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The role of benchmarking in achieving continuous service quality

The role of benchmarking in achieving continuous service quality Links the application of benchmarking to the hotel′s ability to achieve continuous quality improvements. Defines both the operating and service subsystems of the hotel and clearly indicates specific methods for quality improvement in each. Places emphasis on the role of upper management in the implementation of the benchmarking process, as well as the process reinforcing and supporting the organization′s strategic planning activities. Throughout, the benchmarking process focuses on the need to meet and exceed the expectations of the customer. Provides recommendations and practical guidelines to assist the hospitality executive in implementing a benchmarking programme which is both consistent with the customer‐oriented strategic plan, while also directly impacting on the hotel′s level of service quality and performance. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Contemporary Hospitality Management Emerald Publishing

The role of benchmarking in achieving continuous service quality

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References (8)

Publisher
Emerald Publishing
Copyright
Copyright © 1995 MCB UP Ltd. All rights reserved.
ISSN
0959-6119
DOI
10.1108/09596119510083238
Publisher site
See Article on Publisher Site

Abstract

Links the application of benchmarking to the hotel′s ability to achieve continuous quality improvements. Defines both the operating and service subsystems of the hotel and clearly indicates specific methods for quality improvement in each. Places emphasis on the role of upper management in the implementation of the benchmarking process, as well as the process reinforcing and supporting the organization′s strategic planning activities. Throughout, the benchmarking process focuses on the need to meet and exceed the expectations of the customer. Provides recommendations and practical guidelines to assist the hospitality executive in implementing a benchmarking programme which is both consistent with the customer‐oriented strategic plan, while also directly impacting on the hotel′s level of service quality and performance.

Journal

International Journal of Contemporary Hospitality ManagementEmerald Publishing

Published: Jul 1, 1995

Keywords: Benchmarking; Customer orientation; Hospitality industry; Hotel and catering; Kaizen; Operating systems; Quality assurance; Service quality

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