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TEI of Athens eJournals

The Human Factor as a Mediator to the Total Quality in the Tourism Companies. The Impact of Employees’ Motivation to Quality Improvements

Christos Akrivos, Panagiotis Reklitis


The paper examines the motivation methods used by the hospitality enterprises and how employees perceive quality in their every day operation experience. The aim of the study is to explore the implications of employees’ motivation and job satisfaction to the service quality and quality improvements. The contribution is to reveal the specific tools of motivation that work effectively in the hospitality industry


Total quality, HRM, Employees motivation, Hotels, Tourism industry

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