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...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Faculty of Hotel and Management, Universiti Teknologi MARA, Selangor, Kampus Puncak Alam Campus
2017
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| Subjects: | |
| Online Access: | https://ir.uitm.edu.my/id/eprint/19521/ |
| _version_ | 1848804793117573120 |
|---|---|
| author | Anuar, Jazira Mohd Radzi, Salleh |
| author_facet | Anuar, Jazira Mohd Radzi, Salleh |
| author_sort | Anuar, Jazira |
| building | UiTM Institutional Repository |
| collection | Online Access |
| 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. |
| first_indexed | 2025-11-14T22:00:47Z |
| format | Article |
| id | uitm-19521 |
| institution | Universiti Teknologi MARA |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T22:00:47Z |
| publishDate | 2017 |
| publisher | Faculty of Hotel and Management, Universiti Teknologi MARA, Selangor, Kampus Puncak Alam Campus |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | uitm-195212019-03-11T03:51:43Z https://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 jthca 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 https://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. (2017) Journal of Tourism, Hospitality & Culinary Arts (JTHCA) <https://ir.uitm.edu.my/view/publication/Journal_of_Tourism,_Hospitality_=26_Culinary_Arts_=28JTHCA=29.html>, 9 (2). pp. 1-12. ISSN 1985-8914 ; 2590-3837 https://www.jthca.org/ |
| 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 |
| title | 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_short | 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 |
| topic | Travel and state. Tourism Total quality management. Benchmarking Service industries |
| url | https://ir.uitm.edu.my/id/eprint/19521/ https://ir.uitm.edu.my/id/eprint/19521/ |