Pallet, William J.; Taylor, Wayne W.; Jayawardena, Chandana - In: International Journal of Contemporary Hospitality Management 15 (2003) 6, pp. 349-351
Analyses the concept of quality in the hotel industry. Emphasises that quality has to be a part of the culture of an organisation. Presents Delta Hotels in Canada as an exemplary case study in relation to people and quality initiatives. Delta has, over the years, built a good reputation and...