Improving Service Quality in the Hospitality Industry
作者： Mahmoud M. Yasin , Ugur Yavas
关键词: Manufacturing 、 Business process reengineering 、 Marketing 、 Service quality 、 Benchmarking 、 Business 、 Root cause analysis 、 Hospitality industry 、 Quality (business) 、 Services marketing
摘要: Abstract To improve the quality of services delivered to customers, hotels can benefit from experiences manufacturing firms and employ process improvement philosophies/tools with proven track records in industries. This article presents a framework which integrates tools Root Cause Analysis (RCA), Benchmarking (BM), Reengineering (RE) Continuous Improvement (CI) within context Rapid Assessment Methodology (RAM). Application is illustrated potential benefits hotel derive implementation are discussed.
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