Quality initiatives need to be translated into actions by employees. Highlights the importance of eliciting the … the repertory grid technique to elicit the models which food servers in the hospitality industry have of internal systems … and procedures. The “maps” which food servers have of service situations and colleagues reveal areas for quality …

Traces, from its inception, Scott′s Hotels′ highly rated quality improvement programme. Emphasizes experiential …

Examines some of the difficulties facing any company in its pursuit of quality profile achievement. Areas covered … include defining quality within the Sutcliffe Group and reviewing some of the difficulties the Group faced in its pursuit of … quality as a “contract” organization in 2,000 different client locations. Concludes with a detailed description of Sutcliffe …

Describes the “Way of Life” (WoL) Quality Improvement Programme, which was an attempt by Prudential Assurance to … been seen as a leader in the quality improvement field.  …

Total quality management in hotels is becoming more commonplace. But the meaning of total quality management (TQM) is … often misunderstood. Presents an overview of TQM and a case study of quality processes in a US hotel company. Bergstrom … Hotels of Wisconsin has been practising quality principles since 1989. What started out as a “quality commitment” has evolved …

Customer satisfaction is the ultimate goal of total quality management efforts in service industries. An essential … and communication tool that involves customers, management and front‐line employees in service quality improvement …

Outlines a step‐by‐step procedure to evaluate both the costs and the benefits of any training proposal. The evaluation … permits owners and managers to make informed decisions about appropriate training methods. The operator is often forced to … choose between informal on‐the‐job training and structured off‐the‐job training. Utilizes a financial analysis model for …

published accounts are then analysed using two widely recognised models. This preliminary research provides evidence that this …

quality of service and utilization of the Croatian tourism and hotel industry. To bring about change, modern management …