Sozuer, Aytug2024-03-132024-03-1320111877-0428https://doi.org/10.1016/j.sbspro.2011.09.060https://hdl.handle.net/20.500.12662/33297th International Strategic Management Conference -- JUN 30-JUL 02, 2011 -- Paris, FRANCEIn order to improve Turkey's market share in world tourism, organizations of the sector should develop means for the supplied quality and competitiveness. This study surveyed four-star city hotels in Istanbul and found areas of improvement. The survey tool is based on o widely recognized self assessment form, i.e., the European Foundation for Quality Management (EFQM) Excellence Model and applied to eight hotels as a multiple-case studies design. In general, findings demonstrate that, while hotels are managing customer related processes properly, there appears a big gap between the current approaches and the Model's leadership, strategy, and people criteria. (C) 2011 Published by Elsevier Ltd. Selection and/or peer-review under responsibility 7th International Strategic Management Conferenceeninfo:eu-repo/semantics/openAccessTourismhospitality managementhoteltotal qualityEFQMIstanbulConference Object10.1016/j.sbspro.2011.09.0602-s2.0-81055139786N/A24WOS:000299617400092N/A