Effect of service innovation and service recovery in the relationship between total quality management and job satisfaction for university staff in Saudi Arabia

Purpose: The study aims to explore how service innovation and service recovery mediate the impact of total quality management (TQM) practices on job satisfaction (JS) among university staff in Saudi Arabia. Design/methodology/approach: The study follows a positivist and quantitative research approach, with well-defined hypotheses and relationships between variables. Data was collected through a self-administered questionnaire distributed to a random sample of 300 staff members from public universities in Saudi Arabia. Findings: The results unveil a compelling connection, demonstrating that TQM exerts a substantial and positively oriented impact on JS among the academic staff. Notably, service recovery emerges as a dominant mediator, emphasizing its substantial role in enhancing JS. However, the mediating role of service innovation was not found to be statistically significant. Practical implications: The outcomes provide valuable insights into the dynamic interplay of these factors and offer practical implications for university management and quality enhancement endeavors. The study underscores the significance of embracing TQM practices and effective service recovery procedures to foster enhanced JS within Saudi Arabian public universities. Originality/value: As a significant contribution to existing literature, this research augments the understanding of the complex relationship between TQM and JS within the distinctive academic milieu. It accentuates the importance of service recovery as an essential mediator within this relationship.

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