A Delphi survey on hotel service quality frameworks and their application
Date
2011
Authors
Wadawi, Joe Kibuye
Journal Title
Journal ISSN
Volume Title
Publisher
Revista de turism
Abstract
Hotels have become an important aspect of a destination. It is therefore necessary to carry out evaluation of various studies and underpinning concept of quality models used in creating and sustaining leading service culture in hotels. This paper seeks to evaluate some of these expert frameworks using literature survey as the main source of deriving various expert propositions. Findings from the literature survey were further evaluated by Delphi team discussions to help generate recommendations. The study established that managers of hotels need to recognize the scientific significance of service improvement in hotel operations as a requirement for building their own competitive advantage and that of the destination where they operate.
Description
Keywords
Destination competitiveness, Hotel operation, Service quality