IDEAS home Printed from https://ideas.repec.org/a/aes/ijeptp/v2y2012i2p53-61.html
   My bibliography  Save this article

Quality Management in Tourism and Hospitality: an Exploratory Study among Tourism Stakeholders

Author

Listed:
  • Soultana Kapiki

    (Alexander Technological Educational Institute of Thessaloniki)

Abstract

Quality in the tourism and hospitality industry involves consistent delivery of products and guest services according to expected standards. Delivering quality service is one of the major challenges the hospitality managers will be facing in the following years as it is an essential condition for success in the emerging, keenly competitive, global hospitality markets. There are various tools that measure and improve quality service, as well as mechanisms for quality recognition in the tourism and hospitality industry. The managers should identify, record and weigh up the impacts of cost-profit and be in a position to prioritise towards a quality improvement process for their own property. The present study shows that tourism stakeholders perceive quality service in a hotel as value for money, a comfortable room, friendly staff and tasty food. Moreover, the survey shows that there is always room for further improvement of the hospitality services. Other results of the survey reveal that the most important factors for a hotel’s future are guest satisfaction, guest retention and word of mouth advertising. Aiming at excellence and profitability, the outcomes of the survey suggest focus on quality service; retention of existing guests by exceeding their expectations; continuous quality improvement; employment, regular training and empowerment of service-oriented staff; search for best practices through benchmarking; and, finally, pursuit of quality accreditation through the various schemes, such as the eco-labels, ISO and the EU Foundation for Quality Management.

Suggested Citation

  • Soultana Kapiki, 2012. "Quality Management in Tourism and Hospitality: an Exploratory Study among Tourism Stakeholders," International Journal of Economic Practices and Theories, Academy of Economic Studies - Bucharest, Romania, vol. 2(2), pages 53-61, April.
  • Handle: RePEc:aes:ijeptp:v:2:y:2012:i:2:p:53-61
    as

    Download full text from publisher

    File URL: http://www.ijept.org/index.php/ijept/article/download/quality_management_in_tourism_and_hospitality_an_exploratory_study_among_tourism_stakeholders/pdf
    Download Restriction: no
    ---><---

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Monica Aureliana Petcu & Maria Iulia Sobolevschi-David & Stefania Cristina Curea, 2021. "Configuration of an Integrated Quality-Social Responsibility-Performance Management System in the Hospitality Industry. Case Studies: Balneary Tourism Romania," Sustainability, MDPI, vol. 13(13), pages 1-17, June.
    2. Tomáš Dania & Kateřina Mlejnková & Ida Rašovská, 2019. "Quality Destination Management," Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, Mendel University Press, vol. 67(4), pages 1027-1037.
    3. Leyla MAHMUDOVA & Judit KATONÁNÉ KOVÁCS, 2018. "Definitining The Performance Of Small And Medium Enterprises," Network Intelligence Studies, Romanian Foundation for Business Intelligence, Editorial Department, issue 12, pages 111-120, December.
    4. Rose Ann A. Villarias & Kristin Iris G. Estores, 2021. "Resort Management Practices and Tourism Impacts of an Island Resort in Negros Occidental," Technium Social Sciences Journal, Technium Science, vol. 23(1), pages 823-845, September.
    5. Kapiki, Soultana Tania & Tsakiridou, Georgia, 2018. "Exploring the views on total quality human resources management between public and private educational units," MPRA Paper 98623, University Library of Munich, Germany.
    6. Ioana Crina POP COHUT, 2017. "Competitiveness Through Quality In The Hospitality Industry - Theoretical Aspects And Measurement Methods In The International Practice," Contemporary Economy Journal, Constantin Brancoveanu University, vol. 2(4), pages 147-155.

    More about this item

    Keywords

    hotels; quality; service; tourism; hospitality;
    All these keywords.

    JEL classification:

    • L15 - Industrial Organization - - Market Structure, Firm Strategy, and Market Performance - - - Information and Product Quality
    • L84 - Industrial Organization - - Industry Studies: Services - - - Personal, Professional, and Business Services
    • L83 - Industrial Organization - - Industry Studies: Services - - - Sports; Gambling; Restaurants; Recreation; Tourism

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:aes:ijeptp:v:2:y:2012:i:2:p:53-61. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catalin Boja (email available below). General contact details of provider: https://edirc.repec.org/data/aseeero.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.