메뉴 건너뛰기




Volumn , Issue , 2012, Pages 390-403

The implementation of total quality management in tourism: Some guidelines

Author keywords

[No Author keywords available]

Indexed keywords


EID: 85071804235     PISSN: None     EISSN: None     Source Type: Book    
DOI: 10.4324/9780080519449-37     Document Type: Chapter
Times cited : (2)

References (62)
  • 2
    • 0040802589 scopus 로고
    • Department of Trade and Industry, London
    • Bendall, T., The Quality Gurus. Department of Trade and Industry, London (1989)
    • (1989) The Quality Gurus
    • Bendall, T.1
  • 4
    • 33846103502 scopus 로고
    • Prentice Hall, New York
    • Ishikawa, K., What is TQC?, Prentice Hall, New York (1985)
    • (1985) What is TQC?
    • Ishikawa, K.1
  • 6
    • 84945787821 scopus 로고
    • Total quality management: The second industrial revolution
    • Kanji, G., ‘Total quality management: The second industrial revolution’ Total Quality Management 1990 1 (1) 3-12
    • (1990) Total Quality Management , vol.1 , Issue.1 , pp. 3-12
    • Kanji, G.1
  • 12
    • 0642328630 scopus 로고
    • Theories and concepts in total quality management
    • Dotchin, J A and Oakland, J S., ‘Theories and concepts in total quality management’ Total Quality Management 1992 3 (2) 133-145
    • (1992) Total Quality Management , vol.3 , Issue.2 , pp. 133-145
    • Dotchin, J.A.1    Oakland, J.S.2
  • 13
    • 0344771546 scopus 로고
    • Dealing with inherent variability: The difference between service and manufacturing explained
    • Morris, B and Johnston, R., ‘Dealing with inherent variability: The difference between service and manufacturing explained’ International Journal of Operations and production Management 1987 7 (4) 13-22
    • (1987) International Journal of Operations and Production Management , vol.7 , Issue.4 , pp. 13-22
    • Morris, B.1    Johnston, R.2
  • 14
    • 0642295441 scopus 로고
    • Starting on the road to success
    • Dale, B G., ‘Starting on the road to success’ Total Quality Management Magazine 1991 3 (2) 125-128
    • (1991) Total Quality Management Magazine , vol.3 , Issue.2 , pp. 125-128
    • Dale, B.G.1
  • 18
    • 0002705824 scopus 로고
    • Breaking free from product marketing
    • Shostack, G L., ‘Breaking free from product marketing,’ J of Marketing 1987 (April) 133-139
    • (1987) J of Marketing , pp. 133-139
    • Shostack, G.L.1
  • 21
    • 84918705370 scopus 로고
    • Managing the intangibles of service quality
    • Clark, G., ‘Managing the intangibles of service quality’ Total Quality Management Magazine 1989 1 (2) 89-92
    • (1989) Total Quality Management Magazine , vol.1 , Issue.2 , pp. 89-92
    • Clark, G.1
  • 22
    • 84915853916 scopus 로고
    • Consumer subjectivity in selection and assessment of restaurants
    • Lewis, R C, Beggs, T J, Shaw, M and Croffoot, S A
    • Dhir, K S, and Chandrasekar, V., ‘Consumer subjectivity in selection and assessment of restaurants’ in Lewis, R C, Beggs, T J, Shaw, M and Croffoot, S A (eds) The Practice of Hospitality Management II AVI (1986)
    • (1986) The Practice of Hospitality Management II
    • Dhir, K.S.1    Chandrasekar, V.2
  • 23
    • 0024470334 scopus 로고
    • A repertory grid analysis of Austrias image as a summer vacation destination’
    • Embacher, J and Buttle, F., ‘A repertory grid analysis of Austria’s image as a summer vacation destination’ Journal of Travel Research 1989 27 (3) 3-7
    • (1989) Journal of Travel Research , vol.27 , Issue.3 , pp. 3-7
    • Embacher, J.1    Buttle, F.2
  • 24
    • 0024783460 scopus 로고
    • Tourism image: Attribute measurement of state tourism products using multidimensional scaling techniques
    • Gartner, W C., ‘Tourism image: Attribute measurement of state tourism products using multidimensional scaling techniques’ Journal of Travel Research 1989 27 (2) 16-20
    • (1989) Journal of Travel Research , vol.27 , Issue.2 , pp. 16-20
    • Gartner, W.C.1
  • 25
    • 84970092746 scopus 로고
    • Measuring service quality in the travel and tourism industry
    • Fick, G R, and Ritchie, J R B., ‘Measuring service quality in the travel and tourism industry’ Journal of Travel Research 1991 30 (2) 2-9
    • (1991) Journal of Travel Research , vol.30 , Issue.2 , pp. 2-9
    • Fick, G.R.1    Ritchie, J.R.B.2
  • 26
    • 80053082262 scopus 로고
    • Factors affecting customer evaluation of service quality in travel agencies: An investigation of customer perceptions
    • LeBlanc, G., ‘Factors affecting customer evaluation of service quality in travel agencies: An investigation of customer perceptions’ Journal of Travel Research 1992 30 (4) 10-16
    • (1992) Journal of Travel Research , vol.30 , Issue.4 , pp. 10-16
    • Leblanc, G.1
  • 27
    • 84953021221 scopus 로고
    • Analysing service quality in the hospitality industry using the SERVQUAL model
    • Saleh, F and Ryan, C., ‘Analysing service quality in the hospitality industry using the SERVQUAL model’ Service Industries Journal 1991 11 (3) 324-343
    • (1991) Service Industries Journal , vol.11 , Issue.3 , pp. 324-343
    • Saleh, F.1    Ryan, C.2
  • 28
    • 0001312089 scopus 로고
    • SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality
    • Parasuraman, A, Zeithaml, V A and Berry, L L., ‘SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality’ Journal of Retailing 1988 64 (1) 12-40
    • (1988) Journal of Retailing , vol.64 , Issue.1 , pp. 12-40
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 29
    • 0024821657 scopus 로고
    • Users perceptions of the relative importance of service quality dimensions in selected public recreation programs’
    • Crompton, J L and MacKay, K L., ‘Users’ perceptions of the relative importance of service quality dimensions in selected public recreation programs’ Leisure Sciences 1989 11 (4) 367-375
    • (1989) Leisure Sciences , vol.11 , Issue.4 , pp. 367-375
    • Crompton, J.L.1    Mackay, K.L.2
  • 30
    • 11544364021 scopus 로고
    • Management of service quality
    • Jones, P, Pitman, London
    • Moores, B., ‘Management of service quality’, in Jones, P (ed) Management in Service Industries Pitman, London (1989)
    • (1989) Management in Service Industries
    • Moores, B.1
  • 31
    • 84928830620 scopus 로고
    • Assessing the quality of the conference hotel service product: Towards an empirically based model
    • Oberoi, U and Hales, C., ‘Assessing the quality of the conference hotel service product: Towards an empirically based model’ Service Industries Journal 1990 10 (4) 700-721
    • (1990) Service Industries Journal , vol.10 , Issue.4 , pp. 700-721
    • Oberoi, U.1    Hales, C.2
  • 32
    • 0000114939 scopus 로고
    • Satisfaction measurement in guided tours
    • Geva, A, and Goldman, A., ‘Satisfaction measurement in guided tours’, Annals of Tourism Research 1991 18(2) 177-185
    • (1991) Annals of Tourism Research , vol.18 , Issue.2 , pp. 177-185
    • Geva, A.1    Goldman, A.2
  • 34
  • 35
    • 38249011283 scopus 로고
    • Client perceptions of hotels
    • Saleh, F and Ryan, C., ‘Client perceptions of hotels’ Tourism Management 1992 13 (2) 163-168
    • (1992) Tourism Management , vol.13 , Issue.2 , pp. 163-168
    • Saleh, F.1    Ryan, C.2
  • 36
    • 0001821799 scopus 로고
    • Group tour management: Does good service produce satisfied customers?
    • Whipple, T W. and Thach, S V., ‘Group tour management: Does good service produce satisfied customers?’ Journal of Travel Research 1988 27 (2) 16-21
    • (1988) Journal of Travel Research , vol.27 , Issue.2 , pp. 16-21
    • Whipple, T.W.1    Thach, S.V.2
  • 37
    • 0023509234 scopus 로고
    • Service attributes and situational effects on customer preferences for restaurant dining
    • June, L P and Smith, S L J., ‘Service attributes and situational effects on customer preferences for restaurant dining’ Journal of Travel Research 1987 26 (2) 20-27
    • (1987) Journal of Travel Research , vol.26 , Issue.2 , pp. 20-27
    • June, L.P.1    Smith, S.L.J.2
  • 38
    • 78049490119 scopus 로고
    • How to check the quality of customer service and raise the standard
    • Horovitz J., ‘How to check the quality of customer service and raise the standard’ International Managelnent 1987 42 (February) 34-35
    • (1987) International Managelnent , vol.42 , pp. 34-35
    • Horovitz, J.1
  • 39
    • 84918680999 scopus 로고
    • KLM strives for customer satisfaction
    • Van Borrendam, A., ‘KLM strives for customer satisfaction’ TQM Magazine 1989 1 (2) 105-109
    • (1989) TQM Magazine , vol.1 , Issue.2 , pp. 105-109
    • Van Borrendam, A.1
  • 40
    • 84918689854 scopus 로고
    • Putting people first-a company-wide approach to good service
    • Moores, B, Philip Allan, Oxford
    • Lane, C., ‘Putting people first-a company-wide approach to good service’ in Moores, B (ed) Are They Being Served Philip Allan, Oxford (1986) 50-53
    • (1986) Are they Being Served , pp. 50-53
    • Lane, C.1
  • 42
    • 84918683082 scopus 로고
    • The SAS approach to quality
    • Lilja, O., ‘The SAS approach to quality’ TQM Magazine 1989 1 (3) 173-176
    • (1989) TQM Magazine , vol.1 , Issue.3 , pp. 173-176
    • Lilja, O.1
  • 43
    • 0038932210 scopus 로고
    • British Airways jolts staff with a cultural revolution
    • Bruce, L., ‘British Airways jolts staff with a cultural revolution.’ Int Managelnent 1987 (March) 36-38
    • (1987) Int Managelnent , pp. 36-38
    • Bruce, L.1
  • 44
    • 84918706212 scopus 로고
    • Mapping out improvement
    • Davies, R J., “Mapping out improvement’ TQM Magazine 1992 4 (3) 181-183
    • (1992) TQM Magazine , vol.4 , Issue.3 , pp. 181-183
    • Davies, R.J.1
  • 46
    • 0001771029 scopus 로고
    • Quality control in a service business
    • Hostage, G M., “Quality control in a service business’ Harvard Business Review 1975 53 (4) 98-106
    • (1975) Harvard Business Review , vol.53 , Issue.4 , pp. 98-106
    • Hostage, G.M.1
  • 47
    • 33947243857 scopus 로고
    • Newer and better ways
    • Hirst, M., “Newer and better ways’ Managing Service Quality 1991 1 (5) 247-251
    • (1991) Managing Service Quality , vol.1 , Issue.5 , pp. 247-251
    • Hirst, M.1
  • 48
    • 0010848797 scopus 로고
    • Total quality management in the hospitality industry
    • Saunders, I W, and Graham, M A., ‘Total quality management in the hospitality industry’ Journal of Total Quality Management 1992 3 (3) 243-255
    • (1992) Journal of Total Quality Management , vol.3 , Issue.3 , pp. 243-255
    • Saunders, I.W.1    Graham, M.A.2
  • 49
    • 0346082875 scopus 로고
    • Quality control at Avant hotels-the debut of BS 5750
    • Callan, R J., “Quality control at Avant hotels-the debut of BS 5750’ Service Industries Journal 1992 12 (1) 17-33
    • (1992) Service Industries Journal , vol.12 , Issue.1 , pp. 17-33
    • Callan, R.J.1
  • 50
    • 84918659500 scopus 로고
    • Key in to visitor satisfaction
    • Mansfield, S., “Key in to visitor satisfaction’ Leisure Manager 1987 6 (3) 8-9
    • (1987) Leisure Manager , vol.6 , Issue.3 , pp. 8-9
    • Mansfield, S.1
  • 51
    • 84918690261 scopus 로고
    • Its a kind of magic’
    • Miller, B W., ‘It’s a kind of magic’ Managing Service Quality 1992 2 (4) 191-193
    • (1992) Managing Service Quality , vol.2 , Issue.4 , pp. 191-193
    • Miller, B.W.1
  • 52
    • 0026189416 scopus 로고
    • How Disneyland works
    • Stratton, B., ‘How Disneyland works’ Quality Progress 1991 24 (7) 17-30
    • (1991) Quality Progress , vol.24 , Issue.7 , pp. 17-30
    • Stratton, B.1
  • 53
    • 0642359333 scopus 로고
    • Quantifying quality in service industries
    • Asher, J., ‘Quantifying quality in service industries’ Total Quality Management 1990 1 (1) 89-94
    • (1990) Total Quality Management , vol.1 , Issue.1 , pp. 89-94
    • Asher, J.1
  • 54
    • 21144483135 scopus 로고
    • Total quality management: The USA and UK compared
    • Brockman, J., ‘Total quality management: The USA and UK compared’ Public Money and Management 1992 12 (4) 6-9
    • (1992) Public Money and Management , vol.12 , Issue.4 , pp. 6-9
    • Brockman, J.1
  • 58
    • 84954979130 scopus 로고
    • A framework for developing a quality strategy in a customer processing operation
    • Johnston, R., ‘A framework for developing a quality strategy in a customer processing operation’ International Journal of Qualit’s and Reliability Management 1987 4 (4) 37-46
    • (1987) International Journal of Qualit’s and Reliability Management , vol.4 , Issue.4 , pp. 37-46
    • Johnston, R.1
  • 59
    • 0023407953 scopus 로고
    • A framework for a service quality assurance system
    • King, C., ‘A framework for a service quality assurance system’ Quality Progress 1987 (September) 27-32
    • (1987) Quality Progress , pp. 27-32
    • King, C.1
  • 60
    • 84875930433 scopus 로고
    • Some basic problems of quality assurance in service industries
    • Kogure, M., “Some basic problems of quality assurance in service industries’ Total Quality Managen1ent 1992 3(1) 9-17
    • (1992) Total Quality Managen1ent , vol.3 , Issue.1 , pp. 9-17
    • Kogure, M.1
  • 61
    • 34547654964 scopus 로고
    • Variability and quality loss in services: Concepts and counter measures
    • Schvaneveldt, S. and Enkawa, T., “Variability and quality loss in services: Concepts and counter measures’ Total Quality Management 1992 3 (3) 233-241
    • (1992) Total Quality Management , vol.3 , Issue.3 , pp. 233-241
    • Schvaneveldt, S.1    Enkawa, T.2


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.