Agility as a mediator in the relationship between quality management and hotel performance

Eva M. Pertusa-Ortega (), Juan José Tarí (), José F. Molina-Azorín () and Jorge Pereira-Moliner ()
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Eva M. Pertusa-Ortega: University of Alicante
Juan José Tarí: University of Alicante
José F. Molina-Azorín: University of Alicante
Jorge Pereira-Moliner: University of Alicante

Service Business, 2025, vol. 19, issue 1, No 2, 30 pages

Abstract: Abstract This paper assumes that quality management enhances organizational agility, and that organizational agility is a dynamic capability that mediates the effect of quality management on performance in services. The purpose of this paper is to analyze the mediating role of organizational agility (customer agility, partner agility, and operational agility) in the link between quality management and performance in the hotel industry. A mediation model is used with data from 365 hotels located in Spain. The findings show that there is partial mediation, since quality management is positively and indirectly related to hotel performance through partner and operational agility.

Keywords: Quality management; Organizational agility; Performance; Hotels (search for similar items in EconPapers)
Date: 2025
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DOI: 10.1007/s11628-024-00573-z

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