Dual-dimensional organizational excellence and its impact on productivity: insights from the tourism and hospitality sector

Purpose This study aims to investigate the relationship between employee performance (EP), organizational excellence (OEXC) and organizational productivity (OP) in the Egyptian tourism and hospitality sector, with a comparative focus on hotels and travel agencies (TAEs). Design/methodology/approach A cross-sectional survey was conducted using a self-administered questionnaire distributed to 255 hotel employees (HEs) and 228 TAEs in the Greater Cairo Region. Data were analyzed using partial least squares structural equation modeling (PLS-SEM) to test the proposed hypotheses and assess the mediating role of OEXC. Findings The results indicate that employee performance positively influences both excellence principles EPN and EPC, which in turn enhance organizational productivity. OEXC partially mediates the relationship between employee performance and productivity. Significant differences were observed between hotels and TAEs, with HEs demonstrating higher levels of performance, excellence, and productivity. Practical implications The study is limited by its cross-sectional design and sample size, which may affect generalizability. Future research could adopt longitudinal designs, include additional variables (e.g. organizational culture and technology) and expand to other sectors or regions. Originality/value This study provides a comprehensive model linking employee performance, OEXC and productivity in a comparative context. It offers empirical evidence from a developing country context, enriching the literature on service excellence and productivity in tourism and hospitality.