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Total Quality Management (TQM) practices: challenges faced by hotel managers / Jazira Anuar, Norzuwana Sumarjan and Salleh Mohd Radzi

Total Quality Management (TQM) has appeared to be significant in the hotel and tourism industries over the last decades. With the intense competition among organizations in hotel and tourism industries to fulfil customers increasing demand patterns, many organizations have restructure their TQM prac...

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Main Authors: Anuar, Jazira, Mohd Radzi, Salleh
Format: Article
Language:English
Published: Faculty of Hotel and Management, Universiti Teknologi MARA, Selangor, Kampus Puncak Alam Campus 2017
Subjects:
Travel and state. Tourism
Total quality management. Benchmarking
Service industries
Online Access:http://ir.uitm.edu.my/id/eprint/19521/8/AJ_NORZUWANA%20SUMARJAN%20JTHCA%20B%2017.pdf
http://ir.uitm.edu.my/id/eprint/19521/
https://www.jthca.org/
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record_format eprints
spelling my.uitm.ir.195212019-03-11T03:51:43Z http://ir.uitm.edu.my/id/eprint/19521/ Total Quality Management (TQM) practices: challenges faced by hotel managers / Jazira Anuar, Norzuwana Sumarjan and Salleh Mohd Radzi Anuar, Jazira Mohd Radzi, Salleh Travel and state. Tourism Total quality management. Benchmarking Service industries Total Quality Management (TQM) has appeared to be significant in the hotel and tourism industries over the last decades. With the intense competition among organizations in hotel and tourism industries to fulfil customers increasing demand patterns, many organizations have restructure their TQM practices for the betterment of the organization and encounter challenges during the implementation of TQM for maximum benefits. Limited study has addressed issue pertaining to challenges encountered specifically in the service industries. In-depth interviews with eight hotel managers (Human Resource Department) from several hotels in Kuala Terengganu were established. Findings revealed that the challenges encountered from the hotel managers consists of employees’ involvement; employees training; top management commitment, product and service designs and quality systems. The managerial implications, recommendations and scope for future study are presented in the end of this paper. Faculty of Hotel and Management, Universiti Teknologi MARA, Selangor, Kampus Puncak Alam Campus 2017-09 Article PeerReviewed text en http://ir.uitm.edu.my/id/eprint/19521/8/AJ_NORZUWANA%20SUMARJAN%20JTHCA%20B%2017.pdf Anuar, Jazira and Mohd Radzi, Salleh (2017) Total Quality Management (TQM) practices: challenges faced by hotel managers / Jazira Anuar, Norzuwana Sumarjan and Salleh Mohd Radzi. Journal of Tourism, Hospitality & Culinary Arts (JTHCA), 9 (2). pp. 1-12. ISSN 1985-8914 ; 2590-3837 https://www.jthca.org/
institution Universiti Teknologi Mara
building Tun Abdul Razak Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Mara
content_source UiTM Institutional Repository
url_provider http://ir.uitm.edu.my/
language English
topic Travel and state. Tourism
Total quality management. Benchmarking
Service industries
spellingShingle Travel and state. Tourism
Total quality management. Benchmarking
Service industries
Anuar, Jazira
Mohd Radzi, Salleh
Total Quality Management (TQM) practices: challenges faced by hotel managers / Jazira Anuar, Norzuwana Sumarjan and Salleh Mohd Radzi
description Total Quality Management (TQM) has appeared to be significant in the hotel and tourism industries over the last decades. With the intense competition among organizations in hotel and tourism industries to fulfil customers increasing demand patterns, many organizations have restructure their TQM practices for the betterment of the organization and encounter challenges during the implementation of TQM for maximum benefits. Limited study has addressed issue pertaining to challenges encountered specifically in the service industries. In-depth interviews with eight hotel managers (Human Resource Department) from several hotels in Kuala Terengganu were established. Findings revealed that the challenges encountered from the hotel managers consists of employees’ involvement; employees training; top management commitment, product and service designs and quality systems. The managerial implications, recommendations and scope for future study are presented in the end of this paper.
format Article
author Anuar, Jazira
Mohd Radzi, Salleh
author_facet Anuar, Jazira
Mohd Radzi, Salleh
author_sort Anuar, Jazira
title Total Quality Management (TQM) practices: challenges faced by hotel managers / Jazira Anuar, Norzuwana Sumarjan and Salleh Mohd Radzi
title_short Total Quality Management (TQM) practices: challenges faced by hotel managers / Jazira Anuar, Norzuwana Sumarjan and Salleh Mohd Radzi
title_full Total Quality Management (TQM) practices: challenges faced by hotel managers / Jazira Anuar, Norzuwana Sumarjan and Salleh Mohd Radzi
title_fullStr Total Quality Management (TQM) practices: challenges faced by hotel managers / Jazira Anuar, Norzuwana Sumarjan and Salleh Mohd Radzi
title_full_unstemmed Total Quality Management (TQM) practices: challenges faced by hotel managers / Jazira Anuar, Norzuwana Sumarjan and Salleh Mohd Radzi
title_sort total quality management (tqm) practices: challenges faced by hotel managers / jazira anuar, norzuwana sumarjan and salleh mohd radzi
publisher Faculty of Hotel and Management, Universiti Teknologi MARA, Selangor, Kampus Puncak Alam Campus
publishDate 2017
url http://ir.uitm.edu.my/id/eprint/19521/8/AJ_NORZUWANA%20SUMARJAN%20JTHCA%20B%2017.pdf
http://ir.uitm.edu.my/id/eprint/19521/
https://www.jthca.org/
_version_ 1685649225378955264
score 13.211869

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