Understanding the effects of hard TQM on role stressors

Pei Lee Teh, Chen Chen Yong, Arumugam Veeri

Research output: Chapter in Book/Report/Conference proceedingConference PaperOtherpeer-review

Abstract

This study examines both direct and mediating relationships between hard Total Quality Management (TQM) and role stressors (i.e., role conflict and role ambiguity) experienced by employees. The dimensions of hard TQM included customer focus, process management and information analysis. Analysis of 422 employees from ISO certified organizations in Malaysia revealed that the higher levels of role conflict lead to higher levels of role ambiguity. Process management was negatively related to role ambiguity. Information analysis was found to have a negative relationship with role conflict. Following the test of mediating effects, information analysis was found to have a negative relationship with role ambiguity, mediated by role conflict. To our knowledge, this is the first empirical study of an integrative framework linking hard TQM with two role stressors (i.e., role conflict and role ambiguity). This study provides a new platform for future quality management research in creating awareness of individual influence of hard TQM on employees' role ambiguity and role conflict. The proposed integrative framework is also valuable for organizational administrators and managers to assess the role of hard TQM in reducing employees' role conflict and role ambiguity.

Original languageEnglish
Title of host publicationBusiness Transformation through Innovation and Knowledge Management
Subtitle of host publicationAn Academic Perspective - Proceedings of the 14th International Business Information Management Association Conference, IBIMA 2010
PublisherInternational Business Information Management Association (IBIMA)
Pages693-701
Number of pages9
ISBN (Print)9780982148938
Publication statusPublished - 2010
Externally publishedYes
EventInternational Business Information Management 2010 - Istanbul, Turkey
Duration: 23 Jun 201024 Jun 2010
Conference number: 14th
https://ibima.org/conference/14th-ibima-conference/

Publication series

NameBusiness Transformation through Innovation and Knowledge Management: An Academic Perspective - Proceedings of the 14th International Business Information Management Association Conference, IBIMA 2010
Volume2

Conference

ConferenceInternational Business Information Management 2010
Abbreviated titleIBIMA 2010
CountryTurkey
CityIstanbul
Period23/06/1024/06/10
OtherIBIMA held two conferences in 2010 with the same name.
Internet address

Keywords

  • Mediating effect
  • Role ambiguity
  • Role conflict
  • Total quality management

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