Abstract
Any organization aims at the Customer' satisfaction by meeting their needs through providing services (products) and fulfilling their desires. Quality is the basis in the Customer's selection a certain service. It is important to take into consideration how the Customer judges the high from the low quality. so, the customer is the main element in any organization. Total Quality Management (TQM) is important for tourism organizations to improve the quality in Tourism sector; in addition to help them improve their management and increase employees' productivity. The purposes of this research are: to Determine the level of total quality management in Egyptian tourism firms, to define the elements of total quality, measuring the extent of its application in Egyptian tourism firms and to examine the relationships between the dimensions of total quality management and performance during crises.The study used the descriptive method to collect data to test research purposes. The collection of data was mainly based on questionnaire.The results showed that continuous improvement and work teams during crisis are not present in the tourism firm as there is a lack of interaction with the changing and renewed needs of the Customer. Management is not convinced of continuing improvements in the services provided to Customer.
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