology/approach

The methodology used is structural equation modelling (partial least squares technique), and the data were obtained from the assessment processes for the KAIIAE for 98 Jordanian public organisations.

Findings

The findings showed that the award model has proven to be a reliable and valid framework, as the criteria and sub-criteria were highly correlated. The set of Enablers was strongly related to the set of Results, and the synergies between the critical criteria confirmed the importance of leadership, strategy, and processes for the organisation's excellence results. It was found that the new significant and direct relationships between “People” and “People Results” and between “Partnerships and Resources” and both “Society Results” and “Key Results” improved the understanding and implementation of the model. There was a significant interrelationship between model criteria, excluding the relationship between “Society Results” and “Key Results”, since the government's main objective is to serve society. A new structural model for the KAIIAE with the new relationships was suggested.

Research limitations/implications

This paper concentrated only on the public sector, although the excellence model has been implemented in the private sector. Features of the different types of organisations were not tested. Furthermore, the variations in size, covered fields, number of employees and provided services need to be investigated further.

Practical implications

Government award bodies can use these research findings to develop a new model version for public sector awards by combining a cohesive array of elements for any government organisational need or application. The study suggested adding new criteria or relationships or eliminating those that are not significant and have no impact on public sector organisations. The findings will assure the organisations' managers that the KAII excellence model criteria are highly correlated and synergised for public sector organisations. These criteria perform efficiently once they are considered and implemented in an interconnected manner rather than managing them independently, which makes up their management framework. This knowledge about the validity of the structure of the model allows public sector organisations to benefit fully from the self-assessment processes and improve the organisation's management, enhancing their faith in excellence award models.

Social implications

This study has contributed to the existing literature on the reliability and validity of business excellence models as a framework for implementing, evaluating, and improving excellence, particularly in the government sector. Several important insights have emerged from this study. The relevant analysis supports a new model structure for excellence in the public sector. Among the model structure relationships, the study identified the existence of new direct relationships between enablers and results. New significant and direct relationships are added to the model that advances the implementation and understanding of the model. Moreover, it informs theory about Excellence Award implementation in developing countries within the context of Jordan – a topic that has previously received limited attention in the international business excellence literature. Since there is limited research on the suitability of implementing the KAIIEA excellence model (that is based on nine criteria of the EFQM model) in public organisations, this work suggested introducing a new modification to the model to suit the characteristics of the public sector.

Originality/value

The considerable prominence of the government sector has drawn attention to the excellence parameters within its organisations. Hence, a lack of studies and inadequate knowledge in the governmental management system have limited testing excellence in the public sector. This paper provides support that the excellence model (KAIIAE model that is EFQM based) is an appropriate framework by identifying direct and significant model interrelationships for the public sector based on the actual and sufficient performance of its entities so as to drive the changes of the next model generation. This is the first study that attempts to comprehend and describe the validation of the KAIIAE model in the public sector.

Integration of TQM and ERP to enhance organizational performance and excellence: empirical evidence from public sector using SEM

Purpose

The study aims to examine the joint effect of total quality management (TQM), enterprise resource planning (ERP) and organizational performance on organizational excellence.

Design/methodology/approach

To achieve the goal of this study through the hypothesized model, a survey questionnaire research design was employed. The data were collected from a Dubai Police organization. Out of 550 questionnaires, 320 questionnaires were returned. The structural equation modelling (SEM) partial least squares approach was used to analyze the data for measurement and structural models.

Findings

The statistical results confirmed the positive and significant effects of TQM, ERP and organizational performance on organizational excellence. The mediation role of organizational performance between TQM, ERP and organizational excellence also was confirmed.

Practical implications

Throughout this study, further details and valuable implications have been discussed. Findings provide several practical implications. Findings also help practitioners and managers make proper decisions when implementing TQM, ERP and excellence practices in their organizations. With the joint effect of TQM, ERP and organizational performance, organizations can achieve maximum strong excellence and remain in a competitive market. This current study presents potential to be used in didactical initiatives.

Originality/value

This study is a unique empirical research that examines the joint effect of TQM, ERP and performance on excellence relationships. In other words, the current study is one of the few studies that investigate the mediating role of organizational performance beside the organizational excellence as the ultimate variable in developing country, specifically in UAE.

Embracing the employee orientation: does customer relationship matter in brand building?

Purpose

The study aims to explore the themes responsible for employee orientation and further their role in building strong customer relationships in telecom and organized retail outlets in emerging markets.

Design/methodology/approach

Employing the qualitative approach, a total of 31 in-depth interviews with customer relationship management (CRM) officers of telecom and organized outlets were carried out. Data were analysed using NVIVO-12 plus and ATLAS tools.

Findings

The analysis extracted 13 unique themes namely training and development, communication skills, convincing skills, interpersonal skills, knowledge management, grievance handling, organisation's culture development, service climate, adaptive behaviour, customer retention skills, customer profiling, trust and commitment, and suitability of employees. The results claimed that these themes can assist in building strong customer relationships. However, the extent of the significance of themes may vary for telecom and organized retail outlets.

Research limitations/implications

The findings have vital implications for frontline employees to drive customer value as they directly involve with customers. Findings further suggest that hiring of employees according to their location and catchment area of outlets are utmost important.

Originality/value

Employee orientation is an indispensable determinant in building a sustainable relationship with customers through uniqueness and consistency in meeting customers' expectations. This is a first attempt to explore the various unique themes responsible for employee orientation and the imperative role of such themes in maintaining long-lasting customer relationships.

An empirical examination of the relationship between benchmarking, innovation culture and organisational performance using structural equation modelling

Purpose

Police agencies are under pressure to improve their performance and provide outstanding services for the community. In response, academics and practitioners have called to adopt effective methods that help these agencies to achieve their goals. Studies reported that benchmarking has a role to improve organisational performance. However, poor evidence of using benchmarking within police agencies and very few studies examine the relationship between it and police performance. Motivated by this gap, this study aims to explore and examine this relationship under the mediating role of innovation culture.

Design/methodology/approach

A quantitative methodology was utilised in this study. Data used to examine the hypotheses were obtained from the departments and stations of the Dubai Police Force (DPF), and the population comprised head section officers. A total of 338 questionnaires were distributed to respondents, 252 of which were returned. The hypothesised relationships were tested with the data collected by SPSS and SmartPLS statistical software.

Findings

Findings clearly show that benchmarking is directly and indirectly associated with the organisational performance of the DPF through innovation culture. Results support the notion that innovation culture facilitates the implementation of proper benchmarking projects in the DPF, which positively affects different aspects of its performance.

Research limitations/implications

This study includes several limitations. Specifically, the generalisability of the findings should be considered. The analysis applies only to the DPF in the UAE. Thus, investigating and analysing variables in different police agencies in the UAE or internationally would be valuable.

Practical implications

Several recommendations are provided in relation to the obtained results to assist managers and decision makers in the DPF and other police agencies. This study includes suggestions for improving police performance by establishing an innovation culture and adopting benchmarking practices.

Originality/value

Although several contributions indicated that benchmarking and innovation culture is a key determinant of success, the literature lacks empirical studies investigating this link in the police field. This study is the only one to date that examined this relationship in police services. Accordingly, this study seeks to bridge this gap and delivers empirical evidence and theoretical insight to better understand this relationship.

Social capital and individual entrepreneurial orientation: innovativeness, proactivity, and risk-taking in an emerging economy

Purpose

This paper investigates if and how entrepreneurs' social capital influences their individual entrepreneurial orientation attributes (innovativeness, proactiveness, and risk-taking).

Design/methodology/approach

The research method adopted is an exploratory multiple case study. The case chosen is that of an emerging and under-examined entrepreneur, the religious entrepreneur. The study investigates 20 pastors responsible for small enterprise-churches in Brazil.

Findings

Social capital influences individual entrepreneurial orientation, being characterized by a relative paradox. The networks must be dense enough to stimulate entrepreneurs' individual entrepreneurial orientation but not be so dense as to harm innovativeness, proactivity and risk-taking. Further, data show that individual entrepreneurial orientation influences social capital.

Research limitations/implications

One limitation relates to the semi-structured interviews' restricted use. A second limitation is associated with the recognition of churches only as productive enterprises.

Practical implications

This article suggests the significance of incorporating both themes in entrepreneurial education and training programs. It also stresses the appropriateness of religious entrepreneurship as an empirical research field for business scholars.

Originality/value

The contributions are fivefold. First, the authors build exploratory theoretical propositions on the influence of social capital on individual entrepreneurial orientation. Second, they highlight the significance of dense networks for individual entrepreneurial orientation, expanding the literature that supports the relevance of cohesive networks solely to the construct's organizational dimension. Third, the authors suggest that a relative paradox may characterize individual entrepreneurial orientation. Fourth, the authors suggest the existence of recursion between both constructs. Finally, this study is one of the first to examine social capital and individual entrepreneurial orientation, considering innovativeness, proactivity, and risk-taking, which represents a neglected field in benchmarking studies.

The impact of quality management practices on innovation: an empirical research study of Brazilian manufacturing companies

Purpose

The aim of this study is to investigate the effects of soft and hard quality management (QM) practices on innovation performance, considering innovation practices as a contextual variable mediating this relationship.

Design/methodology/approach

Using data from 132 Brazilian manufacturing companies, partial least square–structural equation modeling (PLS–SEM) is employed to test if soft and hard QM practices, directly, affect innovation practices and, indirectly, innovation performance. This investigation also aims to identify whether the relationships are maintained regardless of the size of the company.

Findings

The results suggest that soft QM has a positive effect on hard QM. However, only soft QM, not hard QM, has a significant effect on innovation practices. Additionally, soft QM has a significant positive effect on innovation performance through innovation practices. Company size does not influence the relationships.

Practical implications

The findings can help managers to adjust their managerial practices to enhance the effective impact of QM on innovation performance.

Originality/value

The previous literature presents conflicting results on the relationship between QM and innovation performance. Most studies have proposed a direct relationship between both constructs. This study considers innovation practices as a mediator in this relationship. Furthermore, this paper adds to the scarce literature reporting related studies conducted in developing countries.