RESEARCH NOTE: AN INVESTIGATION INTO MAINTAINING QUALITY CULTURE IN FOUR- AND FIVE-STAR HOTELS IN THE SOUTH-AGEAN COAST, TURKEY

Abstract

This study investigates how four- and five-star hotels in the South-Aegean region develop and maintain quality culture. After reviewing previous research on developing and maintaining quality culture in organizations, data were collected via a questionnaire from 31 hotels and analyzed by using correlation and multiregression statistical techniques. The findings of the study indicate that the success of developing and maintaining a quality culture in a hotel depends very much on the existing culture of the hotel and the ability of the management team. It is therefore essential for hotel organizations to possess universal quality culture values and have a professional management team if they are to compete and prosper. Following the total quality management approach can help hotel groups to create and implement these values. However, organizational culture should have appropriate components for a successful total quality management implementation.