Barriers to Implementing Quality Management in Hong Kong’s Hotels

Abstract

Quality is acquiring a new meaning both in the manufacturing and service sectors. The push for quality has been driven by technological innovations. In turn, better communication systems have resulted in the rapid diffusion of innovations and the increasing homogenization of customer needs world-wide and have spawned a global lifestyle, especially in urban areas. These developments have raised consumer expectations for ever faster, better service, and higher levels of product quality at lower cost. Furthermore, in industry after industry, power is shifting from sellers to buyers, because the latter have easy access to information and more choices in that there are more enterprises competing across borders for the favor of the consumer.