A DELPHI SURVEY ON HOTEL SERVICE QUALITY FRAMEWORKS AND THEIR APPLICATION

Joe Kibuye Wadawi
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Joe Kibuye Wadawi: Strathmore School of Tourism and Hospitality, Strathmore University, Nairobi, Kenya

Revista de turism - studii si cercetari in turism / Journal of tourism - studies and research in tourism, 2010, vol. 9, issue 9, 14-22

Abstract: Hotels have become an important aspect of a destination. It is therefore necessary to carry out evaluation of various studies and underpinning concept of quality models used in creating and sustaining leading service culture in hotels. This paper seeks to evaluate some of these expert frameworks using literature survey as the main source of deriving various expert propositions. Findings from the literature survey were further evaluated by Delphi team discussions to help generate recommendations. The study established that managers of hotels need to recognize the scientific significance of service improvement in hotel operations as a requirement for building their own competitive advantage and that of the destination where they operate.

Keywords: Destination competitiveness; Hotel operation; Service quality. (search for similar items in EconPapers)
Date: 2010
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Persistent link: https://EconPapers.repec.org/RePEc:scm:rdtusv:v:9:y:2010:i:9:p:14-22

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