Abstract

Previous studies reveal that Total Quality Management (TQM) practices reduce the perception of role stressors among employees. Some questions nevertheless remain to be answered. This paper attempts to fill these gaps by developing a conceptual model that extends previous work done on the ‘TQM - role stressor’ relationship. The conceptual model in this paper therefore incorporates two additional, yet important stress-related variables, namely ‘strain’ which are the actual manifestations of stress, and ‘withdrawal behaviors’  which are the coping strategies employees engage in when exposed to role stressors. This paper contributes to TQM literature by highlighting the following important areas: Firstly, although past literature indicates that TQM practices reduce role stressors, this paper proposes that TQM practices do not completely eliminate the existence of role stressors and individuals may still need to engage in coping strategies to further safeguard their wellbeing. Secondly, this paper challenges the traditional notion that all components of counterproductive behaviors (CWB) are harmful for the organization. In a stressful environment, withdrawal behaviours, a type of CWB, is proposed to be a coping strategy done out of necessity to reduce strain, rather than to solely harm the organization. The proposed model serves important managerial implications because withdrawal behaviors, traditionally perceived to warrant disciplinary action, should be viewed in a different light.

Key words: Total quality management, role stressors, strain, counterproductive behaviour, coping.