QUALITY MANAGEMENT SYSTEMS IN THE HOSPITALITY INDUSTRY: A SYNTHESIS OF CURRENT RESEARCH AND FUTURE DIRECTIONS
Abstract
Abstract: Quality Management Systems (QMSs) are foundational frameworks for organizations to meet customer and regulatory requirements, driving continuous improvement and competitive advantage. In the dynamic and service-oriented hospitality industry, the effective implementation of QMSs, including approaches like ISO 9001 and Total Quality Management (TQM), is paramount for optimizing service delivery, ensuring guest satisfaction, and ultimately improving financial performance. This article synthesizes findings from recent literature to delineate the key principles, prevalent practices, benefits, and challenges of QMS adoption within the hospitality sector. It examines the relationship between various QM practices, service quality, customer satisfaction, and organizational performance, addressing the unique characteristics of service industries. Furthermore, it identifies current research methodologies, analyzes key findings, discusses practical and theoretical implications, highlights limitations in the existing body of knowledge, and proposes avenues for future research to advance the understanding and application of QMSs in hospitality.
References
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