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Total Quality Management Transfer: A Case of Hong Kong Hotels
Author(s) -
Kivela Jakša,
Go Frank
Publication year - 1996
Publication title -
asia pacific journal of human resources
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.825
H-Index - 33
eISSN - 1744-7941
pISSN - 1038-4111
DOI - 10.1177/103841119603400104
Subject(s) - total quality management , hotel industry , business , competition (biology) , context (archaeology) , quality (philosophy) , marketing , operations management , tourism , economics , geography , ecology , philosophy , archaeology , epistemology , biology , service (business)
Hong Kong is world‐renowned for its first‐class hotels. But increasingly, there is a need for the systematic application of Total Quality Management (TQM) in Hong Kong's hotel industry because its labour turnover is unacceptably high, the cost of hotel labour is rising, and competition is increasing. TQM was first introduced in the local hotel industry during the late 1980s. Data on the present status of TQM in Hong Kong's hotel industry are interpreted within the context of the Chinese family business. The paper concludes by contrasting two case‐studies to demonstrate the most effective implementation of TQM in Hong Kong hotels.