Program Web Address
www.nmsu.edu
Abstract
In the early 1980s many hotels in the United States adopted quality assurance as a business strategy. By the late 1980s independent and chain hotels realized that total quality management (TQM) was a more powerful process and they began utilizing many of its components. For over 10 years, hotels have flirted with a variety of tools, processes, and theories to improve service to the guest
Recommended Citation
Breiter, Deborah and Kline, Sheryl Fried
(1995)
"Benchmarking Quality Management in Hotels,"
Hospitality Review: Vol. 13:
Iss.
2, Article 6.
Available at:
https://digitalcommons.fiu.edu/hospitalityreview/vol13/iss2/6
