Transformational leadership and the European Foundation for Quality Management model in five-star hotels

Silvia Portela Maquieira, Juan José Tarí, José F. Molina-Azorín
2020 Revista de Análisis Turístico  
Purpose This work analyses quality management (through the European Foundation for Quality Management-EFQM-model) and transformational leadership in hotels in Spain. Design/methodology/approach The study analyses 102 5-star and 5-star large luxury hotels that answer a questionnaire on transformational leadership and the EFQM model. It analyses the degree of importance of quality and transformational leadership in hotels, the significant differences between groups of hotels (according to stars,
more » ... ccording to stars, size, modality and type of product) and the association between transformational leadership and quality. Findings The results show the levels of quality and transformational leadership, minor significant differences between groups and an association between the two variables. In general, chain-affiliated hotels have a higher level of leadership and a more advanced employee and process management than independent hotels. Also, those hotels that focus on a vacational product show a lower attention to the strategy dimension in the EFQM model. The number of employees is not an important factor to adopt quality. Finally, transformational leadership allows hotels to advance in the development of quality management. Originality/value Although there are studies on quality management that show the importance of leadership for quality, there are few studies that examine transformational leadership and quality in the same study, mainly in the tourism industry, and especially in the case of the hotel industry.
doi:10.1108/jta-02-2019-0007 fatcat:eeio3qfqnrafzbwdao3zegauqe