A business excellence model for the hotel sector: implementation to high‐class Greek hotels

Politis, Yannis; Litos, Charalambos; Grigoroudis, Evangelos; Moustakis, Vassilis

doi:10.1108/14635770910972414

Cited by 23 publications

(14 citation statements)

References 25 publications

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“…The identification of TQM factors is of particular interest in hospitality services, where "the delivery of hotel services is qualitatively different from the delivery of other types of services, and this influences the way service is managed, delivered and perceived by the customer" (Crick and Spencer, 2011, p. 463). In addition, Politis et al (2009) concluded that most Greek hotels failed to implement most TQM principles. Thus, to gain a better understanding of TQM implementation in the hotel industry, the present study focuses on small-and mediumsized hotels operating all over Greece.…”

Section: Introductionmentioning

confidence: 99%

Identifying the critical determinants of TQM and their impact on company performance

Bouranta

Psomas

Pantouvakis

2017

TQM

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Purpose The purpose of this paper is to enrich the existing literature by determining the underlying structure (latent factors) of total quality management (TQM) practices and their impact on company performance outcomes in the Greek hotel industry. Design/methodology/approach The research questions were examined using a sample of 153 top-and middle-level hotel-quality managers. Exploratory factor analyses, coupled with multiple linear regression analyses, were used to examine the extent to which elements of TQM influence hotel performance. Findings The TQM factors revealed by the present empirical research in the hotel industry are the quality practices of top management, strategic quality planning, employee quality management, customer focus and employee knowledge and education. On the other hand, the performance dimensions revealed through the present study are summarized as: financial performance, customer focused performance and service quality performance. The results also confirmed that most of the TQM elements are antecedents of hotel business performance. Practical implications Hotel managers/owners using reliable and valid frameworks comprising TQM practices and performance outcomes may better address their efforts by choosing whether to invest in company refurbishing or better train their personnel to maximize hotel performance. Originality/value The purpose of this study is to enrich the existing literature by identifying and confirming the enablers and outcomes of TQM specifically within the hospitality industry. Moreover, the relationship between the implementation of TQM practices and superior company performance is also examined due to the past contradictory results regarding this matter.

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Section: Introductionmentioning

confidence: 99%

Identifying the critical determinants of TQM and their impact on company performance

Bouranta

Psomas

Pantouvakis

2017

TQM

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“…The concept of hospitality adopted in this study is that of describing both the material and the technical nature of the hospitality industry services as well as the relationship between host and guest (Aramberri, 2001;Carboni & Janati, 2016;Causevic & Lynch, 2009). Research on the hospitality industry covers a wide range of sub-sectors, including hotels and accommodation (Lukanova, 2010;Politis, Litos, Grigoroudis, & Moustakis, 2009), food outlets and restaurants (Auchincloss et al, 2013;Ponnam & Balaji, 2014), airline services (Chen & Chang, 2005;Liou & Tzeng, 2007), coach services (Jain, 2011;Jen, Tu, & Lu, 2010) and the cruise industry (Skaalsvik, 2011;Sun, Fen & Gauri, 2014). Much of this research, however, has prioritised issues pertaining to general and secular notions of hospitality ahead of hospitality in a religious context.…”

Section: Introduction 1 Introductionmentioning

confidence: 99%

Malaysian Accommodation Providers’ Understanding of Halal Hospitality

Razak¹,

Hidayatun²

2019

The Routledge Handbook of Halal Hospitality and Islamic Tourism

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This study investigates the understanding of halal hospitality among accommodation providers in Malaysia. Halal means permissible in Arabic and the concept is a cornerstone of Islam and is used to refer to what is permissible to Muslims. The concept of hospitality adopted in this study is that of describing both the material and the technical nature of the hospitality industry services as well as the relationship between host and guest. This study addresses three research questions related to Malaysian accommodation providers' understanding of halal hospitality and their utilization of websites to inform the provision of halal hospitality. First, what is Malaysian accommodation providers' understanding of the concept of halal hospitality? Second, what are the social, technical, and commercial means by which accommodation providers provide halal hospitality? Third, how do accommodation providers communicate the social, technical and commercial dimensions of halal hospitality on their websites? Using a qualitative approach, the understanding of halal hospitality was investigated through interviews with 18 accommodation providers from four accommodation categories: hotel, budget hotel, resthouse/guesthouse/homestay/hostel and chalet. The results were analysed thematically. A content analysis of the websites of accommodation providers was used to recognize the halal hospitality attributes displayed to acknowledge halal services to customers. The keywords or terms used to identify the halal hospitality attributes displayed were based on the study conducted by Razzaq, Hall and Prayag (2016) for reasons of comparison. A total of 781 websites were identified over a period of six months for this purpose with the results then subject to statistical analysis. The qualitative results indicated that many Muslim accommodation providers understand the halal hospitality concept based on Islamic laws and regulations. However, both Muslim and non-Muslim respondents have difficulties in complying with halal hospitality requirements set by the government. The website analysis indicated that the promotion of halal attributes by accommodation providers was limited. The findings of the website analysis were somewhat surprising given the avowed focus of Malaysia as promoting itself as an international halal tourism destination. ii The findings add to existing knowledge in several ways. The study adds value to the contemporary literature on halal hospitality from the accommodation providers' perspectives. The findings helps guide accommodation providers as to what to promote in the marketing of halal hospitality to halal oriented customers. Fuller utilization of websites could be the most efficient and effective way to inform the halal hospitality service worldwide. The study further emphasizes the importance of halal suppliers in supporting the operation of halal hospitality industries. Finally, this study identified the potential research areas in relation to the topic for the future.

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“…The tourism industry is one of the fastest growing sectors worldwide. It is often investigated through its relation to GNP, employment and other macroindicators (Politis et al, 2009).…”

Section: Introductionmentioning

confidence: 99%

Quality Destination Management

Dania¹,

Mlejnková²,

Rašovská³

2019

Acta Univ. Agric. Silvic. Mendelianae Brun.

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Tourism is recognized as a significant industry worldwide, a key sector and source of development and income in several countries. The article focuses on quality management in tourist destinations in the Czech Republic. The overall objective of the present study is to uncover the evaluation of destination management by tourist organisations. Hence, the importance of destination management for each organisation based on the model of excellence EFQM (European Foundation for Quality Management) is evaluated. Moreover, the article highlights and assesses the difference between organisations which possess a certificate of quality and those which do not. Furthermore, the findings of the research, the data for which were collected from respondents at tourism organisations in the Czech Republic, can be used for assessing the competitiveness of destinations and for recommendations for sustainable development in the future.

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A business excellence model for the hotel sector: implementation to high‐class Greek hotels

Cited by 23 publications

References 25 publications

Identifying the critical determinants of TQM and their impact on company performance

Identifying the critical determinants of TQM and their impact on company performance

Malaysian Accommodation Providers’ Understanding of Halal Hospitality

Quality Destination Management

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