Self assessment as a gate to performance improvement: A study on hospitality management in Turkey

4Citations
Citations of this article
19Readers
Mendeley users who have this article in their library.

Abstract

In order to improve Turkey's market share in world tourism, organizations of the sector should develop means for the supplied quality and competitiveness. This study surveyed four-star city hotels in Istanbul and found areas of improvement. The survey tool is based on o widely recognized self assessment form, i.e., the European Foundation for Quality Management (EFQM) Excellence Model and applied to eight hotels as a multiple-case studies design. In general, findings demonstrate that, while hotels are managing customer related processes properly, there appears a big gap between the current approaches and the Model's leadership, strategy, and people criteria. © 2011 Published by Elsevier Ltd.

Cite

CITATION STYLE

APA

Sozuer, A. (2011). Self assessment as a gate to performance improvement: A study on hospitality management in Turkey. In Procedia - Social and Behavioral Sciences (Vol. 24, pp. 1090–1097). https://doi.org/10.1016/j.sbspro.2011.09.060

Register to see more suggestions

Mendeley helps you to discover research relevant for your work.

Already have an account?

Save time finding and organizing research with Mendeley

Sign up for free