Front and back‐stage strategies in service delivery in the hospitality industry: a conceptual framework
Ugur Yavas
(Professor of Marketing at East Tennessee State University, Johnson City, Tennessee.)
Mahmoud M. Yasin
(Associate Professor of Management at East Tennessee State University, Johnson City, Tennessee.)
Marwan Wafa
(Associate Professor of Management Science at University of Southern Indiana, Evansville, Indiana, USA.)
2734
Abstract
In today′s competitive environment, the question is no longer whether to have quality assurance programmes, but rather how to make these programmes work. With this in mind, presents a conceptual framework outlining the components of a quality assurance system in the lodging industry setting. Offers some practical recommendations and guidelines for implementation.
Keywords
Citation
Yavas, U., Yasin, M.M. and Wafa, M. (1995), "Front and back‐stage strategies in service delivery in the hospitality industry: a conceptual framework", Marketing Intelligence & Planning, Vol. 13 No. 11, pp. 22-26. https://doi.org/10.1108/02634509510102147
Publisher
:MCB UP Ltd
Copyright © 1995, MCB UP Limited