Critical success factors for a total quality culture: A structural model


  • Ana Cláudia Campos FE/Universidade do Algarve
  • Júlio da Costa Mendes FE/Universidade do Algarve
  • João Albino Silva FE/Universidade do Algarve
  • Patrícia Oom do Valle FE/Universidade do Algarve


Leadership, empowerment, information/communication, total quality culture, PLS


Research on quality based on the cultural perspective claims that, more than an implementation of tools and techniques, quality is the outcome of cultural factors, namely organisational values and practices among which leadership and employee working patterns are of paramount importance. The development of a total quality culture is a strategic issue for the achievement of stakeholder satisfaction and business competitiveness in a highly demanding and uncertain business environment. In this research a model integrating the critical success factors for a total quality culture was tested in organisations of two subsectors of the tourism industry, using the SEM (Structural Equation Models with Latent Variables) approach by means of the PLS (Partial Least Squares) technique. Main findings corroborate that leadership and employee empowerment are key success factors for a total quality culture, thus reinforcing the principle that everyone in the organisation is responsible for quality. However, organisational information and communication practices were not found to be key success factors.

Author Biography

  • Ana Cláudia Campos, FE/Universidade do Algarve
    Doutor Professor Adjunto da ESGHT/Universidade do Algarve Administrador do site da Revista Encontros Científicos - Tourism & Management Studies Vice-Director do Curso Superior de Gestão Hoteleira da ESGHT/Universidade do Algarve






Tourism/Hospitality: Research Papers

How to Cite

Campos, A. C., Mendes, J. da C., Silva, J. A., & Valle, P. O. do. (2024). Critical success factors for a total quality culture: A structural model. Tourism & Management Studies, 10(1), 7-15.

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