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Title: Total quality management in a luxury hotel : a critique of practice
Authors: Baldacchino, Godfrey
Keywords: Total quality management
Hospitality industry -- Quality control
Hotel management
Consumer cooperatives
Issue Date: 1995
Publisher: Pergamon Press
Citation: Baldacchino, G. (1995). Total quality management in a luxury hotel : a critique of practice. International Journal of Hospitality Management, 14(1), pp. 67-78.
Abstract: Total quality management (TQM) has become popular in the hospitality industry. It proposes to elicit the cooperation and loyalty of employees in the pursuit of corporate goals via an educational, empowering and positively rewarding relationship entered into by staff with their subordinates. But is the outcome of a TQM programme 'in synch' with its appealing rhetoric? This hotel case study of TQM practice offers insights into the problems which can arise when there is apparently only lip service paid to the corporate programme, and a naive interpretation attached to 'employee resource- fulness'.
ISSN: 02784319
Appears in Collections:Scholarly Works - FacArtSoc

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