Abstract:

This study examines both direct and mediating relationships between hard Total Quality Management (TQM) and role stressors (i.e., role conflict and role ambiguity) experienced by employees. The dimensions of hard TQM included customer focus, process management and information analysis. Analysis of 422 employees from ISO certified organizations in Malaysia revealed that the higher levels of role conflict lead to higher levels of role ambiguity. Process management was negatively related to role ambiguity. Information analysis was found to have a negative relationship with role conflict. Following the test of mediating effects, information analysis was found to have a negative relationship with role ambiguity, mediated by role conflict. To our knowledge, this is the first empirical study of an integrative framework linking hard TQM with two role stressors (i.e., role conflict and role ambiguity). This study provides a new platform for future quality management research in creating awareness of individual influence of hard TQM on employees’ role ambiguity and role conflict. The proposed integrative framework is also valuable for organizational administrators and managers to assess the role of hard TQM in reducing employees’ role conflict and role ambiguity.