@article{MAKHILLJEAS20072312716,
    title = {Total Quality Management in Hotel Restaurants: A Case Study in Greece},
    journal = {Journal of Engineering and Applied Sciences},
    volume = {2},
    number = {3},
    pages = {564-571},
    year = {2007},
    issn = {1816-949x},
    doi = {jeasci.2007.564.571},
    url = {https://makhillpublications.co/view-article.php?issn=1816-949x&doi=jeasci.2007.564.571},
    author = {Chrysoula G. Lazari and},
    keywords = {Hotel restaurant,qualitative service,TQM,quality certification system,beverage departments},
    abstract = {This study investigates the implementation of Total Quality Management (TQM) in the food and beverage departments of hotels in Achaia in Greece. TQM is a complex process that begins with an assessment of the degree of customer satisfaction and then, based on the assessment`s conclusions, determines the products and the mode of operation so that they correspond to customers` wishes. Simultaneously, they are collated,  evaluated  and  the  results  dictate  the  corrective  measures  to  be  taken.  This  study  also  attempts to  determine  whether  quality  service  is  provided  and  it  reports  on  the  application  of  total  TQM  and Quality  Certification  Systems  in  the  food  and  beverage  departments  of  hotels  in  the  prefecture  of Achaia located in Greece.}
    }