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Keywords: Quality systems
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Journal Articles
Does quality impact on hotel performance?
Available to Purchase
International Journal of Contemporary Hospitality Management (2006) 18 (4): 350–358.
Published: 01 June 2006
...Enrique Claver; Juan José Tarí; Jorge Pereira Purpose The aim of the paper is to study the reasons for the adoption and certification of quality systems and the subsequent impacts on performance. Design/methodology/approach The methodology selected is a study based on the perceptions of two...
Journal Articles
Service failure and recovery: evidence from the hotel industry
Available to Purchase
International Journal of Contemporary Hospitality Management (2004) 16 (1): 6–17.
Published: 01 January 2004
...). However, the extent of success may depend on: Service failures Service improvements Hotels Quality systems United Kingdom Further, in the UK, the hotel industry is operating in a highly competitive marketplace (Sargeant and Mohamad, 1999), with increasing consumer expectations of service...
