The efficacy dimensions of TQM and their relationship to the 4- to 5-star grading of guesthouses in the Western Cape
This study explores the implementation of Total Quality Management (TQM) in 4-to 5-star guesthouses in the Western Cape in order to enhance, inter alia, service quality levels and ultimately promote customer retention. The researcher followed a project management process to identify and implement tw...
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| Language: | en |
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2015
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| Online Access: | Prinsloo, Cherie (2014) The efficacy dimensions of TQM and their relationship to the 4- to 5-star grading of guesthouses in the Western Cape, University of South Africa, Pretoria, <http://hdl.handle.net/10500/18861> http://hdl.handle.net/10500/18861 |