Dynamic benchmarking of hotel service quality

Emerald - Tập 16 Số 4 - Trang 302-321 - 2002
Hokey Min1, Hyesung Min2, Kyooyup Chung3
1Executive Director, Logistics and Distribution Institute, University of Louisville, Louisville, Kentucky, USA
2Assistant Professor, Department of Hotel Management, Korean Tourism College, Kyunggi, Korea
3Associate Professor, Department of Hotel Management, Sejong University, Seoul, Korea

Tài liệu tham khảo

Berry, L.L., Zeithaml, V. and Parasuraman, A. (1985), “Quality counts in service, too”,Business Horizons, May‐June, pp. 45‐6. Cadotte, E.R. and Turgeon, N. (1988), “Key factors in guest satisfaction”,The Cornell Hotel and Restaurant Administration Quarterly, Vol. 29, February, pp. 45‐51. Chung, K. and Hahn, S. (1995), “A study on the business free independent traveler’s market segmentation in accordance with hotel selection factors”,Korean Hotel Administration Review, Vol. 3 No. 2, pp. 125‐55. Expert Choice (2000),Expert Choice Advanced Decision Support Software, Expert Choice, Pittsburgh, PA. 10.1108/eb054202 Kim, D. (1995), “Customer evaluation of hotel service quality”,Korean Hotel Administration Review, Vol. 3 No. 2, pp. 69‐92. 10.1016/0278-4319(87)90020-X 10.1016/S0272-6963(98)00021-7 10.1108/08876049610119794 10.1108/02656719710186209 Morey, R.C. and Dittman, D.A. (1995), “Evaluating a hotel GM’s performance: a case study in benchmarking”,Cornell Hotel and Restaurant Administration Quarterly, Vol. 36 No. 5, pp. 30‐5. 10.1080/02642069800000001 Salomon, A. (1994), “Focus on quality or fail”,Hotel and Motel Management, Vol. 209 No. 13, pp. 3‐4. Stacey, J. (1995), “Travelers rate services”,USA Today, 11 April, p. 6E. Watkins, E. (2000), “What guests really want”,Lodging Hospitality, Vol. 56 No. 4, pp. 4‐5. 10.1287/mnsc.26.7.641 10.1287/inte.16.4.96