A Study of the Role of Total Quality Management in the Tourism Industry

A Study of the Role of Total Quality Management in the Tourism Industry

Document details
Category: Travel and Tourism Essay
Subcategory: Hospitality and Tourism Management
Words: 2173
Pages: 9

AbstractThe quality of services and operations is an essential component of a competitive strategy in a hospitality industry. However, ensuring high quality of services in a tourism industry can sometimes be complex as a result of differences in customers tastes and preferences. In the case of a restaurant, the management must always ensure that services and facilities are available at appropriate standards while at the same time high level of employees commitment would enhance comfort and satisfaction of visitors. Furthermore, a communication strategy will also be necessary for ensuring that customers maintain a good relationship with the restaurant during their visit and even after the visit. Given the significance of customer services in the hospitality industry, this paper explored how total quality management (TQM) processes impacts on the effectiveness of the business strategy of a restaurant. The paper used a qualitative approach based on analysis of past literature on organization and quality management within the tourism industry. From the literature analysis, it was found that customer service was the most critical success factor in ensuring a tourism organization realized a competitive edge in its industry. The paper identified that enhancing service quality and career and talent development opportunities will help a tourism organization to sustain a competitive advantage. Furthermore, organization culture was found to be a major determinant of success within the tourism industry. In a nutshell, the researcher noted that communication, customer service, and employee involvement were crucial in ensuring the success of the firm in the tourism industry. IntroductionThe hospitality industry is faced with increasing uncertainties in several parts of the globe due to social, political and economic challenges. Wang, Chen and Chen (2012, p. 120) highlighted that the decline in incomes of people, the economic growth slowdown in the developed world and political instability. Apart from the environmental challenges, the poor performance of some tourist organizations can also be attributed to internal factors poor such as service delivery, lack of employee commitment...

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