The purpose of TQM (Total Quality Management)‐centered organizational culture is to enhance the efficiency of business through the proper allocation and concentration of restricted resources. In order to maximize the corporate profitability through customer satisfaction, what kind of, when and how many resources should be allocated and managed to the preventive TQM activities and corrective TQM activities have become a very important decision making factors at the point of high management. This study aims to identify the causal relationships of quality‐centered organizational culture on service quality and customer satisfaction relating to service failure in food service industry. And this study is intended to discover the factors of quality‐centered organizational culture which impacts on service recovery justice after service failure happens, and it can be helpful for the top managers to make a decision to how to form corporate structural culture.
Purpose: The purpose of this study is to identify the impact of TQM dimensions through service recovery justice on service quality and customer satisfaction.Methods: This study employed structural equation modeling methodology analyzing 265 samples collected.Results: This study found that TQM related factors had positive influence on service recovery justice in general. In specific, top management leadership and employee participation are the most important factors for the service recovery justice.Conclusion: This study reveals that service recovery justice has the positive impact on both service quality and customer satisfaction.
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