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A DELPHI SURVEY ON HOTEL SERVICE QUALITY FRAMEWORKS AND THEIR APPLICATION

Revista de Turism - Studiisicercetari in Turism

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Title A DELPHI SURVEY ON HOTEL SERVICE QUALITY FRAMEWORKS AND THEIR APPLICATION
 
Creator WADAWI, Joe Kibuye; Strathmore School of Tourism and Hospitality, Strathmore University, Nairobi, Kenya
 
Subject Destination competitiveness; Hotel operation; Service quality
 
Description 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.
 
Publisher Editura Universitatii Stefan cel Mare din Suceava
 
Date 2010-06-20
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
 
Format application/pdf
 
Identifier http://revistadeturism.ro/rdt/article/view/87
 
Source Revista de turism - studii si cercetari in turism; No 9 (2010); 14-22
Revista de turism - studii si cercetari in turism; No 9 (2010); 14-22
 
Language eng
 
Relation http://revistadeturism.ro/rdt/article/view/87/93
 
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