Reviews the development of systems and techniques in the hospitality industry. Describes the transfer of quality management applications from the manufacturing sector to hospitality and discusses their further development to cope with the diverse, tangible/intangible product mix. Also deals with the repertoire of techniques which have grown up within the industry.
Johns, N. (1992), "Quality Management in the Hospitality Industry: Part 2. Applications, Systems and Techniques", International Journal of Contemporary Hospitality Management, Vol. 4 No. 4. https://doi.org/10.1108/09596119210018855
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