Please use this identifier to cite or link to this item:
https://www.um.edu.mt/library/oar/handle/123456789/42110| 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'. |
| URI: | https://www.um.edu.mt/library/oar//handle/123456789/42110 |
| ISSN: | 02784319 |
| Appears in Collections: | Scholarly Works - FacArtSoc |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| baldacchino1995.pdf Restricted Access | 758.43 kB | Adobe PDF | View/Open Request a copy |
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