Managing with Style: An Analysis of Work Styles of Hotel Managers

The structural relationship between TQM, employee satisfaction and hotel performance

“…Both TQM and employees are critical management approaches in the hotel industry because the customers expect high standards of hotel service delivery and facilities. This significantly affects customer's expectation and performance (Chi and Gursoy, 2009;Brown and Lam, 2008;Malan et al, 2014) and determines the success of the business (Choi and Dickson, 2009). This is in line with the TQM philosophy, which involves matching customer expectations and performance (Oakland, 2011;Baldacchino, 1995).…”