Excellent And Sustainable Tourism Management Through The Baldrige Criteria
Case Study: Mangunan Orchard Tourism Attraction
DOI:
https://doi.org/10.37535/104002220221Keywords:
Sustainable Tourism, Organizationat Performance, Baldrige CriteriaAbstract
Optimizing organizational performance has a positive impact on the services provided. Various steps need to be taken in an effort to create a sustainable business. Organizational excellence is inseparable from several main factors, such as: performance, customer satisfaction, leadership, process management, employee involvement, learning, innovation, and social responsibility. Organizations must be able to assess their performance to explore various opportunities and be able to put themselves in a competitive situation. The Baldrige Criteria are a guide for organizations to evaluate performance and create superior and world-class management. This criterion consists of seven pillars, namely: leadership; strategic planning; focus on consumers and markets; analysis and knowledge management; focus on human resources; business process management; and results. This research was conducted to analyze the application of the Baldrige Criteria to the Mangunan Fruit Garden tourist attraction as an effort to create superior and world-class tourism management. A qualitative, descriptive research design was used in this study and was combined with the Baldrige Criteria instrument. Collected data for this study through in-depth interviews with several informants from management and employees. The results of the study explained that the management of the Mangunan Orchard was not in accordance with the Baldrige Criteria. Tourist attraction managers need to design the right strategy to create superior and world-class organizational performance.
References
Aboramadan, M., Alolayyan, M. N., Turkmenoglu, M. A., Cicek, B., & Farao, C. (2021). Linking authentic leadership and management capability to public hospital performance: The role of work engagement. International Journal of Organizational Analysis, 29(5), 1350–1370. https://doi.org/10.1108/IJOA-10-2020-2436
Agrawal, N. M. (2019). Modeling Deming’s quality principles to improve performance using interpretive structural modeling and MICMAC analysis. International Journal of Quality & Reliability Management, 36(7), 1159–1180. https://doi.org/10.1108/IJQRM-07-2018-0204
Al Amin, M., Arefin, M. S., Sultana, N., Islam, M. R., Jahan, I., & Akhtar, A. (2021). Evaluating the customers’ dining attitudes, e-satisfaction and continuance intention toward mobile food ordering apps (MFOAs): Evidence from Bangladesh. European Journal of Management and Business Economics, 30(2), 211–229. https://doi.org/10.1108/EJMBE-04-2020-0066
Al-Azizah, L. H., Mulyo, J. H., & Perwitasari, H. (2021). Economic Valuation of Kebun Buah Mangunan at Sub-district Dlingo, Bantul. IOP Conf. Ser. Earth Environ. Sci., 662(1). Scopus. https://doi.org/10.1088/1755-1315/662/1/012004
Almeida, C. M., Araujo, F. O., Abreu, C. G. S., & Batista, H. M. C. d. S. (2021). Proposed guidelines for treatment of recurrent failures for sustainability of results in the post-project improvement stage process. Benchmarking: An International Journal, 28(8), 2496–2520. https://doi.org/10.1108/BIJ-06-2020-0277
Al‐Msallam, S. (2020). The impact of tourists’ emotions on satisfaction and destination loyalty – an integrative moderated mediation model: Tourists’ experience in Switzerland. Journal of Hospitality and Tourism Insights, 3(5), 509–528. https://doi.org/10.1108/JHTI-11-2019-0126
Antony, J., McDermott, O., Sony, M., Fernandes, M. M., & Ribeiro, R. V. C. (2021). A study on the Ishikawa’s original basic tools of quality control in South American companies: Results from a pilot survey and directions for further research. The TQM Journal, 33(8), 1770–1786. https://doi.org/10.1108/TQM-01-2021-0004
Beausoleil, A. (2022). Business Design Thinking and Doing: Frameworks, Strategies and Techniques for Sustainable Innovation. Palgrave Macmillan, Springer Nature Switzerland.
Bouranta, N. (2021). Does transformational leadership influence TQM practices? A comparison analysis between manufacturing and service firms. The TQM Journal, 33(3), 706–728. https://doi.org/10.1108/TQM-12-2019-0296
Brown, M. G. (2014). Baldrige Award Winning Quality: How to Interpret the Baldrige Criteria for Performance Excellence (18th ed.). Productivity Press. https://en.id1lib.org/ireader/6026371
Caniëls, M. C. J., Semeijn, J. H., & Renders, I. H. M. (2018). Mind the mindset! The interaction of proactive personality, transformational leadership and growth mindset for engagement at work. Career Development International, 23(1), 48–66. https://doi.org/10.1108/CDI-11-2016-0194
Chen, L., Zheng, W., Yang, B., & Bai, S. (2016). Transformational leadership, social capital and organizational innovation. Leadership & Organization Development Journal, 37(7), 843–859. https://doi.org/10.1108/LODJ-07-2015-0157
Cook, D., & Zhang, W. (2019). The Baldrige Award’s falling fortunes. Benchmarking: An International Journal, 26(6), 1972–1994. https://doi.org/10.1108/BIJ-04-2018-0096
Creswell, J., & David. (2019). Research Design Qualitative, Quantitative and Mix Methods Approaches. 388–388.
Dagilienė, L., & Klovienė, L. (2019). Motivation to use big data and big data analytics in external auditing. Managerial Auditing Journal, 34(7), 750–782. https://doi.org/10.1108/MAJ-01-2018-1773
Dambiski Gomes de Carvalho, G., Martins de Resende, L. M., Gomes de Carvalho, H., Pontes, J., & Oliveira Correa, R. (2020). The local innovation agents program: A literature review on the largest Brazilian small business innovation support program. International Journal of Innovation Science, 12(5), 565–588. https://doi.org/10.1108/IJIS-03-2020-0022
Danso, A., Adomako, S., Lartey, T., Amankwah-Amoah, J., & Owusu-Yirenkyi, D. (2020). Stakeholder integration, environmental sustainability orientation and financial performance. Journal of Business Research, 119, 652–662. https://doi.org/10.1016/j.jbusres.2019.02.038
de la Casa, J. M. H., & Caballero, S. G. (2021). Communication of Sustainable Development Goals in Social Economy organizations. CIRIEC-Espana Revista de Economia Publica, Social y Cooperativa, 101, 165–191. Scopus. https://doi.org/10.7203/CIRIEC-E.101.18393
Di Vaio, A., Palladino, R., Hassan, R., & Escobar, O. (2020). Artificial intelligence and business models in the sustainable development goals perspective: A systematic literature review. Journal of Business Research, 121, 283–314. https://doi.org/10.1016/j.jbusres.2020.08.019
Dias, Á. L., Silva, R., Patuleia, M., Estêvão, J., & González-Rodríguez, M. R. (2021). Selecting lifestyle entrepreneurship recovery strategies: A response to the COVID-19 pandemic. Tourism and Hospitality Research. Scopus. https://doi.org/10.1177/1467358421990724
Felix, C., Aparicio, S., & Urbano, D. (2019). Leadership as a driver of entrepreneurship: An international exploratory study. Journal of Small Business and Enterprise Development, 26(3), 397–420. https://doi.org/10.1108/JSBED-03-2018-0106
Feng, N. C., Neely, D. G., & Slatten, L. A. D. (2019). Stakeholder groups and accountability accreditation of non-profit organizations. Journal of Public Budgeting, Accounting & Financial Management, 31(2), 218–236. https://doi.org/10.1108/JPBAFM-08-2018-0088
Gupta, N., & Vrat, P. (2020). An evaluation of alternative business excellence models using AHP. Journal of Advances in Management Research, 17(2), 305–331. https://doi.org/10.1108/JAMR-06-2019-0101
Jabnoun, N. (2020). A proposed model for sustainable business excellence. Management Decision, 58(2), 221–238. https://doi.org/10.1108/MD-06-2018-0691
Jeon, K. S., & Choi, B. K. (2020). A multidimensional analysis of spiritual leadership, affective commitment and employees’ creativity in South Korea. Leadership & Organization Development Journal, 41(8), 1035–1052. https://doi.org/10.1108/LODJ-08-2019-0352
Jeon, K. S., & Choi, B. K. (2021). Workplace spirituality, organizational commitment and life satisfaction: The moderating role of religious affiliation. Journal of Organizational Change Management, 34(5), 1125–1143. https://doi.org/10.1108/JOCM-01-2021-0012
Jia, K. Y., Rahman, S., Kassim, N. M., & Shabbir, M. S. (2018). The influence of sensation seeking, travel motivation and social media networks towards risk perception among Malaysians to travel internationally. International Journal of Engineering & Technology, 7(45), 348–356.
Keszey, T. (2020). Environmental orientation, sustainable behaviour at the firm-market interface and performance. Journal of Cleaner Production, 243, 118524. https://doi.org/10.1016/j.jclepro.2019.118524
Khalfallah, M., Ben Salem, A., Zorgati, H., & Lakhal, L. (2022). Innovation mediating relationship between TQM and performance: Cases of industrial certified companies. The TQM Journal, 34(3), 552–575. https://doi.org/10.1108/TQM-01-2021-0019
Khurshid, M. A., Alhidari, A. M., & Tabassum, S. (2022). Scale development and validation of total quality and socially responsible management (TQSR-M) framework: Dual competitive strategy for management. Social Responsibility Journal, 18(3), 573–596. https://doi.org/10.1108/SRJ-10-2020-0416
Lasrado, F., & Kassem, R. (2021). Let’s get everyone involved! The effects of transformational leadership and organizational culture on organizational excellence. International Journal of Quality & Reliability Management, 38(1), 169–194. https://doi.org/10.1108/IJQRM-11-2019-0349
Lasrado, F., & Nyadzayo, M. (2020). Improving service quality. International Journal of Quality & Reliability Management, 37(3), 393–410. https://doi.org/10.1108/IJQRM-08-2019-0253
Leith, C. (2020). Tourism trends: Lifestyle developments and the links to solo tourism. Journal of Tourism Futures, 6(3), 251–255. https://doi.org/10.1108/JTF-11-2019-0126
Llatas, C., Soust-Verdaguer, B., & Passer, A. (2020). Implementing Life Cycle Sustainability Assessment during design stages in Building Information Modelling: From systematic literature review to a methodological approach. Building and Environment, 182, 107164. https://doi.org/10.1016/j.buildenv.2020.107164
López-Lemus, J. A., De la Garza Carranza, M. T., Atlatenco Ibarra, Q., & López-Lemus, J. G. (2021). Strategic planning key factor in tangible–intangible results in microenterprises. Management Research: Journal of the Iberoamerican Academy of Management, 19(1), 59–80. https://doi.org/10.1108/MRJIAM-05-2020-1041
Loyd, N., Harris, G., Gholston, S., & Berkowitz, D. (2020). Development of a lean assessment tool and measuring the effect of culture from employee perception. Journal of Manufacturing Technology Management, 31(7), 1439–1456. https://doi.org/10.1108/JMTM-10-2019-0375
Miles, M. B., Huberman, M. A., & Saldana, J. (2019). Qualitative Data Analysis : A Methods Sourcebook (4th ed.). SAGE Publications Inc.
Mohd Fuzi, N., Habidin, N. F., Janudin, S. E., Ong, S. Y. Y., & Ku Bahador, K. M. (2019). Environmental management accounting practices and organizational performance: The mediating effect of information system. Measuring Business Excellence, 23(4), 411–425. https://doi.org/10.1108/MBE-12-2018-0109
Mutiarin, D., Moner, Y. P., Nuryakin, & Nurmandi, A. (2019). The adoption of information and communication technologies in human resource management in the era of public governance. Public Policy and Administration, 18(2), 346–362. Scopus. https://doi.org/10.13165/VPA-19-18-2-12
Nassos, G., & Avlonas, N. (2020). Practical Sustainability Strategies: How To gain A Competitive Advantage (Second). John Willey and Sons.
Pasamar, S., Diaz-Fernandez, M., & de la Rosa-Navarro, M. D. (2019). Human capital: The link between leadership and organizational learning. European Journal of Management and Business Economics, 28(1), 25–51. https://doi.org/10.1108/EJMBE-08-2017-0003
Pellegrini, M. M., Ciampi, F., Marzi, G., & Orlando, B. (2020). The relationship between knowledge management and leadership: Mapping the field and providing future research avenues. Journal of Knowledge Management, 24(6), 1445–1492. https://doi.org/10.1108/JKM-01-2020-0034
Rane, S. B., Narvel, Y. A. M., & Bhandarkar, B. M. (2020). Developing strategies to improve agility in the project procurement management (PPM) process. Business Process Management Journal, 26(1), 257–286. https://doi.org/10.1108/BPMJ-07-2017-0196
Rawabdeh, I., Arafah, M., & Mustafa, M. M. (2022). Analysis of the interrelationships between enablers and results in King Abdullah II award for excellence model. Benchmarking: An International Journal, 29(3), 931–962. https://doi.org/10.1108/BIJ-09-2020-0475
Reichstein, C., & Härting, R. C. (2018). Potentials of changing customer needs in a digital world—A conceptual model and recommendations for action in tourism. In T. C., H. Y., H. R.J., J. L.C., & J. L.C. (Eds.), 22nd International Conference on Knowledge-Based and Intelligent Information and Engineering Systems, KES 2018 (Vol. 126, pp. 1484–1494). Elsevier B.V. https://doi.org/10.1016/j.procS.2018.08.120
Rezaee, E., & Pooya, A. (2019). Resource allocation to strategies of quality management with FANP and Goal Programming approach. The TQM Journal, 31(5), 850–870. https://doi.org/10.1108/TQM-10-2018-0145
Ritz, W., Wolf, M., & McQuitty, S. (2019). Digital marketing adoption and success for small businesses: The application of the do-it-yourself and technology acceptance models. Journal of Research in Interactive Marketing, 13(2), 179–203. https://doi.org/10.1108/JRIM-04-2018-0062
Ruben, B. D., & Gigliotti, R. A. (2021). Explaining incongruities between leadership theory and practice: Integrating theories of resonance, communication and systems. Leadership & Organization Development Journal, 42(6), 942–957. https://doi.org/10.1108/LODJ-02-2021-0072
Saeed, B., Tasmin, R., Mahmood, A., & Hafeez, A. (2022). Development of a multi-item Operational Excellence scale: Exploratory and confirmatory factor analysis. The TQM Journal, 34(3), 576–602. https://doi.org/10.1108/TQM-10-2020-0227
Sciarelli, M., Gheith, M. H., & Tani, M. (2020). The relationship between quality management practices, organizational innovation, and technical innovation in higher education. Quality Assurance in Education, 28(3), 137–150. https://doi.org/10.1108/QAE-10-2019-0102
Shokri, A. (2019). Investigating the view of quality management success factors amongst future early career operations leaders. International Journal of Quality and Service Sciences, 11(4), 487–503. https://doi.org/10.1108/IJQSS-02-2019-0027
Snyder, K. M., Eriksson, H., & Raharjo, H. (2020). The management index: Simplifying business excellence for management teams? International Journal of Quality and Service Sciences, 12(4), 505–520. https://doi.org/10.1108/IJQSS-05-2020-0069
Sulistyo, A., & Arwandi, F. A. S. (2020). Kriteria Malcolm Baldrige Di Era Revolusi Industri 4.0 Pada Perusahaan Media Cetak Dalam Upaya Menciptakan Perusahaan Unggul Danberkelanjutan Di Yogyakarta. Riset Manajemen, 7 No 1, 84–93.
Suyunchaliyeva, M., Shedenova, N., Kazbekov, B., & Akhmetkaliyeva, S. (2020). Digital Economy: Information Technology and Trends in Tourism. In Z. S., S. A., D. de S. R., B. A., & M. A. (Eds.), 1st International Conference on Business Technology for a Sustainable Environmental System, BTSES 2020 (Vol. 159). EDP Sciences. https://doi.org/10.1051/e3sconf/202015904029
Tagliari, L. D., Pandolfo, A., & Zeilmann, R. P. (2020). Developing a specific structured procedure to assess sustainability performance in manufacturing processes. Journal of Cleaner Production, 269, 122404. https://doi.org/10.1016/j.jclepro.2020.122404
Tasleem, M., Khan, N., & Nisar, A. (2019). Impact of technology management on corporate sustainability performance. International Journal of Quality & Reliability Management, 36(9), 1574–1599. https://doi.org/10.1108/IJQRM-01-2018-0017
Toke, L. K., & Kalpande, S. D. (2022). Strategic planning to investigate the decision index of organization for effective total quality management implementation – in context of Indian small and medium enterprises. Journal of Engineering, Design and Technology, 20(3), 749–776. https://doi.org/10.1108/JEDT-11-2020-0447
Tripathi, R., & Kumar, A. (2020). Humanistic leadership in the Tata group: The synergy in personal values, organisational strategy and national cultural ethos. Cross Cultural & Strategic Management, 27(4), 607–626. https://doi.org/10.1108/CCSM-01-2020-0025
Vinyard, J. (2015). Organization diagnosis, design, and transformation: Baldrige Users Guide (BUG) (Seventh Edition). American Society for Quality. https://en.id1lib.org/ireader/2714244
Wen, J., Kozak, M., Yang, S., & Liu, F. (2020). COVID-19: Potential effects on Chinese citizens’ lifestyle and travel. Tourism Review, 76(1), 74–87. https://doi.org/10.1108/TR-03-2020-0110
Wiweka, K., Demolingo, R. H., Karyatun, S., Adnyana, P. P., & Nurfikriyani, I. (2021). Tourist Village Rejuvenation and Overtourism Management: The Desa Wisata Nglanggeran Lifecycle Experience , Yogyakarta , Indonesia. 8(1), 1–16.
Yang, J., Chang, M., Chen, Z., Zhou, L., & Zhang, J. (2021). The chain mediation effect of spiritual leadership on employees’ innovative behavior. Leadership & Organization Development Journal, 42(1), 114–129. https://doi.org/10.1108/LODJ-10-2019-0442
Yazdani, B. (2022). TQM, employee outcomes and performance: The contingency effect of environmental uncertainty. International Journal of Quality & Reliability Management, 39(2), 647–672. https://doi.org/10.1108/IJQRM-04-2018-0090
Ye, L., Pan, S. L., Wang, J., Wu, J., & Dong, X. (2021). Big data analytics for sustainable cities: An information triangulation study of hazardous materials transportation. Journal of Business Research, 128, 381–390. https://doi.org/10.1016/j.jbusres.2021.01.057
Yin, R. K. (2003). Case Study Research ; Design and Methods. In Case Study Research ; Design and Methods (Third, Vol. 5, Issue 3). https://doi.org/10.1300/J145v03n03_07
Zarezadeh, Z. Z., Rastegar, H. R., & Gretzel, U. (2018). Reviewing the Past to Inform the Future: A Literature Review of Social Media in Tourism. Czech Journal of Tourism, 7(2), 115–131. https://doi.org/10.1515/cjot-2018-0006
Zollo, L., Rialti, R., Marrucci, A., & Ciappei, C. (2021). How do museums foster loyalty in tech-savvy visitors? The role of social media and digital experience. Current Issues in Tourism. https://doi.org/10.1080/13683500.2021.1896487
