Total quality management implementation practices and customer satisfaction: the role of innovative employee behavior and employee empowerment

Ebenezer Prince  Arhin; Collins Cobblah

doi:10.63029/cxn5xa68

Authors

Ebenezer Prince Arhin IPAG Business School, Nobel International Business School Author
Collins Cobblah Nobel International Business School Author

DOI:

https://doi.org/10.63029/cxn5xa68

Abstract

This study shed additional understanding on how Total Quality Management (TQM) practices affect customer satisfaction through the innovative behavior of employees. Based on quantitative data from the 5 Teaching Hospitals in Ghana, this study employed a multistage sampling procedure to analyze the relationship between innovative employee work behavior and total management commitment, Training and Education, Performance Management System, Supplier Management, and innovative employee work behavior. We find that these relationships are positive and that the relationship between TQM practices and customer satisfaction is mediated by innovative employee work behavior. In addition to theoretical contributions to the field of TQM and healthcare systems, these results have managerial implications for hospital professionals who work at prioritizing the adaptation of TQM practices.

Author Biographies

Ebenezer Prince Arhin, IPAG Business School, Nobel International Business School

Ebenezer Prince Arhin is the Deputy Director of Human Resources for the largest hospital in the country Ghana (Korle Bu Teaching Hospital). Among some of the local and international organizations he worked with before joining Korle Bu Teaching Hospital are Sears Holdings, St Paul, USA, Kmart Corporation USA, Wyndham Virginia USA, Pan African University College (Lecturer) Ensign Company Ltd. KEANA Foundation (Founder) Gh. etc. Dr. Arhin is a highly resourceful, flexible, innovative, and enthusiastic individual with 15 years of experience in the Human Capital Development field focusing on the development and implementation of HR policies. His years of experience in Human Resources Management, including drafting and implementing HR, administration policies and regulations, working with various levels of clinical and non-clinical staff in organizational behavior, refresher course training, capacity building training, and corporate training. Dr. Arhin holds a Doctor of Business Administration degree from IPAG Business School.
Collins Cobblah, Nobel International Business School

Collins Cobblah is a business management professional with research and consultancy interests in areas such as business innovation, new product design and development, marketing and strategy, entrepreneurship, and SME sustainability. Collins studied Operations and Supply Chain Management (MBA) at Cardiff University, UK, where he received the Sir Julian Hodge Best Student in Operations Management and Logistics Pathway for the 2014–2015-year group. Collins is currently a Ph.D. candidate, specializing in the area of strategy and innovation at the Nobel International Business School (NiBS), Ghana. He was subsequently recruited by the Nobel International Business School (NiBS) as a Research Fellow and is currently the Senior Research Fellow and Head of the Research Unit for the past 7 years. Specifically, Collins is researching “the configural effect of market knowledge dimensions on product innovation performance”.