Total quality management, service innovation, and sustainability performance in abu dhabi’s public sector

Abstract

Purpose: This study aims to critically investigate the structural relationships between total quality management (TQM), service innovation, and sustainability performance in the public service sector of the Emirate of Abu Dhabi in the United Arab Emirates (UAE). Design/methodology/approach: The study employed an online-survey-based data-collection method, distributing questionnaires to over 400 employees working in eight selected UAE public service sector organizations located in Abu Dhabi. The collected data were analyzed through structural equation modelling (SEM) to empirically examine whether TQM practices improve service innovation and, subsequently, sustainability performance in Abu Dhabi’s public service sector. Findings: The findings suggests that TQM has a significant impact on service innovation and sustainability performance in Abu Dhabi’s public service sector. Additionally, it was revealed that service innovation partially mediates the relationship between TQM and sustainability performance. Moreover, the findings of this study confirmed that the social and environmental dimensions are the most significant facets of the public sector’s sustainability performance concerning TQM and service innovation, whereas the economic dimension was found to be insignificant. The public sector’s prioritization of social and environmental sustainability performance over economic sustainability performance is thus implied. Practical implications: The public service sector’s TQM practices and service innovation in the UAE have a profound impact on social and environmental sustainability as opposed to economic sustainability performance. Adopting five dimensions of TQM [following the Abu Dhabi Award for Excellence in Government Performance (ADAEP) model] across Abu Dhabi’s public organizations will enable government departments to deliver innovative services to its beneficiaries.

Originality: This study provides a substantial contribution by addressing the gaps in the literature. Very few studies have empirically investigated the possible association between TQM, service innovation, and sustainability performance in public sector organizations, particularly in developing countries such as the UAE, where the increasing use of TQM practices is still in its emerging stages, mainly targeting innovative service offerings and sustainable performance