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Journal of Social, Management and Tourism Letter

JSMTL 2022, 8 pages - Article ID: JSMTL-2205132112780



Implication of Total Quality Management (TQM) to Innovate, Manage Change and Enhancing Customer Satisfaction: A Qualitative Study

Authors

Duglas Fernandes A/L R A Fernandez


Riviera University, 2405 Rte Des Dolines, 06560 Valbonne, France
ABSTRACT

The new and challenging global business climate has brought a "new thinking" to industries and calls for innovative methods of operations. "Innovate or evaporate" has become a catch phrase. Critically thinking of customers’ satisfaction and being open to managing change are so rampant in the new world and technologically driven customer base. The main purpose of this study is to provide a better insight into Total Quality Management (TQM) toward customers’ satisfaction and to elucidate the other sub-components of this approach.

Total Quality Management; Management Of Change; Customer Satisfaction; Innovative.
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