Understanding the Cultural Antecedents of Quality Management in Tourism

Abstract

Purpose - The purpose of this research is to analyse the causes that have led to a rather fragmented view of quality management among tourism marketing organisations in Germany. The aim is to identify and to interpret the relevant societal cultural factors underpinning German management. The paper examines the influence of culture on the perception and performance of quality management in tourism organisations.

Design/methodology/approach - The study is based on a data set which previously explored and analysed the diffusion of Total Quality Management in German public tourism marketing organisations. In this paper, the data set has been re-analysed and mapped against societal cultural elements. The analysis evaluates cultural factors that influence perceptions among German tourism marketing organisations on quality management.

Findings - This paper identifies cultural aspects that influence the perception and performance of quality in tourism organisations. The findings relate cultural antecedents in three identified core issues of quality: (1) underdeveloped training and motivational events for staff, (2) unbalanced strategic positioning in terms of quality and, (3) weak commitment to standards and guidelines.

Practical implications - The implications that can be drawn from the findings of this paper are twofold. First, the results could be integrated into future educational policies in tourism. Second, implications and learning for tourism managers from this paper relate to a holistic, integrative, and systems-based approach to quality management instead of only implementing individual quality aspects.

Originality/value - This paper is one of the first studies to consider the influences of societal culture on the perception and performance of quality management in the German tourism sector.