Hotel Service Quality and Business Performance in five hotels belonging to a UK Hotel Chain

摘要: The study focuses on the nature of hotel service quality and performance in a UK Hotel chain. It examines managerial conceptualisations, implementation measurement contextual issues that affect decision-making. Although managers acknowledge importance monitoring, their efforts are impeded by flaws constraints. results reveal as lack policy quality, non-implementation action plans biased reward schemes. constraints identified competition, budgetary, staff turnover rewards. this seems to suggest sacrificed at altar profits senior appear hope for but financial performance. also identify significant gap literature consequent paucity knowledge regarding use guarantees strategy hotels. is concluded leaders should take responsibility delivery business 1 Murasiranwa et al.: Service Quality Business Performance Published ScholarWorks@UMass Amherst, 2010 Background Research concept has emerged major strategic theme services marketing research (Parasuraman al., 1988; Harrington Akehurst, 1996, Antony 2004). Since its inception late 1970s philosophy been subject many conceptual empirical studies (Harrington 1996; Parasuraman 1985; 1988). industry experiencing increased competitive pressures consequence combined effect worldwide economic recession, technological advancement globalisation 2000). intense environment modified ethos promoted adopting ethic. This development triggered considerable increase management recognition aspects have greatest differentiation potential achieving sustainable advantages 1996:2000 Morgan Piercy, Ekinci Riley, 2001). become an important topic because perceived relationship costs (Crosby, 1984), profitability (Buzzel Gale, 1987), customer satisfaction (Bolton Drew, 1991), retention positive word mouth (Reichheld Sasser, 1990) Furthermore, increasingly more knowledgeable discerning guests eager than ever before switch allegiance those companies providers continuously improving products (Johns, 1999, O’Neill, 2 International CHRIE Conference-Refereed Track, Event 11 [2010] http://scholarworks.umass.edu/refereed/CHRIE_2010/Wednesday/11 As result pressures, fundamental organisational survival. provides impetus justification current investments improvement initiatives (O’Neill, Thus, widely viewed driver (Buttle, 1996). Indeed, believed replaced price determining factor consumer choice In respect managing dynamic regarded comprehensive approach way running (Rajagopal et. al, 1995). support views Malcolm Baldridge National Award (1994) states driven key issue must be integral part overall planning. linking relating strategy, had previously addressed separate concerns There suggestion reviewed until mid 1990s not concerned with quality; conversely lacked dimension (Powel, Thus practice remain unclear under examined while existing rigour theoretical thus area extension (Powell, 1995; Pruett Thomas, Industry commentators emphasised examining perceptions organisation (Clark, Tynan Money, 1994, Zairi 1994). supported Kerfoot Knights (1995) premise pursuit recent years can search advantage through strategies. 3 However, reports writers reluctant failed address challenges associated particularly harsh conditions uncertainty (Wilkinson, 1992; Monks, Rust Oliver, 1994; Sinnott Buckley, Oliver (1994, p.13) theory management, ‘managing requires developing better understanding how works capitalising underlying trends create new areas emphasis’ Similarly, Wilkinson Wilmott noted few actual meaning or reflect upon practical social significance. there reported concern role middle level (hotel unit) consensus unit influence success failure (Olian Rynes, 1991; Nebel Schaffer, critical implementers paramount today’s highly (Clark 1994) therefore, intention authors aforementioned disparity definition, ethos. develop deep rich highlight managers’ perspective significance hotel’s competitiveness. 4 “gap” between what professionals conceptualise they terms first work makes contributions knowledge.