Developing ambidexterity through quality management and their effects on performance. (January 2021)

• Record Type: Journal Article
• Authors: Pertusa-Ortega, Eva M.; Tarí, Juan José; Pereira-Moliner, Jorge; Molina-Azorín, José F.; López-Gamero, Maria D.
• Is Part Of: International journal of hospitality management. Volume 92(2021)
• Publication Date: 2021-01
• Subjects: Quality management -- Organizational ambidexterity -- Performance -- Hotel industry; Hotel management -- Periodicals; Restaurant management -- Periodicals; Food service management -- Periodicals; Hôtels -- Gestion -- Périodiques; Restaurants -- Gestion -- Périodiques; Services alimentaires -- Gestion -- Périodiques; Food service management; Hotel management; Restaurant management; Periodicals; 647.94
• DOI: 10.1016/j.ijhm.2020.102720
• Languages: English
• ISSNs: 0278-4319

Abstract

Highlights: Quality management is a facilitator of organizational ambidexterity. Quality management creates an appropriate context to simultaneously develop both exploitative and explorative innovations. Quality management helps balance exploitation and exploration activities, and this contributes to improve hotel performance. Ambidexterity plays a complementary mediator role between quality management practices and hotel performance. Abstract: This study analyzes the influence of quality management practices on organizational ambidexterity and on performance, and the mediating role of ambidexterity in the relationship between quality management practices and performance in the hotel industry. The paper uses Partial Least Squares (PLS) analysis based on data from 365 Spanish hotels. The results show that quality management practices favor the development of organizational ambidexterity, that is, they help balance exploitation and exploration activities, and this contributes to improving hotel performance. Moreover, ambidexterity acts as a partial mediator between quality management practices and hotel performance. These findings imply that quality management practices can create an appropriate organizational context to simultaneously develop both service improvements (exploitative innovations) and service innovations (explorative innovations). This paper contributes to theory by developing new knowledge regarding quality management as a facilitator of ambidexterity, and the mediating role of ambidexterity in the relationship between quality management and hotel performance.