nach oben

Quality & Quantity

Erschienen in:

10.03.2018

Business process management in hotels: with a focus on delivering quality guest service

verfasst von: Ali İhsan Özdemir, Abdullah Çolak, Jerina Shmilli

Erschienen in: Quality & Quantity | Ausgabe 5/2019

Einloggen

Aktivieren Sie unsere intelligente Suche, um passende Fachinhalte oder Patente zu finden.

search-config

KI-gestützte Suche

Aus

Abstract

In this study business process management as a tool of improvement service quality is introduced and it is examined that how it can be used to improve service quality in hotel sector. It is assumed that re-engineering of the business processes in hotel may contribute to optimize the operational processes and service by focusing on guest service. All the interactions and transactions between the guest and the hotel during her/his stay, determine the type and nature of front office operations. The stages of guest stay are: (a) pre-arrival, (b) arrival and accommodation, (c) stay, and (d) departure. Each steps are analyzed and business process improvements are applied by case study approach in a hotel which is one of the biggest hotel in Tirana, Albania. As a result of this study valuable recommendations are developed to enhance guest service quality.

Vorheriger Artikel K-means clustering of item characteristic curves and item information curves via functional principal component analysis

Nächster Artikel Analysis of three-way non-symmetrical association of food concepts in cross-cultural marketing

Sie haben noch keine Lizenz? Dann Informieren Sie sich jetzt über unsere Produkte:

Springer Professional "Wirtschaft+Technik"

Online-Abonnement

Mit Springer Professional "Wirtschaft+Technik" erhalten Sie Zugriff auf:

über 102.000 Bücher
über 537 Zeitschriften

aus folgenden Fachgebieten:

Automobil + Motoren
Bauwesen + Immobilien
Business IT + Informatik
Elektrotechnik + Elektronik
Energie + Nachhaltigkeit
Finance + Banking
Management + Führung
Marketing + Vertrieb
Maschinenbau + Werkstoffe
Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Springer Professional "Wirtschaft"

Online-Abonnement

Mit Springer Professional "Wirtschaft" erhalten Sie Zugriff auf:

über 67.000 Bücher
über 340 Zeitschriften

aus folgenden Fachgebieten:

Bauwesen + Immobilien
Business IT + Informatik
Finance + Banking
Management + Führung
Marketing + Vertrieb
Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Armistead, C., Harrison, A., Rowlands, P.: Business process re-engineering: lessons from operations management. Int. J. Oper. Manag. 15(12), 46–58 (1995)CrossRef

Armistead, C., Rowland, P.: Management Business Processes—BPR and Beyond. Wiley, New York (1996)

Armistead, C., Pritchard, J.P.: Business process management—lessons from European business. Bus. Process Manag. J. 5(1), 10 (1999)CrossRef

Armistead, C., Llewellyn, N.: Business process management exploring social capital within processes. Int. J. Serv. Ind. Manag. 11(3), 225–243 (2000)CrossRef

Chesbrough, H.W., Spohrer, J.C.: A research manifesto for services science. Commun. ACM 49(7), 35–40 (2006)CrossRef

Daft, R.L.: Organization Theory and Design, 7th edn, pp. 352–357. South Western College, Ohio (2001)

Davenport, T.: The coming commoditization of processes. Harvard Business Review. https://hbr.org/2005/06/the-coming-commoditization-of-processes. Retrieved 29 Nov 2017 (2005)

Deming, E.: http://doc.mbalib.com/view/f3c2caf456ec4c69e9dcd45940a5383f.html, p. 2 of the article. Accessed on 27 Oct 2017 (1990)

Drljaca, M.: Creating customer value in tourism and hospitality industry, pp. 752–763 (2006)

Drucker, P.F.: Management challenges for the 21st century. In: Drucker, P.F. (eds.) Chapter 1, p. 53 (2002)

EURHOTEC: Customer relationship management: a bold new direction for hospitality marketing. http://www.hospitalitynet.org/news/4004150 (2000)

Glushko, R.J., Tabas, L.: Designing service systems by bridging the “front stage” and “back stage. Inf. Syst. e-Bus. Manag. 7(4), 407–427 (2009)CrossRef

Hammer, M.: Re-engineering work: don’t automate, obliterate. Harv. Bus. Rev. 68(4), 104–112 (1990)

Hammer, M.: Process management and the future of six sigma. MIT Sloan Manag. Rev. 43(2), 26 (2002)

Hammer, M., Steven, S.: How process enterprises really work. Harv. Bus. Rev. 77(6), 108 (1999)

Hammer, M., Champy, J.: Reengineering the Corporation: a Manifesto for Business Revolution. Harper Collins, London (1993)

Harrington, H.J., Essling, E.K.C., Van Nimwegen, H.: Business Process Improvement Workbook: Documentation, Analysis, Design, and Management of Business Process Improvement. McGraw Hill, New York (1993)

Hayes, D.K., Ninemeier, J.D.: Hotel Operations Management, 2nd edn. Pearson Education, London (2007)

Heracleous, L., Wirtz, J.: Biometrics: the next frontier in service excellence, productivity and security in the service sector. Manag. Serv. Qual. Int. J. 16(1), 12–22 (2006). https://doi.org/10.1108/09604520610639937 CrossRef

HRN EN ISO 8402 Quality management and quality assurance—vocabulary, (ISO 8402:1994; EN ISO 8402:1995), Quadrilingual version

Hunt, D.V.: Process Mapping: How to Reengineer your Business Processes. Wiley, New York. http://www.thefreedictionary.com/process. Accessed on 12 Sep 2012 (1996)

International norm HRN EN ISO 9000:2002 Quality management systems fundamentals and vocabulary (ISO 9000:2000, EN ISO 9000:2000), Quadrilingual version, p. 40

Jones, P., Williams, P., Hiller, D., Comfort, D.: Biometric retailing. Int. J. Distrib. Manag. 35(3), 217–222 (2007)CrossRef

Mayer, R.J., Painter, M.K., de Witte, P.S.: IDEF family of methods for concurrent engineering and business re-engineering applications. Knowledge Based Systems, College Station (1994)

Murray, R.J.: The quest for world class it capability it is key to achieving quality objects. J. Inf. Syst. Manag. 8(3), 7–15 (1995)

Ould, M.A.: Business Processes, p. 2. Wiley, Chichester (1995)

Özdemir, Aİ., Janelli, R., Simonetti, B.: Determining critical success factors related with supply chain integration and competition capabilities on business performance. Qual. Quant. 49(4), 1621–1632 (2015)CrossRef

Özdemir, Aİ., Çolak, A.: Historical background and benefits of managed information technology services in businesses. Cienc. Tec. Vitivinic. Sci. Technol. J. 32(11), 93–107 (2017)

Pall, G.A.: Quality Process Management. Prentice Hall, Upper Saddle River (1987)

Palmberg, K.: Exploring process management: Are there any widespread models and definitions?”. TQM J 21(2), 203–215 (2009)CrossRef

Porter, M.E., Millar, V.A.: How information gives you competitive advantage. Harvard Bus. Rev. 63(4), 149–160 (1985)

Vom Brocke, J., Rosemann, M.: Foreword. In: vom Brocke, J., Rosemann, M. (eds.) Handbook on Business Process Management, vol. 1, pp. 7–9. Springer, Berlin (2010)CrossRef

Weske, M.: Business Process Management: Concepts, Languages, Architectures, p. 11. Springer, New York. http://doc.mbalib.com/view/74b2db580565a2dc8597cc50f7122056.html. Accessed on 29 Oct 2017 (2007)

Yang, W., Chen, H.: Implementation of business process reengineering based on workflow management. In: International Conference on Computer and Computing Technologies in Agriculture, pp. 35–40. Springer, Berlin (2001)

Zairi, M.: Business process management: a boundary less approach to modern competitiveness. Bus. Process Manag. J. 3(1), 64–80 (1997)CrossRef

Titel: Business process management in hotels: with a focus on delivering quality guest service
verfasst von: Ali İhsan Özdemir
Abdullah Çolak
Jerina Shmilli
Publikationsdatum: 10.03.2018
Verlag: Springer Netherlands
Erschienen in: Quality & Quantity / Ausgabe 5/2019
Print ISSN: 0033-5177
Elektronische ISSN: 1573-7845
DOI: https://doi.org/10.1007/s11135-018-0727-4

Springer Professional

Abstract

Bitte loggen Sie sich ein, um Zugang zu Ihrer Lizenz zu erhalten.

Sie haben noch keine Lizenz? Dann Informieren Sie sich jetzt über unsere Produkte:

Springer Professional "Wirtschaft+Technik"

Springer Professional "Wirtschaft"

Weitere Artikel der Ausgabe 5/2019

Scaling constructs with semantic networks

Family firm’s management composition: the role played by family members’ age in TMT and supervisor levels

How does public service motivation affect teacher self-reported performance in an education system? Evidence from an empirical analysis in Italy

Causality in the Social Sciences: a structural modelling framework

Foreign arrivals nowcasting in Italy with Google Trends data

Replication and preregistration