IDEAS home Printed from https://ideas.repec.org/a/srs/jemt00/v8y2017i4p775-783.html
   My bibliography  Save this article

The Development of a Business Processes Model for the Quality Management System in the Hotels

Author

Listed:
  • Sergey SKOBKIN

    (Department of hotel and tourism business Plekhanov Russian University of Economics Moscow Russia)

  • Andrey KOVALTCHUK

    (Department of hotel and tourism business Plekhanov Russian University of Economics Moscow Russia)

  • Yana BELAVINA

    (Plekhanov Russian University of Economics Moscow Russia)

  • Gleb KALITA

    (Department of hotel and tourism business Plekhanov Russian University of Economics Moscow Russia)

Abstract

The current study seeks to extend our understanding of service quality by assessing a model of QMS that includes technical quality and functional qualities as well as business processes which should be modernized through the its development The authors conducted a survey of representatives of the hotel business community located in Moscow 3 5 star hotels and its clients to assess the most significant business processes in terms of their impact on the quality of hotel services As the study showed representatives of the hotel business community support the division of business processes into four groups key business processes supporting business processes business management processes and business development processes each of which has its own distinctive features

Suggested Citation

  • Sergey SKOBKIN & Andrey KOVALTCHUK & Yana BELAVINA & Gleb KALITA, 2017. "The Development of a Business Processes Model for the Quality Management System in the Hotels," Journal of Advanced Research in Management, ASERS Publishing, vol. 8(4), pages 775-783.
    • Handle: RePEc:srs:jemt00:v:8:y:2017:i:4:p:775-783
    as

    Download full text from publisher

    To our knowledge, this item is not available for download. To find whether it is available, there are three options:
    1. Check below whether another version of this item is available online.
    2. Check on the provider's web page whether it is in fact available.
    3. Perform a search for a similarly titled item that would be available.

    Citations

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


    Cited by:

    1. Amina K. Rakhmanova & Madina R. Smykova & Gulnara B. Rakhmanova, 2021. "Development of a customised model of integrated marketing communications for the economic well-being of the enterprise," RIVISTA DI STUDI SULLA SOSTENIBILITA', FrancoAngeli Editore, vol. 0(2), pages 141-153.

    More about this item

    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:srs:jemt00:v:8:y:2017:i:4:p:775-783. 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: Claudiu Popirlan (email available below). General contact details of provider: http://journals.aserspublishing.eu/jemt .

    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.