Theoretical integration of EFQM, Herzberg, Maslow and expectancy models into a TQM framework: implications for service innovation, service recovery and job satisfaction

This study investigates the relationship between Total Quality Management (TQM) practices and job satisfaction among university staff in Saudi Arabia, examining the mediating roles of service innovation and service recovery. Despite TQM’s growing importance in higher education, limited evidence exists regarding the mechanisms through which quality management practices influence employee outcomes in Arab contexts. A cross-sectional survey of 346 staff members from 29 public universities was analyzed using PLS-SEM, integrating the EFQM framework with Herzberg’s Two-Factor Theory, Maslow’s Hierarchy of Needs and Expectancy Theory. Results revealed strong direct effects of TQM on job satisfaction (β = 0.629, p < 0.001), service innovation (β = 0.932, p < 0.001) and service recovery (β = 0.795, p < 0.001). Service innovation emerged as the primary mediating pathway (β = 0.476, p < 0.001), while service recovery demonstrated a secondary effect (β = 0.153, p = 0.019). Top management support, cultural change and employee training were key predictors, explaining 72% of job satisfaction variance. The findings provide novel evidence of dual mediation pathways and validate Western management theories in Arab higher education contexts, supporting strategic TQM investments aligned with Saudi Vision 2030.