Title

An examination of quality management in luxury hotels

Document Type

Article

Publication Title

International Journal of Hospitality and Tourism Administration

Publication Date

1-21-2004

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. © 2004, Taylor & Francis Group, LLC. All rights reserved.

Volume

4

Issue

2

First Page

33

Last Page

59

DOI

10.1300/J149v04n02_03

ISSN

15256480

E-ISSN

15286499

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