An Assessment of Total Quality Management: A Comparative Study between Restaurants of Five Stars’ Hotels and Classified Restaurants in Jordan
| المؤلف الرئيسي: | أبو دلو، فوزات أسامة (مؤلف) |
|---|---|
| مؤلفين آخرين: | العودات، أريج شبيب (مشرف) |
| التاريخ الميلادي: |
2020
|
| موقع: | إربد |
| الصفحات: | 1 - 89 |
| رقم MD: | 1125954 |
| نوع المحتوى: | رسائل جامعية |
| اللغة: | الإنجليزية |
| الدرجة العلمية: | رسالة ماجستير |
| الجامعة: | جامعة اليرموك |
| الكلية: | كلية السياحة والفنادق |
| الدولة: | الاردن |
| قواعد المعلومات: | Dissertations |
| مواضيع: | |
| رابط المحتوى: |
عدد مرات التحميل
76
| المستخلص: |
This research explores the implementation of total quality management (TQM) in restaurants of five stars' hotels and classified restaurants in Jordan. A hybrid research methodology, including quantitative and qualitative approaches to gather and analyze the data was used, the perceptions on the implementation of TQM in five stars, hotel restaurants and classified restaurants were explored from different points of views including employees, managers, and customers. Their views were investigated through two stages. The qualitative stage revealed the perceptions and awareness of employees on TQM, therefore, to assess the implementation of TQM practices. The respondents were asked about main issues of TQM including: employees' involvement and empowerment, communication, and customer focus. As for quantitative stage, a questionnaire was distributed to customers in restaurants and hotels, to survey the following dimensions: physical supplies, physical facilities, equipment, staff, complain response action, and food menu. The findings showed that classified restaurants and five-star hotels in Jordan do not apply all principles of total quality management, but rather focus on few of them (e.g. focus on customer), and they still rely on traditional management totally rather than applying the TQM practices. |
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عناصر مشابهة
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The relationship between total quality management and competitiveness in the international five star hotels in Jordan
بواسطة: اليونس، سلام منشور: (2010) -
Customer Sitsfaction in Five Star Hotels Course : Msc Strategic Quality Management
بواسطة: Al Harbi, Abd Alaziz منشور: (2010) -
Talent Management Strategies and Practices in Five Star Hotels: An Exploratory Study
بواسطة: Saad, Hisham E. منشور: (2018) -
Balanced Scorecard As A Tool For Measuring Performance In Hotels An Empirical Study On Four Star And Five Star Hotels In Egypt
بواسطة: Fawy, Walaa Mahmoud منشور: (2018) -
The Mediating Effect of Organizational Learning on Relationship between Total Quality Management and Operational Performance: Evidence from Jordanian Hotels Sector
بواسطة: الدهيدي، محمد أحمد محمد منشور: (2022)
