Examines the commitment of Milliken Contract Carpets in the United Kingdom to improve the quality of product and service as perceived by the customer. Describes the background to the adoption of TQM by the parent company, which has defined its approach as “pursuit of excellence”, and which...

Describes how focusing on total product quality (TPQ) can provide a new form of competitive differentiation, bearing in mind the move towards product parity. Considers that the role of marketing is vitally important in building TPQ, as a good quality product can be so easily let down by poor...

Argues that 99.9 per cent quality is not enough. Especially in products in which the safety of the consumer is at stake, the only acceptable level of quality is total. Consumers are also requiring products to be easy to use. An increasing number of companies are beginning to realize this is not...

Examines a modern approach to competitiveness and describes current phenomena which have altered the principles which underlie competitive success. Discusses the meaning and implications of several key competitive principles including market‐driven strategies, time‐based competition, global...

Examines quality strategies within the manufacturing strategy. Discusses how the difference and the relationship between order winning criteria and order qualifying criteria is crucial to the understanding of the role of quality in the manufacturing strategy. Asserts that a manufacturing...

Purpose – The aim of the paper is to develop a conceptual model of the process by means of which the induced tourism image of a destination is created. The model focuses on the role tourism agents' relational networks play in this process and particularly on the effects of the links with...

Purpose – An improvement in the management of information system (IS) based resources and capabilities of hotels must affect competitive advantage. Based on that premise, this work has two aims. The first is to determine how the strategic value of the IS area affects the organizational...

Purpose – The purpose of this paper is to explore whether the integration of minorities into the hotel industry stimulates innovation by promoting competitiveness in the tourism industry. Design/methodology/approach – The analysis uses the co‐evolutionary perspective of firms and the...

Purpose – Destinations are embedded in a competitive environment, in which quality and service alone do not satisfy the customer, and are no longer useful for differentiation. Thus experiences, as a source of customer value, are gaining importance in destination management. Experiences are...

Purpose This paper aims to address lack in destination leadership and to propose a new typology of approaches. Frequently, rural tourism is suggested as a remedy that should enhance the local economy, create new jobs, strengthen the regional identity and finance the infrastructure....