Key Success Factors of Total Quality Management (TQM) for the Hospitality Sector. A Critical Review of the Literature (Published)
The aim of this paper is to find the key practices of TQM, which are directly associated and implementable into hospitality sector by reviewing the literature of both service and manufacturing sector, and to outline key practices of TQM to develop a comprehensive and feasible quality framework for managers of SMEs to adopt the best TQM practices that enhance operational efficiency through quality improvement and to achieve optimal results, which is lacking in the literature. The researcher has applied a systematic literature review strategy to achieve the overall aim of this study. The systematic literature review has focused more on explaining the concepts comprehensively and in an organised manner. In this regard, the outline of the literature has been designed in such a manner, to go from a general perspective to a broader perspective to provide an in-depth discussion of the research topic. Data relevant to the research has been collected from scholarly articles and previous studies, to provide a clear understanding of the topic. Finally, this research makes an original contribution in the academic field as it enhances the knowledge of TQM among the managers and quality practitioners concerning key TQM practices, which are directly associated and can be implemented in the hospitality industry.
Keywords: Customer Satisfaction, Service Industry, Total Quality Management, competitors, critical success factors., manufacturing industry