Plagiarism Scan Report

Summary
Report Genrated Date 15 Feb, 2018
Plagiarism Status 100% Unique
Total Words 763
Total Characters 5137
Any Ignore Url Used

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Content Checked For Plagiarism:

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Providing quality service in satis ying clients’ is the main concern being projected and
emphasized by industries to perpetually stay in the market competition and meeting the
vast changing needs o customers. Hence, dissatis action most likely will occur when

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pre erences, needs and requirements o customers are not meet. How to sustainably
maintain the satis action o customers is one o the contemporary challenges in the
service industry. Excellent service and customer satis action are deliberately issues or a

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competitive distinction and customer retention. Consequently, literatures converses major
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areas in the past years that practitioners and academic researchers must be considered
and these pertains to the issues o quality service and customer satis action. Accordingly,
satis action and quality service concepts as likely projected in Total Quality Management
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thoughts have enormously contributed o retaining customer loyalty, pro itability, and
satis action (Mohsen, 2009). Moreover, hospitality and tourism industry as a service
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provider must arduously attain quality endeavour.

Total Quality Management is a thing that usually organizations rationally comprehend
about o applying to maintain its market status and even surpass to the competition. The
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concept abides sets o quali ication standards that ocus on customer and quality service
delivery that signi icantly provide result o excellent service and quality organizational
per ormance. Applying the concepts o Total Quality Management is somewhat giving li e
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to a new- angled baby which undertakes major changes rom the old perspective to a
news ways o ideas towards per ection. Costly to consider and many are to be sacri iced
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but it will give a picture-per ect o an anticipated, enterprising and sustainable

organization that will cater a wide range o opportunities or economic stability o the
community and the county as a whole.
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In hospitality industry, Total Quality Management (TQM) is a collaborative process that

encourages all employees to work as key players in order to establish an expected guest
service and to determine the best way to meet or exceed these expectations. A success ul
organization employs leadership, management, and control that will generate a motivating
work environment that will be experienced by the guest and receive during their visit and
stay on the hotel. (Hayes, Ninemeier and Miller, 2011). Moreover, a study conducted by
Kapiki (2012) indicated that hospitality industry stakeholders perceived quality service in a
hotel in terms o the value o money, a com ortable room, riendly sta f and tasty ood,
which are considered as part o the process o the industry. However, on the study o
Sudin (2011) on Service Quality and Customer Satis action concluded that managers o
hotel industry calculated satis action in terms o services provided. There are actors
identi ied in the indings as considered uture o hotel industry that includes satis ying
guest, guest relation and its in luence to word o mouth advertising (Hayes, Ninemeier and
Miller, 2011).Additionally, they recommended to ocus on quality service, relation o
existing guests by giving exceptional service, continuous quality attainment, constant
training, and endowing service oriented sta f in achieving or excellence and pro itability.
Furthermore, to surpass beyond customer expectancy, organizations must be mind ul o
all service attributes that contribute to customer value that lead to its satis action and
loyalty. (Evan and Lindsay, 2010).
This paper o critical analysis will ocus on direly giving the comprehensive outlook and
perspective o the proponent based on his thorough understanding that objectively ocus
on identi ying and explaining the argument and indings o the researchers. Hence,
literature proved that even authors, pro essors, and experienced policy makers are highly
quali ied; they are still advancing their indings and arguments by providing evidences
based on acts with an aim o persuading readers to believe that their indings are true,
and not just by merely presenting acts. The proponent divided his point o view into two

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that includes the strong point o the study which comprises the process o accumulating
data and obtaining result o the study as well as the point o re erence on the

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encouragement o conducing the endeavour; secondly, on the critical part o discussing
the observation o the proponent which may tackle some negative observations which may
be a ground or instrument or urther conduct o research which may contribute to the

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body o knowledge specially in the pursuit o quality management and applying Total
Quality Management in the tourism and hospitality industry. To give justice on the point o
analysis and argumentation o the proponent he will be citing some relevant literature and

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studies or such substantial points o argument will be given emphasis. This is also in
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avoidance o purely presenting summary o the indings and understanding o the
research being analysed, rather a concise analysis that ocuses on the crucial point o the
study.
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