...Siham El‐Kafafi Purpose The purpose of this paper is to investigate the organizational change taking place within New Zealand water utilities as a result of implementing Total Quality Management (TQM) models (i.e. TQM experts’ teachings, ISO 9000 standards, and quality awards). Implementation...

...Frank Martin Aarts; Ed Vos The question that this study addresses is whether the shareholders of New Zealand firms benefit from the process of gaining ISO registration. Three major questions with regard to ISO registration within the New Zealand business context are raised. First, how do New...

...Bridgette Sullivan‐Taylor; Marie Wilson Studies various approaches used in total quality management (TQM) implementation in four mid to large service organizations in New Zealand. The research was conducted through a qualitative field study, using in‐depth interviews of in‐house trainers...

... domestic establishments. Backpacker accommodations which have recently undergone growth and upgrading. Other accommodations including farmhouse stays (to capture“rural New Zealand” first hand), small boutique hotels (as a contrast to the more anonymous larger hotels) and budget...