Abstracting and IndexingРИНЦ
Referativny Zhurnal VINITI RAS
Hotel services quality analysis on a process approach basis
Available online: 8 July 2014
Subject Heading: METHODS OF ANALYSIS
The article studies an assessment problem of hotel services quality on the basis of a process approach. The offered method is of complex character. It aids to estimate quality of both separate (single) business processes and a general (cumulative) business process of a hotel facility as a whole on the basis of the developed procedures and quality indicators. The authors tested a process approach to a service quality assessment for room reservation by phone in the Nizhny Novgorod four-star hotels. The article contains some recommendations to hotel enterprises on improvement of organization of quality assessment on the basis of a process approach.
Keywords: quality assessment, indicator, hotel services, process, service, business process, process approach, hotel management
ISSN 2311-8725 (Online)