Quality Management in Tourism and Hospitality: An Exploratory Study among Tourism Stakeholders

International Journal of Economic Practices and Theories, Vol. 2, No. 2, April 2012

9 Pages Posted: 23 Sep 2012

See all articles by Soultana Kapiki

Soultana Kapiki

International Hellenic University (ex ATEI of Thessaloniki), Management of Organizations, Marketing & Tourism

Date Written: 2012

Abstract

Quality in the tourism and hospitality industry involves consistent delivery of products and guest services according to expected standards. Delivering quality service is one of the major challenges the hospitality managers will be facing in the following years as it is an essential condition for success in the emerging, keenly competitive, global hospitality markets. There are various tools that measure and improve quality service, as well as mechanisms for quality recognition in the tourism and hospitality industry. The managers should identify, record and weigh up the impacts of cost-profit and be in a position to prioritise towards a quality improvement process for their own property. The present study shows that tourism stakeholders perceive quality service in a hotel as value for money, a comfortable room, friendly staff and tasty food. Moreover, the survey shows that there is always room for further improvement of the hospitality services. Other results of the survey reveal that the most important factors for a hotel’s future are guest satisfaction, guest retention and word of mouth advertising. Aiming at excellence and profitability, the outcomes of the survey suggest focus on quality service; retention of existing guests by exceeding their expectations; continuous quality improvement; employment, regular training and empowerment of service-oriented staff; search for best practices through benchmarking; and, finally, pursuit of quality accreditation through the various schemes, such as the eco-labels, ISO and the EU Foundation for Quality Management.

Keywords: Hotel guests, quality, service, tourism and hospitality

JEL Classification: L15, L84, L83

Suggested Citation

Kapiki, Soultana, Quality Management in Tourism and Hospitality: An Exploratory Study among Tourism Stakeholders (2012). International Journal of Economic Practices and Theories, Vol. 2, No. 2, April 2012. Available at SSRN: https://ssrn.com/abstract=2150570

Soultana Kapiki (Contact Author)

International Hellenic University (ex ATEI of Thessaloniki), Management of Organizations, Marketing & Tourism ( email )

P.O. Box 141
Sindos Thessaloniki, GR-57400
Greece

HOME PAGE: http://https://ihu-gr.academia.edu/SoultanaTaniaKapiki

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