Assessment of technology gaps of tourist hotels in productive and service processes

Chen-Hsien Lin, Yung-Ho Chiu and Chin-Wei Huang

The Service Industries Journal, 2011, vol. 32, issue 14, 2329-2342

Abstract: This study evaluated technology gaps of productive and service processes of Taiwanese non-chain, franchised, and company-owned hotels by using a meta-frontier model to calculate the meta-technology ratio (MTR) that represents the technical difference between types. We further develop an approach, extending from the meta-frontier model, to analyze the influence of technology gaps on inefficiency. The empirical results show that the productive MTR of non-chain type is calculated as higher than chain type; the efficiency and MTR of franchised type are higher than company-owned type in both processes; and the inefficiency of non-chain hotels is primarily derived from relative operational performance.

Date: 2011
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DOI: 10.1080/02642069.2011.593170

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