Factors of Social Exchange Relationships for TQM Involvement of Employees in Hotels.

This study examines how the quality of social exchange relationships at work with a leader (leader-member exchange; LMX) and team members (team-member exchange; TMX) can predict employee TQM involvement in the context of hospitality. Using Structural Equation Modeling (SEM), various hypotheses are tested using data gathered from 811 frontline employees of international tourist hotels in Taiwan. The results reveal that both LMX and TMX have direct positive effects on employee TQM involvement. Further, mediated path analyses show that both LMX and TMX have indirect positive effects on employee TQM involvement via self-efficacy and job satisfaction, and these results provide a clear understanding of the causal chain mechanism about employee TQM involvement behavior operating in such social relationships. The implications of these findings in hospitality are also discussed. [ABSTRACT FROM AUTHOR]