Multidimensional and mediating relationships between TQM, role conflict and role ambiguity: A role theory perspective

摘要

TQM is a management approach that strives to satisfy customer needs and expectations through continuous improvement efforts in every process within an organization. The success of a TQM program is dependent on how employees understand and engage in the people-oriented issues of TQM. This paper addresses the issue of how far different TQM practices affect the role stressors namely, the role conflict and role ambiguity experienced by employees. The role stressors badly affect the health and there by the productivity of the employees. Hence it will be useful to know the impact of TQM practices on the role stressors so that employees productivity can be improved. Some studies have examined the effects of role conflict and role ambiguity on job satisfaction. In this study, on the other hand, the effect of organizational variables of TQM on role stressors is examined since the impact of TQM is all pervasive. The study is based on a research model linking multidimensional and mediating relationships between TQM practices on one hand and role conflict and role ambiguity on the other.