TY  - JOUR
AB  - 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.
VL  - 14
IS  - 6
SN  - 0265-671X
DO  - 10.1108/02656719710186209
UR  - https://doi.org/10.1108/02656719710186209
AU  - Min Hokey
AU  - Min Hyesung
PY  - 1997
Y1  - 1997/01/01
TI  - Benchmarking the quality of hotel services: managerial perspectives
T2  - International Journal of Quality & Reliability Management
PB  - MCB UP Ltd
SP  - 582
EP  - 597
Y2  - 2024/04/25
ER  -