Title: Labour productivity improvement under the impact of total quality management practices and innovation: evidence from Vietnam hotel industry

Authors: Ha Thu Nguyen; Anh Thi Tu Le; Anh Chi Phan; Huy Khanh Nguyen

Addresses: University of Economics and Business, Vietnam National University, Hanoi, 144 Xuan Thuy, Cau Giay, Hanoi, Vietnam ' Institute of Business Administration, Thuongmai University, 79 Ho Tung Mau, Cau Giay, Hanoi, Vietnam ' University of Economics and Business, Vietnam National University, Hanoi, 144 Xuan Thuy, Cau Giay, Hanoi, Vietnam ' University of Economics and Business, Vietnam National University, Hanoi, 144 Xuan Thuy, Cau Giay, Hanoi, Vietnam

Abstract: Labour productivity improvement, the impetus for the development of hotel service, must be assessed with organisational concentration. Different techniques have been implemented to provide an efficient and effective methodology for achieving the goal, including TQM practices and organisational innovation. The author conducted this study (within the scope of hotel service in Danang City, Vietnam with a sample of 122 hotels from one-star to five-star rated ones which concentrate on the relationship among TQM practices, innovation and labour productivity improvement. The analytical process consists of regression and path analysis which indicate that such TQM practices (process management, organisation leadership, technology adoption and sustainable workforce) are found to directly impact organisational innovation and indirectly impact labour productivity improvement. Finally, there are several important implications have been provided for the hotel service.

Keywords: total quality management; TQM; TQM practices; performance improvement; labour productivity; innovation; performance; service; hospitality; Vietnam.

DOI: 10.1504/IJPMB.2025.143988

International Journal of Process Management and Benchmarking, 2025 Vol.19 No.2, pp.193 - 219

Received: 02 Oct 2023
Accepted: 07 Oct 2023
Published online: 17 Jan 2025 *

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