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Volume 13, Issue 11
1 December 1995
Marketing Intelligence & Planning Cover Image for Volume 13, Issue 11
Review Article| December 01 1995

Front and back‐stage strategies in service delivery in the hospitality industry: a conceptual framework

;
Ugur Yavas
Professor of Marketing at East Tennessee State University, Johnson City, Tennessee.
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;
Mahmoud M. Yasin
Associate Professor of Management at East Tennessee State University, Johnson City, Tennessee.
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Marwan Wafa
Associate Professor of Management Science at University of Southern Indiana, Evansville, Indiana, USA.
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Author & Article Information
Publisher: Emerald Publishing
Online ISSN: 1758-8049
Print ISSN: 0263-4503
© MCB UP Limited
1995
Marketing Intelligence & Planning (1995) 13 (11): 22–26.
https://doi.org/10.1108/02634509510102147

In today′s competitive environment, the question is no longer whether to have quality assurance programmes, but rather how to make these programmes work. With this in mind, presents a conceptual framework outlining the components of a quality assurance system in the lodging industry setting. Offers some practical recommendations and guidelines for implementation.

Keywords: Competitive strategy, Hospitality industry, Quality assurance, Quality programmes, Service quality, strategy
© MCB UP Limited
1995
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