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Bergstrom Hotels: a case study in quality

Deborah Breiter (Assistant Professor in the Hospitality and Tourism Services Program at New Mexico University in Las Cruces, New Mexico, USA.)
Stephen A. Tyink (Director of Human Resources and Quality at Bergstrom Hotels in Neenah, Wisconsin, USA.)
Susan Corey‐Tuckwell (Director of Quality & Training at the Hotel Del Coronado in Coronado, California, USA.)

International Journal of Contemporary Hospitality Management

ISSN: 0959-6119

Article publication date: 1 November 1995

3928

Abstract

Total quality management in hotels is becoming more commonplace. But the meaning of total quality management (TQM) is often misunderstood. Presents an overview of TQM and a case study of quality processes in a US hotel company. Bergstrom Hotels of Wisconsin has been practising quality principles since 1989. What started out as a “quality commitment” has evolved into “continuous improvement”. Explains a variety of the tools used by Bergstrom, including the team process, data‐based decision making, and human resource support systems.

Keywords

Citation

Breiter, D., Tyink, S.A. and Corey‐Tuckwell, S. (1995), "Bergstrom Hotels: a case study in quality", International Journal of Contemporary Hospitality Management, Vol. 7 No. 6, pp. 14-18. https://doi.org/10.1108/09596119510095343

Publisher

:

MCB UP Ltd

Copyright © 1995, MCB UP Limited

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