Hong Kong is world-renowned for its first-class hotels. But increasingly, there
is a need for the systematic application of Total Quality Management (TQM)
in Hong Kong's hotel industry because its labour turnover is unacceptably
high, the cost of hotel labour is rising, and competition is increasing. TQM
was first introduced in the local hotel industry during the late 1980s.
Data on the present status of TQM in Hong Kong's hotel industry are inter
preted within the context of the Chinese family business. The paper concludes
by contrasting two case-studies to demonstrate the most effective implemen
tation of TQM in Hong Kong hotels.
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