Article ID Journal Published Year Pages File Type
1123574 Procedia - Social and Behavioral Sciences 2011 8 Pages PDF
Abstract

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.

Related Topics
Social Sciences and Humanities Arts and Humanities Arts and Humanities (General)