A business excellence model for the hotel sector: implementation to high-class Greek hotels

Purpose - The purpose of this paper is to present the development of a business excellence model applicable in the hospitality industry.Design methodology approach - Two surveys using questionnaires were conducted: the first one for the development of the model's criteria and sub-criteria and t...

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Bibliographic Details
Published in:Benchmarking : an international journal 2009-07, Vol.16 (4), p.462-483
Main Authors: Politis, Yannis, Litos, Charalambos, Grigoroudis, Evangelos, Moustakis, Vassilis S
Format: Article
Language:English
Subjects:
Awards & honors
Benchmarks
Business models
GNP
Gross National Product
Hospitality industry
Hotels & motels
Linear programming
Manufacturing
Quality control
Quality improvement
Quality management
Studies
Total quality
Tourism
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Summary:Purpose - The purpose of this paper is to present the development of a business excellence model applicable in the hospitality industry.Design methodology approach - Two surveys using questionnaires were conducted: the first one for the development of the model's criteria and sub-criteria and the second one for the assessment of the criteria and sub-criteria weights. The model was tested on a number of Greek high-class hotels.Findings - Compared with other business excellence models the proposed model includes criteria and sub-criteria that are more applicable to hotels. The model studies the factors that drive excellence in the hotel sector as well as the importance of these factors as they have been defined by the managers of the hotels. The implementation of the model in a number of high-class Greek hotels shows its applicability and suitability to be used as a benchmarking system.Research limitations implications - Time limitations, as the project was co-funded by the European Union, have limited the implementation of the proposed business excellence model to a small number of Greek hotels in the area of Crete.Originality value - The critical success factors for high-class hotels have been identified and a business excellence model applicable in the hospitality sector has been developed.
ISSN:1463-5771
1758-4094
DOI:10.1108/14635770910972414