Quality issues in nine New Zealand hotels: a research study

Based on a strong interest in the academic and practical aspects of the quality movement, a case study research of nine hotels in Wellington was undertaken, focusing on restaurant managers and front‐line staff. Reports that a number of findings with practical relevance emerged, on which recommendations have been based. These deal with: what quality means in practice; quality and servitude; shared perceptions of quality; empowering for quality; recruiting for quality; part‐time versus full‐time employees; quality programmes other than TQM; quality within a wider context; and positive attitudes to complaints.