کد مقاله کد نشریه سال انتشار مقاله انگلیسی نسخه تمام متن
1123574 1488535 2011 8 صفحه PDF دانلود رایگان
عنوان انگلیسی مقاله ISI
Self assessment as a gate to performance improvement: A study on hospitality management in Turkey
موضوعات مرتبط
علوم انسانی و اجتماعی علوم انسانی و هنر هنر و علوم انسانی (عمومی)
پیش نمایش صفحه اول مقاله
Self assessment as a gate to performance improvement: A study on hospitality management in Turkey
چکیده انگلیسی

In order to improve Turkey's market share in world tourism, organizations of the sector should develop means for the supplied quality and competitiveness. This study surveyed four-star city hotels in Istanbul and found areas of improvement. The survey tool is based on o widely recognized self assessment form, i.e., the European Foundation for Quality Management (EFQM) Excellence Model and applied to eight hotels as a multiple-case studies design. In general, findings demonstrate that, while hotels are managing customer related processes properly, there appears a big gap between the current approaches and the Model's leadership, strategy, and people criteria.

ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Procedia - Social and Behavioral Sciences - Volume 24, 2011, Pages 1090-1097