ABSTRACT

This chapter defines the customer within the wider context of the hospitality industry. It reviews all the principles and philosophies of scientific management, management by objective (MBO), reengineering, the elements of the excellence movement, and total quality management (TQM). The chapter identifies contingency, systems, and chaos management theories and illustrates the development, strengths, and weaknesses of different concepts of management. Contemporary theories of management attempt to account for and interpret the rapidly changing nature of the business organization and business environment in today's world. The chapter also reviews information about W. Edward Deming's 14 quality principles to hospitality management. The main aim of Deming's philosophy is empowerment of the individual. Finally, the chapter applies a basic knowledge of the principles of change. The most powerful tool for reducing resistance to change is a positive attitude toward the change and the anticipated outcome of the change by the manager.