...Sultan Alzyoud; Shobana Nair Partington; Ala' Omar Dandis Purpose In the current turbulent and highly competitive environment, hotels’ management is under pressure to be innovative and improve their products and services continuously to meet and exceed guests’ expectations. Therefore, the primary...

...Ali Masoudi; Elizabeth Cudney; Kioumars Paryani Purpose The purpose of this paper is to demonstrate how the quality function deployment (QFD) process can be applied to capture and translate spoken and unspoken customer requirements into actionable service features in a hotel landscaping design...

...Hokey Min; Hyesung Min; Seong‐Jong Joo Purpose This paper aims to develop a balanced scorecard for measuring the comparative efficiency of Korean luxury hotels and then set the benchmark of performance standards for Korean luxury hotels in the increasingly competitive hotel industry. It also aims...

...Tat Y. Choi; Raymond Chu Given the rapidly changing profile of travellers, in terms of their nationality, this study investigates Asian and Western travellers’ perceptions about the service quality of Hong Kong hotels. Using a principal component factor analysis with a VARIMAX rotation technique...

...Hokey Min; Hyesung Min With escalating competition in the hotel industry, a growing number of hotels have considered service quality their top priority in maintaining competitiveness. To maintain competitiveness, the hotel management often needs to develop reliable service quality standards...