Achieving total quality through executives’ characteristics: An exploratory study of managerial hubris during Covid-19 in hospitality facilities

Purpose. The objective of this paper, which is grounded in Total Quality Management (TQM) theory, is to ascertain whether management hubris can be a constructive feature that allows tourist industry organizations to thrive, even for brief periods, in turbulent situations and contexts such as those presented by the COVID-19 pandemic. Design/methodology/approach. This study employs a qualitative approach to develop in-depth insights on the potential benefits of hubris as a behavioral technique. Specifically, 24 interviews were conducted with personnel of Italian hospitality facilities. The participants were asked whether they identified the trait of hubris in their supervisors’ behaviors and, if so, what tactics were implemented to achieve total quality. Findings. The findings reveal that in a crisis, such as the COVID-19 pandemic, managers might use hubris to attain total quality while grappling with the dangers and ambiguities of the setting in which the tourism business operates. Originality. This study is the first to leverage qualitative approaches to emphasize the beneficial aspects of managerial hubris for TQM in times of extreme ambiguity, such as the COVID-19 pandemic and the specific context of tourism accommodations.