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.
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