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Dynamic benchmarking of hotel service quality

Dynamic benchmarking of hotel service quality Total customer satisfaction is one of the most important strategic weapons of best-practice hotel organizations. However, hotel organizations cannot achieve total customer satisfaction without gaining the knowledge of a hotel's competitive position in the changing marketplace and realizing the opportunity of continuous service improvement. With this in mind, this paper develops a set of service benchmarks that help hotel managers monitor their service delivery process, identify performance gaps, and take corrective action. In particular, we propose dynamic benchmarking based on the analytic hierarchy process (AHP) that goes beyond traditional service performance measures. Based on the longitudinal surveys of customers who have stayed at first-class hotels in Korea, this paper illustrates the usefulness of dynamic benchmarking for continuous service improvement. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Services Marketing Emerald Publishing

Dynamic benchmarking of hotel service quality

Journal of Services Marketing , Volume 16 (4): 20 – Jul 1, 2002

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Publisher
Emerald Publishing
Copyright
Copyright © 2002 MCB UP Ltd. All rights reserved.
ISSN
0887-6045
DOI
10.1108/08876040210433211
Publisher site
See Article on Publisher Site

Abstract

Total customer satisfaction is one of the most important strategic weapons of best-practice hotel organizations. However, hotel organizations cannot achieve total customer satisfaction without gaining the knowledge of a hotel's competitive position in the changing marketplace and realizing the opportunity of continuous service improvement. With this in mind, this paper develops a set of service benchmarks that help hotel managers monitor their service delivery process, identify performance gaps, and take corrective action. In particular, we propose dynamic benchmarking based on the analytic hierarchy process (AHP) that goes beyond traditional service performance measures. Based on the longitudinal surveys of customers who have stayed at first-class hotels in Korea, this paper illustrates the usefulness of dynamic benchmarking for continuous service improvement.

Journal

Journal of Services MarketingEmerald Publishing

Published: Jul 1, 2002

Keywords: Analytical hierarchy process; Hotels; Service quality

References

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