Incongruent quality management perceptions between Malaysian hotel managers and employees
Purpose - Using the Malcolm Baldrige National Quality Award (MBNQA) criteria, the purpose of this study is to compare perceptions of Malaysian hotel quality managers (HQMs) and employees on leadership and workforce practices. Design/methodology/approach - A mixed methods approach was used. Questionn...
| Published in: | TQM Journal |
|---|---|
| Main Author: | |
| Format: | Article |
| Language: | English |
| Published: |
2013
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| Online Access: | https://www.scopus.com/inward/record.uri?eid=2-s2.0-84874163134&doi=10.1108%2f17542731311299573&partnerID=40&md5=2da809c71ab0ae5fc900dc7d54917eea |