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Total Quality Management (TQM) in Hospitality: An Interplay of Technology and Service Excellence
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Author(s): Varinder Singh Rana (City University, Ajman, UAE), Beenish Shameem (City University, Ajman, UAE)and Babeet Gupta (City University, Ajman, UAE)
Copyright: 2026
Pages: 14
Source title:
Marketing Strategies for Total Quality Management in Hospitality Excellence
Source Author(s)/Editor(s): Varinder Singh Rana (City University, Ajman, UAE), Babeet Gupta (City University, Ajman, UAE), Nittan Arora (CT Institute of Management and Technology, India)and Beenish Shameem (City University, Ajman, UAE)
DOI: 10.4018/979-8-3693-8608-8.ch014
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Abstract
Total Quality Management (TQM) serves as a cornerstone for delivering high-quality standards, customer satisfaction, and operational excellence in the highly competitive hospitality industry. TQM provides a comprehensive, customer-focused framework that emphasizes data-driven decision-making, continuous improvement, and proactive employee engagement. The rapid evolution of technology presents both challenges and opportunities for organizations striving to achieve exceptional service quality. This chapter examines the critical role of technology in advancing TQM practices to enhance the visitor experience
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