Development of quality management assessment and improvement tools and techniques appropriate to the tourism industry : a dissertation submitted in partial fulfilment of the requirements for the degree of Doctor of Philosophy in Tourism Management, Massey University, New Zealand

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Title

Development of quality management assessment and improvement tools and techniques appropriate to the tourism industry : a dissertation submitted in partial fulfilment of the requirements for the degree of Doctor of Philosophy in Tourism Management, Massey University, New Zealand

Content partner

Massey University

Collection

Massey Research Online

Description

The thesis researched the development and implementation of a quality measurement and improvement strategy based on a specified combination of two TQM tools - SERVQUAL and QFD. The strategy was successively trialled and refined in three Rotorua based tourist attractions and centred on the appropriateness or otherwise of applying such quality improvement techniques to the small business sector of the New Zealand tourism industry. The significance of the research is outlined in the introductory...

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Format

Research paper

Research format

Thesis

Thesis level

Doctoral

Date created

2006

Creator

Liu, Claire

URL

https://hdl.handle.net/10179/1844

Related subjects

TQM / Tourism management / Commerce, Management, Tourism and Services / Tourism

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