The Critical Dimensions of TQM in Hospitality Services

Abstract

The current research paper uses an extensive literature survey to study the different dimensions of Total Quality Management. Using a self-administered structured questionnaire, a survey was carried out for premium segment hotels in Mumbai. One Hundred & Thirty-Four survey responses were obtained vide emails. Multiple Regression Analysis was used for investigating the influence of the dimensions of Total Quality Management on the Overall Total Quality. The important contribution of the current study is identifying the four critical dimensions for TQM that influences the Overall Total Quality for Hospitality: (i) Top Management Commitment, (ii) Organizational Culture (iii) Continuous Improvement & (iv) Servicescapes (Physical Environment & Facilities). Practitioners can focus on the limited dimensions like Continuous Improvement with concentrated attention at all the organization levels to improve quality performance. The current study endeavours to promote TQM in Indian Service Sector for both academia & practicing managers. The proposed framework of “The Critical Dimensions of TQM in Hospitality Services” can be a guide for Hospitality Service Managers to effectively implement TQM.

Keywords: Total Quality Management, Top Management Commitment, Overall Total Quality, Organization Culture, Continuous Improvement, Employee Empowerment, Service Companies, Physical Facilities

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