... FBMCs for hotels through data envelopment analysis and a robustness test. The four-quadrant analysis (benchmark, improvements in efficiency and customer attention and fade-out) provides suggestions for underperforming FBMCs. Findings The results indicate that the efficiency of the greeting FBMCs...

... located in various localities and possessing different operational characteristics. Performance Efficiency Benchmarking Data envelopment analysis Pearl river Delta (PRD) The first hotel DEA study was conducted by Morey and Dittman (1995) in the USA, followed by research applied...

.... María Eugenia Ruiz can be contacted at: M.Eugenia.Ruiz@uv.es © Emerald Group Publishing Limited 2009 Benchmarking Market position Restaurants Wines The restaurant industry is becoming highly competitive and it is essential for restaurants to try and develop a special gastronomical...

...Grace Coleman; Hadyn Ingram Recounts how learning and development strategy at Costa Coffee (a division of Whitbread Restaurants) was investigated and shaped through a postgraduate research study. Describes the research methodology, which sought to benchmark Costa Coffee’s learning and development...

... competitive dimension; at other times, nationality is a relevant competitive dimension. Size, however, is very rarely a relevant competitive dimension. © MCB UP Limited 2000 Benchmarking Competitive strategy Hotels One of the main objectives of every firm is to achieve and sustain...

...Metin Kozak; Mike Rimmington Examines the role of benchmarking within the small hospitality sector. Argues that there is considerable potential for improving service quality by this means, not only in the small businesses themselves, but also in tourist destinations, which often depend heavily...

...Susan M. Ogden This comment paper calls for a need to view benchmarking as a means to disseminate best practice in small hospitality organizations. Outlines the barriers to benchmarking in the sector and endorses the role and value of grading and award schemes as “external benchmarking” agencies...

...Mahmoud M. Yasin; Thomas W. Zimmerer Links the application of benchmarking to the hotel′s ability to achieve continuous quality improvements. Defines both the operating and service subsystems of the hotel and clearly indicates specific methods for quality improvement in each. Places emphasis...