African Journal of
Business Management

  • Abbreviation: Afr. J. Bus. Manage.
  • Language: English
  • ISSN: 1993-8233
  • DOI: 10.5897/AJBM
  • Start Year: 2007
  • Published Articles: 4193

Full Length Research Paper

The relationship between people-related total quality management (TQM) practices, job satisfaction and turnover intention: A literature review and proposed conceptual model

Jing-Wen Yue, Keng-Boon Ooi* and Choong Chee Keong
Faculty of Business and Finance, University Tunku Abdul Rahman, Malaysia.
Email: [email protected]

  •  Accepted: 04 August 2010
  •  Published: 04 August 2011


The purpose of this paper is to establish a conceptual model to examine the different dimensions of people-related TQM practices and its relationship with job satisfaction and turnover intention. The theory of total quality management (TQM) principles and the concept of job satisfaction and turnover intention provide as preliminary points to construct the integrated conceptual model, connecting TQM practices, job satisfaction and turnover intention aspects. Using a wide-range of literature review, six p eople-related practices of TQM (that is leadership, training and development, employee empowerment, employee involvement, teamwork, and reward and recognition), job satisfaction and turnover intention are linked in a structured manner to investigate their relationships. The findings provide a basic guideline for establishing an improved and revised model to advance the TQM, job satisfaction and turnover intention literatures. This study serves to be beneficial for managers in any organization, who desire to enhance the level of job satisfaction and reduce the level of turnover intention in their firms, through an effective implementation of the relevant people-related TQM practices.


Key words: People-related, total quality management (TQM) Practices, job satisfaction, turnover intention.