Bergstrom Hotels: a case study in quality-Reference-Cited by-同舟云学术

Bergstrom Hotels: a case study in quality

Published:1995-11-01 Issue:6 Volume:7 Page:14-18
ISSN:0959-6119
Container-title:International Journal of Contemporary Hospitality Management
language:en
Short-container-title:

Author:

Breiter Deborah,Tyink Stephen A.,Corey‐Tuckwell Susan

Abstract

Total quality management in hotels is becoming more commonplace. But the meaning of total quality management (TQM) is often misunderstood. Presents an overview of TQM and a case study of quality processes in a US hotel company. Bergstrom Hotels of Wisconsin has been practising quality principles since 1989. What started out as a “quality commitment” has evolved into “continuous improvement”. Explains a variety of the tools used by Bergstrom, including the team process, data‐based decision making, and human resource support systems.

Publisher

Emerald

Subject

Tourism, Leisure and Hospitality Management

Reference1 articles.

1. 1. Hall, S.S., Quality Assurance in the Hospitality Industry, Quality Press, Milwaukee, WI, 1990, pp. 1‐13.

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