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

Simple item page
dc.contributor.authorMurasiranwa, Emmanuel T
dc.contributor.authorNield, Kevin
dc.contributor.authorBall, Stephen
dc.contributor.departmentSheffield Hallam University
dc.contributor.departmentSheffield Hallam University
dc.contributor.departmentSheffield Hallam University
dc.coverage.temporal2010-07-28T17:30:00-07:00
dc.coverage.temporal2010-07-28T16:30:00-07:00
dc.date2023-09-22T20:41:11.000
dc.date.accessioned2024-04-26T20:12:48Z
dc.date.available2024-04-26T20:12:48Z
dc.date.issued2010-07-28
dc.description.abstractTitle Hotel Service Quality and Business Performance in five hotels belonging to a UK Hotel Chain Abstract The study focuses on the nature of hotel service quality and performance in a UK Hotel chain. It examines managerial conceptualisations, implementation and measurement and contextual issues that affect decision-making. Although managers acknowledge the importance of service quality and performance monitoring, their efforts are impeded by flaws in implementation and contextual constraints. The results reveal the flaws as lack of policy on quality, non-implementation of action plans and biased reward schemes. The contextual constraints are identified as competition, budgetary, staff turnover and biased rewards. The results in this study seems to suggest that service and quality are sacrificed at the altar of profits as senior managers appear to hope for quality but reward financial performance. The results also identify a significant gap in UK literature and a consequent paucity in knowledge regarding the use of service guarantees as service quality strategy in hotels. It is concluded that hotel leaders should take responsibility for delivery on service quality and business performance.
dc.identifier.urihttps://hdl.handle.net/20.500.14394/42479
dc.relation.urlhttps://scholarworks.umass.edu/cgi/viewcontent.cgi?article=1435&context=refereed&unstamped=1
dc.source.statuspublished
dc.subjectLodging Operations Services Management and Marketing Tourism
dc.subjectHotel Service Quality; Business Performance
dc.titleHotel Service Quality and Business Performance in five hotels belonging to a UK Hotel Chain
dc.title.alternativeHotel Service Quality and Business Performance
dc.typepap_emp
dc.typeevent
digcom.contributor.authorisAuthorOfPublication|email:et.murasi@yahoo.com|institution:Sheffield Hallam University|Murasiranwa, Emmanuel T
digcom.contributor.authorisAuthorOfPublication|email:k.nield@shu.ac.uk|institution:Sheffield Hallam University|Nield, Kevin
digcom.contributor.authorisAuthorOfPublication|email:s.ball@shu.ac.uk|institution:Sheffield Hallam University|Ball, Stephen
digcom.identifierrefereed/CHRIE_2010/Wednesday/11
digcom.identifier.contextkey1116387
digcom.identifier.submissionpathrefereed/CHRIE_2010/Wednesday/11
dspace.entity.typePublication
Files
Original bundle
Now showing 1 - 2 of 2
No Thumbnail Available
Name:
Hotel_service_quality_and_business_performance_2_1_.docx
Size:
57.06 KB
Format:
Microsoft Word XML
Name: Hotel_service_quality_and_business_performance_2_1_.docx
Size: 57.06 KB
Kind: Microsoft Word XML
Thumbnail Image
Name:
auto_convert.pdf
Size:
129.22 KB
Format:
Adobe Portable Document Format
Thumbnail Image
Name: auto_convert.pdf
Size: 129.22 KB
Kind: Adobe PDF
Collections
International CHRIE Conference-Refereed Track