The challenges of implementing quality in the Irish hotel industry: a review

Mary Keating, Denis Harrington

Research output: Contribution to journalReview articlepeer-review

13 Citations (Scopus)


This paper reviews the literature on the implementation of quality programs in the Irish hotel industry. Through a review of the literature in service quality, empowerment, and strategy implementation, key issues that affect the achievement of quality are identified. Many quality programs fail from lack of commitment on the part of senior management, middle management, and frontline employees. Quality management is focused on involvement, communication, and teamwork; but studies show that the management of quality in contemporary hospitality organisations is lacking in these dimensions. The integrative nature of the European Foundation for Quality Management model for business excellence might provide a useful framework for quality implementation in Irish hotels, and it is concluded that further research should be conducted to consider the potential of such frameworks in an Irish context.

Original languageEnglish
Pages (from-to)303-315
Number of pages13
JournalManaging Service Quality: An International Journal
Issue number5
Publication statusPublished - 01 Oct 2002


  • Hotels
  • Implementation
  • Ireland
  • Middle management
  • Quality


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