Benchmarks in Hospitality and Tourism

ISBN-13: 9780789019141 / Angielski / Twarda / 2002 / 172 str.

Sungsoo Pyo

Opis

After an overview of benchmarking concepts and processes, this book explores benchmarking's strengths and weaknesses, describes ways to apply benchmarking to tourist facilities and destinations, and examines the role of customer satisfaction and loyalty in benchmarking. Case studies presented are dr

Spis treści

• Introduction
• Benchmarking the Benchmarks
• Articles
• An Overview of Benchmarking Literature: Its Strengths and Weaknesses
• Guest Satisfaction Barometer and Benchmarking: Experiences from Austria
• A Heuristic Model for Benchmarking SME Hotel and Restaurant Business on the Internet
• Development Opportunities for a Tourism Benchmarking Tool—The Case of the Tyrol
• Benchmarking Best Practice in Hotel Front Office: The Western European Experience
• Managing Quality in Hotel Excelsior
• Serviced Accommodation, Environmental Performance and Benchmarks
• Environmental Management Systems for Caribbean Hotels and Resorts: A Case Study of Five Properties in Jamaica
• Index
• Reference Notes Included

O autorze

Sungsoo Pyo