Is worker commitment necessary for achieving competitive advantage and customer satisfaction when companies use HRM and TQM practices?

Abstract

There is mounting interest in both theory and practice regarding the relationship between Human Resource Management (HRM) and Total Quality Management (TQM), as well as the relationship between HRM and TQM and organisational performance. This paper focuses on the empirical explanation of the role of commitment as a form of mediation between the HRM or TQM practices and company competitiveness (competitive advantage and customer satisfaction). Light is also shed on the interrelationship between HRM and TQM practices testing the scope of influence of each HRM practice on TQM implementation, includingthe effect of HRM on individual TQM practices.