Self assessment as a gate to performance improvement: A study on hospitality management in Turkey
Küçük Resim Yok
Tarih
2011
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
Elsevier Science Bv
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
In 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 Conference
Açıklama
7th International Strategic Management Conference -- JUN 30-JUL 02, 2011 -- Paris, FRANCE
Anahtar Kelimeler
Tourism, hospitality management, hotel, total quality, EFQM, Istanbul
Kaynak
Proceedings Of 7th International Strategic Management Conference
WoS Q Değeri
N/A
Scopus Q Değeri
N/A
Cilt
24
