Improving Service Quality in the Hospitality Industry: A Framework
Document Type
Article
Publication Date
1-1-2001
Description
To improve the quality of services delivered to customers, hotels can benefit from the experiences of manufacturing firms and employ quality and process improvement philosophies/tools with proven track records in the manufacturing industries. This article presents a framework which integrates the tools of Root Cause Analysis (RCA), Benchmarking (BM), Reengineering (RE) and Continuous Improvement (CI) within the context of a Rapid Assessment Methodology (RAM). Application of the framework is illustrated and the potential benefits a hotel can derive from the implementation of the framework are discussed.
Citation Information
Yasin, Mahmoud M.; and Yavas, Ugur. 2001. Improving Service Quality in the Hospitality Industry: A Framework. Journal of Hospitality and Leisure Marketing. Vol.7(4). 33-44. https://doi.org/10.1300/J150v07n04_04 ISSN: 1050-7051