COMMENTS

  1. Bergstrom Hotels: a case study in quality

    Presents an overview of TQM and a case study of quality processes in a US hotel company. Bergstrom Hotels of Wisconsin has been practising quality principles since 1989. What started out as a "quality commitment" has evolved into "continuous improvement". Explains a variety of the tools used by Bergstrom, including the team process ...

  2. (PDF) An Examination of Quality Management in Luxury Hotels

    An Examination. of Quality Management in Luxury Hotels. Ismail Sila. Maling Ebrahimpour. ABSTRACT. The purpose of this case study was to analyze and compare. the total quality management (TQM ...

  3. How the world's best hotels deliver customer experience

    Luxury hospitality begins with a signature property, but a well-situated, beautifully designed hotel is only a start. Stellar service, driven by devoted hotel staff, is what makes a great property come alive. As one general manager (GM) of a luxury hotel told us in an interview, "Our facility is our stage, and guests are paying for a performance."

  4. Hotel Service Quality: The Impact of Service Quality on Customer

    Hotel's service q uality is the service providing to. guest expectations and almost all hotels are able to gain. customers satisfaction through providing a high q uality of. services (Top & Ali ...

  5. PDF Service Quality and Hotel Customer Satisfaction: a Case Study From

    To estimate the relative importance of each independent variable in determining the value of the dependent variable, we produced the beta coefficients. The regression equation is, (table 4): = −0.219 + 0.026 1 + 0.012 2 + 0.236 3 + 0.505 4 + 0.263 5where; = value of tangible,

  6. AccorHotels' digital transformation: A strategic response to

    The case study examines recent aviation safety concerns at Boeing, focusing on manufacturing issues, leadership decisions and regulatory oversight. It traces Boeing's trajectory since the McDonnell Douglas merger in 1997, highlighting the changes in the engineering culture and outsourcing strategy that affected the production quality of the ...

  7. Service Quality And Customer Satisfaction At International Hotels In

    According to Wilkins et al. research, service quality in hotels consist of a few prime categories which are service experience, tangible product and the ... & Amer, H. (2016). Backpackers Expectation and Satisfaction towards Budget Hotel: a Case Study in Penang. Journal of Tourism, Culture and Territorial Development, 7(14), 168-180. Asubonteng ...

  8. CASE Study Analysis 1

    CASE STUDY ANALYSIS SERVICE QUALITY AT THE EXCELLENT HOTEL. INSTRUCTIONS: (30 pts) Read and understand the case and make your own analysis. The facts are given. All you need is to supply the needed information by answering what is being asked in the given situation. FACTS:

  9. Case Study: LUX *: Staging a Service Revolution in a Resort Chain

    Its brand. CASE. 19 19. LUX* was a successful hospitality group operating in the Indian Ocean as well as other locations. In its previous incarnation, the company suffered from poor financial ...

  10. Evaluating service quality in a UK hotel chain: a case study

    This paper briefly explores the relation between service quality and business performance followed by an assessment of service quality as a framework. The case study focuses on a hotel group in UK, where service quality was measured at six different locations. The findings from the research unveiled that there were significant variations for ...

  11. Service Quality and Customer Satisfaction in Hilton Hotel : Case Study

    TASK 1 RESEARCH PROPOSALTo identify the impact of service quality on customer satisfaction in hospitality industry:A case study on Hilton Hotel1.1 Background of studyService quality has an important role in hospitality sector and each and every ventureworking in this sector has to deal with it. The concept of service quality has been boosted ...

  12. PDF case study Hilton Hotel Worldwide: A case study exploring ...

    case study By Antonia Noonan and Caddie Putnam Rankin Antonia Noonan and Caddie Putnam Rankin both affliated with Uni-versity of Maryland Eastern Shore. Introduction Case Dilemma As a hospitality student, your interest in the industry led you to purchase Hilton Hotel Worldwide (HHW) stock. You are a proud HHW shareholder.

  13. Case Studies: Successful AI Implementations in Hotels

    Jan 16, 2024. --. 1. In the ever-evolving hospitality industry, Artificial Intelligence (AI) is not just a buzzword but a game-changer. AI technologies have revolutionized how hoteliers improve ...

  14. The service-quality audit: A hotel case study

    The present research explored the ways in which hotel General Managers use feedback from consumers (namely online), experts, and internal sources to improve service quality. A combination of a quantitative survey and qualitative interviews were utilized. The study targeted General Managers of upscale hotels.

  15. Hotel Case Studies

    The sales strategy that led two hotels to profit in the middle of a pandemic. By Paris Sklavos • Hotel Case Studies. The 2020s started with a major blow to the tourism and hospitality industry worldwide, with the COVID-19 pandemic causing a widespread social and economic upheaval. Many hoteliers found themselves "shocked" ….

  16. The Service-Quality Audit: A Hotel Case Study

    Abstract. Hotel companies have tried to implement service-quality-improvement programs with varying degrees of success. Far from being a fad, quality improvement by any name is an essential and continuous management responsibility. Although it is not possible to measure every aspect of the service encounter, most steps can be quantified and ...

  17. Model of Quality Management Systems adoption in the hotel industry: A

    The article is the construction of a model of quality management system (QMS) adoption in the hotel industry grounded on a case study of multiple hotels in Zimbabwe. QMSs in the hotel industry are adopted to guarantee that certain levels of quality required by customers are achieved. Achievement of certain levels of quality can result in better customer satisfaction, which is important to ...

  18. Exploring the Relationship Between Hotel Classification ...

    The purpose of this case study, therefore, is to study the relationship between the hotel classification system and service quality in the context of the Indian hotel industry. Hotel Service Quality The hotel service quality is the result of the expectation of management, its employees, and the customers it serves (Reid & Bojanic, 2017 ).

  19. An Examination of Quality Management in Luxury Hotels

    Abstract. The purpose of this case study was to analyze and compare the total quality management (TQM) practices of three luxury hotels. Leadership, guest and market focus, and information and analysis emerged as the three most significant TQM factors successfully implemented in these three hotels.

  20. Measuring service quality in Macau luxury hotels using the QFD method

    This study applied the quality function deployment (QFD) method to empirical data collected from 280 Macau customers at three hotels, four Macau hospitality managers, and one academic expert. The resulting customer requirement weights and improvement priorities can be used by hotel administrators to assess their current service offerings and to ...

  21. Sustainability Practices in Hospitality: Case Study of a Luxury Hotel

    The agenda of researchers and practitioners in the tourism industry has focused on the demand for sustainable practices. Luxury hotels have also followed this trend, although studies are still limited. The aim of this study is to understand what environmental and social sustainability practices luxury hotels are adopting and how their management perceive the benefits and results from their ...

  22. BIZ201

    Business document from George Brown College Canada, 11 pages, BIZ201 - Accounting for Decision Making Case Study Part B Crystal Hotel Pty Ltd Lecturer: Minhaz Ahmed Student Name: Marketa Vrbatova Student Number: 00274584T Student Name: Felipe Navarrete Student Number: 00170354 T Student Name: Natalia Pascagaza Stude

  23. Quality issues in nine New Zealand hotels: a research study

    Based on a strong interest in the academic and practical aspects of the quality movement, a case study research of nine hotels in Wellington was undertaken, focusing on restaurant managers and front‐line staff. Reports that a number of findings with practical relevance emerged, on which recommendations have been based.

  24. Total quality management in a luxury hotel: A critique of practice

    A case study of a microstate hotel. Tourism Management 15(1), 46-52. Bank, J. (1992) The Essence of Total Quality Management, Prentice Hall, Hemel Hempstead. Boella, M. J. (1988) Human Resource Management in the Hotel and Catering Industry, 4th edn, Stanley Thornes, Cheltenham, U.K. Burawoy, M. (1985) The Politics'of Production, Verso, London.