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This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/09596119410052071. When citing the article, please cite: Sally J. Messenger, Tony Atkins, (1994), “The Prudential Experience of Total Quality Management”, International Journal of Contemporary Hospitality Management, Vol. 6 Iss: 1/2, pp. 37 - 41.
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1994
