An Examination of Quality Management in Luxury Hotels.
Document Type
Article
Publication Date
2003
Date Issued
January 2003
Date Available
August 2011
Abstract
The purpose of this case study was to analyze and compare the total quality management (TQM) practices of three luxury hotels. Leadership, guest and market focus, and information and analysis emerged as the three most significant TQM factors successfully implemented in these three hotels. The human resource focus factor was less successfully integrated into these hotels’ operations. Although the three hotels claimed that they managed their processes effectively, these processes were not as well-designed or complex as in many other quality-conscious companies. Strategic planning emerged as one of the most difficult factors to implement. The general managers interviewed argued that these six factors contributed positively to their hotel’s business results. Managerial and research implications are also discussed.
Publisher
Haworth Press
Recommended Citation
Sila, I., & Ebrahimpour, M. (2003). An Examination of Quality Management in Luxury Hotels. International Journal of Hospitality & Tourism Administration, 4(2), 33-59.
Creative Commons License
This work is licensed under a Creative Commons Attribution-Noncommercial-No Derivative Works 4.0 License.
Comments
Abstract only. Full-text article is available only through licensed access provided by the publisher. Published in International Journal of Hospitality & Tourism Administration, 4(2), 33-59. Members of the USF System may access the full-text of the article through the authenticated link provided.