A Total Quality Management Research on the Portman Ritz Carlton Shanghai

Abstract:

In the hospitality industry, customers are seen as the key driving a business’s survival and success. The industry is therefore highly competitive and much more aware of the provision of quality service to meet customer expectations. Since hotel businesses are providing similar superior facilities among competitors in the market, service quality has been considered as the first priority and essential part of the organisational culture, making today’s businesses more concerned with delighting their customers than simply satisfying them [1]. Consequently, Total Quality Management (TQM) is becoming a widely used business management strategy within the hospitality industry. The intent of this essay focuses on the issue of service quality with the selected hotel - The Portman Ritz Carlton, Shanghai. It will first introduce TQM theory and then discuss how the approach helps to generate and maintain high quality service to achieve “customer delight”.

• Periodical: Applied Mechanics and Materials (Volumes 687-691)
• Pages: 4582-4587
• DOI: https://doi.org/10.4028/www.scientific.net/AMM.687-691.4582
• Online since: November 2014
• Authors: Si Yu Peng*
• Keywords: Hospitality, Portman Ritz Carlton Shanghai, Service Quality Management, Total Quality Management, Tourism

References

[1] R, Johnston. Towards a better understanding of service excellence[J]. Managing Service Quality, 2004, 14, (2/3): 129-133.

DOI: 10.1108/09604520410528554

[2] N. Slack, S. Chamber, R. Johnston. Operations Management, 5th Edition. Edinburgh Gate, Harlow: Prentice-Hall, 2007: 535-542.

[3] R. Presbury, A. Fitzgerald, R. Chapman. Impediments to improvements in service quality in luxury hotels[J]. Managing Service Quality, 2005, 15(4): 257-373.

DOI: 10.1108/09604520510606835

[4] A.P. Varnavas, A. C. Soteriou. Towards customer-driven management in hospitality education: A case study of the Higher Hotel Institute, Cyprus [J]. International Journal of Educational Management, 2002, 16(2): 66-74.

DOI: 10.1108/09513540210418386

[5] C. O'Brien. Insight selling: How retailers sell to us by stealth[W]. BBCNews. com, Accessed 03/03/2013. http: /www. bbc. co. uk/news/business-21371039.

[6] N. Karia, M.H.A.H. Asaari. The effects of Total Quality Management practices on employees' work-related attitudes[J]. The TQM Magazine, 2006, 18(1): 30-43.

DOI: 10.1108/09544780610637677

[7] R. Basu, J. N. Wright. Total Operations Solutions. Burlington, Oxford: Butterworth Heinemann, 2005: 170-182.

[8] E. Claver-Cortes, J. Pereira-Moliner, J. J. Tari, J. F. Molina-Azorin. TQM, managerial factors and performance in the Spanish hotel industry[J]. Industrial Management and Data Systems, 108(2): 228-244.

DOI: 10.1108/02635570810847590

[9] The Ritz Carlton 2009 Awards[W]. The Ritz Carlton Corporate website, Accessed 18/03/2012, http: /corporate. ritzcarlton. com/en/About/Awards. htm.

[10] E. Weldon, M. Chang. The Portman Ritz Carlton Shanghai: Asia's Best Employer*[J]. Asian Journal of Management Cases, 2004, 1(1): 109-120.

DOI: 10.1177/097282010400100108

[11] P. W. Looi, T. Marusarz, R. Baumruk. What Makes a Best Employer? Insights and findings from Hewitt's Global Best Employers study. London, England: Hewitt Associates LLC, 2004: 4-14.

[12] HCA Online. Living Values the Ritz Carlton way[W]. HCAMAG. com, Accessed 19/03/2012. http: /www. hcamag. com/article/living-values-the-ritz-carlton-way-113078. aspx.