Benchmarking quality management in hotels.
Florida International University Digital Commons (Florida International University)Published 1 January 1995Open access
Deborah Breiter, Sheryl F. Kline
Citations30
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Abstract
In the early 1980s many hotels in the United States adopted quality assurance as a business strategy. By the late 1980s independent and chain hotels realized that total quality management (TQM) was a more powerful process and they began utilizing many of its components. For over 10 years, hotels have flirted with a variety of tools, processes, and theories to improve service to the guest
Keywords
Economics, Econometrics and Finance
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