Managing diversity in the hotel sector: the emergence of a service quality opportunity

G. Maxwell (G. Maxwell is a Senior Lecturer, at Glasgow Caledonian University, Glasgow, UK.)
M. McDougall (M. McDougall is a Professor at Glasgow Caledonian University, Glasgow, UK.)
S. Blair (S. Blair is a Research Officer, at Glasgow Caledonian University, Glasgow, UK.)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Publication date: 1 December 2000

Abstract

Interest in managing diversity has grown in recent years. From origins in the USA, and initial interest in the idea and ideals of managing diversity, the focus of current attention in managing diversity tends to be on its organisational implications and benefits. This article discusses the concept of managing diversity in relation to service quality, a critical goal and priority for all hospitality organisations. It examines the practicalities and potential of managing diversity. Reference is made to case study analyses of UK hotel chains which indicates that, in this sector, approaches to managing diversity are reasonably well developed and are closely linked to enhanced service quality.

Keywords

Citation

Maxwell, G., McDougall, M. and Blair, S. (2000), "Managing diversity in the hotel sector: the emergence of a service quality opportunity", Managing Service Quality: An International Journal, Vol. 10 No. 6, pp. 367-373. https://doi.org/10.1108/09604520010351176

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Publisher

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MCB UP Ltd

Copyright © 2000, MCB UP Limited

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