Benchmarking the quality of hotel services: managerial perspectives

Hokey Min (Department of Marketing & Transportation, College of Business, Auburn University, Auburn, USA)
Hyesung Min (Department of Hotel Management, Sejong University, Seoul, Korea)

International Journal of Quality & Reliability Management

ISSN: 0265-671X

Publication date: 1 August 1997


With escalating competition in the hotel industry, a growing number of hotels have considered service quality their top priority in maintaining competitiveness. To maintain competitiveness, the hotel management often needs to develop reliable service quality standards. Perhaps one of the best ways of developing such standards is to compare the hotel’s service performance with that of the service leader and reassess its service performance continuously through competitive benchmarking. In an effort to establish practical guidelines for competitive benchmarking, proposes the use of an analytic hierarchy process and a competitive gap analysis. These methods can help the hotel manager formulate viable service improvement strategies in the increasingly competitive hotel industry. Illustrates the usefulness of the proposed benchmarking methodology using the case of Korean luxury hotels.



Min, H. and Min, H. (1997), "Benchmarking the quality of hotel services: managerial perspectives", International Journal of Quality & Reliability Management, Vol. 14 No. 6, pp. 582-597.

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Copyright © 1997, MCB UP Limited

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