Total Quality Management in Hotel Businesses Depending on Their Category and Size

Aristides Katsaitis (), Fragiskos Bersimis () and Paris Tsartas ()
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Aristides Katsaitis: Harokopion University
Fragiskos Bersimis: University of Piraeus
Paris Tsartas: Harokopion University

A chapter in Tourism, Travel, and Hospitality in a Smart and Sustainable World, 2023, pp 161-183 from Springer

Abstract: Abstract The aim of this research was to investigate the degree of implementation of the total quality management of the hotels in terms of the quality category of the services provided (5*–4*) and the size (small–large), in a sample of hotel businesses in the Prefecture of Attica. A survey was carried out using an electronic questionnaire that included appropriate questions addressed to the HR managers of the hotel units. The results show that 5* and larger hotels show a higher degree of agreement in the attitudes that express the application of the principles of total quality management, compared to 4* and smaller hotels. In conclusion, from the research on the application of the principles of total quality management between the category of 4* and 5* hotels, there is clearly a significant differentiation. Hotels in the 5* category clearly show a better application of the principles of total quality management compared to the category of 4* hotels.

Keywords: Hotels; Total quality management; Human resources; Z300 tourism economics; General (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:spr:prbchp:978-3-031-29426-6_11

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DOI: 10.1007/978-3-031-29426-6_11

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