Incongruent quality management perceptions between Malaysian hotel managers and employees

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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...

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Bibliographic Details
Published in:	TQM Journal
Main Author:	Sumarjan N.; Arendt S.W.; Shelley M.
Format:	Article
Language:	English
Published:	2013
Online Access:	https://www.scopus.com/inward/record.uri?eid=2-s2.0-84874163134&doi=10.1108%2f17542731311299573&partnerID=40&md5=2da809c71ab0ae5fc900dc7d54917eea

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