Rj. Callan, QUALITY ASSURANCE CERTIFICATION FOR HOSPITALITY MARKETING, SALES AND CUSTOMER SERVICES, Service industries journal, 14(4), 1994, pp. 482-498
The article proposes that there is a need to extend quality assurance
schemes to encompass marketing and customer services. The hospitality
industry's involvement in the consideration of quality assurance schem
es is discussed and the degree to which they have been accepted. An ex
planation of the Marketing Quality Assurance Scheme (MQA) is presented
with detailed examples of the objectives to be met in assuring the qu
ality of marketing, sales plans and customer service. The study conclu
des that quality assurance schemes for services and marketing are esse
ntial for the hospitality industry, in order to guarantee the quality
of provision and to offer a bridge from quality assurance to the conce
pt of Total Quality Management.