-
Title
-
Business Excellence Models and External Stakeholders Influencing the
Late Adoption of Quality Management Systems in Zimbabwe Hotel
Industry
-
Creator
-
Mwenje, Judy
-
Basera, Vitalis
-
Abstract
-
The main objective of this paper was to determine business excellences and stakeholders influencing the late
adoption of quality management systems in Zimbabwe hotel industry and suggest recommendation that
encourages adoption of quality management systems. The study followed a multi case study approach, with 9
hotels from Harare chosen purposively to represent the hotel industry in Zimbabwe. In-depth interviews and focus
group discussions were used to get data from hotel managers, key stakeholders and staff members. Directed
content analysis was used to analyse data. The results revealed that hotels in Zimbabwe do not follow
internationally recognised business excellence models. Five key external stakeholders – banks, Zimbabwe
Tourism Authority, Tourism Business Council of Zimbabwe, Hospitality Association of Zimbabwe, tourists and
Standard Association of Zimbabwe were identified to be influencing adoption of quality management systems in
the hotel industry. The study recommended for the establishment of local business excellence models that are
specific to hotels in Zimbabwe and for the government to avail accessible revolving bank loans for the hotels to
invest towards quality management systems. The determination of the external stakeholders influencing late
adoption of quality management systems in the hotel industry and use of business excellence models will help
improve the adoption of QMSs under Zimbabwe's National Development Strategy 1 (NDS) to realise Vision 2030
"Towards a Prosperous and Empowered Upper Middle-Income Society".
-
Date
-
December 2021
-
Source
-
African Journal of Hospitality, Tourism and Leisur
-
volume
-
10
-
issue
-
6
-
pages
-
1848-1866
-
issn
-
2223-814X
