Dynamic benchmarking of hotel service quality

Journal of Services Marketing

Volumn 16, Issue 4, 2002, Pages 302-321

  Min, Hokey ^a   Min, Hyesung ^b   Chung, Kyooyup ^c  

^a University of Louisville   (United States)

^b Department of Hotel Management   (South Korea)

^c Sejong University   (South Korea)

Author keywords

Analytical hierarchy process; Benchmarking; Hotels; Service quality

Indexed keywords

EID: 84986019285     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876040210433211     Document Type: Article

References (26)

1. American Automobile Association (AAA) (2000), AAA Tour Book: An Annual Catalog of Selected Travel Information, AAA, Heathrow, FL.
2. Balm, G.J. (1992), Benchmarking: A Practitioner's Guide for Becoming and Staying Best of the Best, QPMA Press, Schaumberg, IL.
3. Berry, L.L., Zeithaml, V. and Parasuraman, A. (1985), “Quality counts in service, too”, Business Horizons, May-June, pp. 45-6.
4. Cadotte, E.R. and Turgeon, N. (1988), “Key factors in guest satisfaction”, The Cornell Hotel and Restaurant Administration Quarterly, Vol. 29, February, pp. 45-51.
5. Camp, R.C. (1989), Benchmarking: The Search for Industry Best Practices That Lead to Superior Performance, ASQC Quality Press, Milwaukee, WI.
6. Chung, K. and Hahn, S. (1995), “A study on the business free independent traveler's market segmentation in accordance with hotel selection factors”, Korean Hotel Administration Review, Vol. 3 No. 2, pp. 125-55.
7. Expert Choice (2000), Expert Choice Advanced Decision Support Software, Expert Choice, Pittsburgh, PA.
8. Furey, T.R. (1987), “Benchmarking: the key to developing competitive advantage in mature markets”, Planning Review, Vol. 15 No. 5, pp. 30-2.
9. Harrington, H.J. and Harrington, J.S. (1996), High Performance Benchmarking: 20 Steps to Success, McGraw-Hill, New York, NY.
10. Kim, D. (1995), “Customer evaluation of hotel service quality”, Korean Hotel Administration Review, Vol. 3 No. 2, pp. 69-92.
11. Korean National Tourism Organisation (KNTO) (2000), available at: www.knto.or.kr/cai-bin/TSS/tss_main.cgi?_year=2000&i_type=13.
12. Lewis, R.C. (1987), “The measurement of gaps in the quality of hotel services”, International Journal of Hospitality Management, Vol. 6 No. 2, pp. 83-8.
13. Malhotra, M.K. and Grover, V. (1998), “An assessment of survey research in POM: from constructs to theory”, Journal of Operations Management, Vol. 16, pp. 407-25.
14. Min, H. and Min, H. (1996), “Competitive benchmarking of Korean luxury hotels using the analytic hierarchy process and competitive gap analysis”, Journal of Services Marketing, Vol. 10 No. 3, pp. 58-72.
15. Min, H. and Min, H. (1997), “Benchmarking the quality of hotel services: managerial perspectives”, International Journal of Quality & Reliability Management, Vol. 14 No. 6, pp. 582-97.
16. Morey, R.C. and Dittman, D.A. (1995), “Evaluating a hotel GM's performance: a case study in benchmarking”, Cornell Hotel and Restaurant Administration Quarterly, Vol. 36 No. 5, pp. 30-5.
17. Phillips, P. and Appiah-Adu, K. (1998), “Benchmarking to improve the strategic planning process in the hotel sector”, The Service Industry Journal, Vol. 18 No. 1, pp. 1-17.
18. Saaty, T.L. (1980), The Analytic Hierarchy Process, McGraw-Hill, New York, NY.
19. Saaty, T.L. (1988), Decision Making for Leaders, RWS Publications, Pittsburgh, PA.
20. Salomon, A. (1994), “Focus on quality or fail”, Hotel and Motel Management, Vol. 209 No. 13, pp. 3-4.
21. SPSS (2000), SPSS Base 10.0 User's Guide, SPSS, Chicago, IL.
22. Stacey, J. (1995), “Travelers rate services”, USA Today, 11 April, p. 6E.
23. Watkins, E. (2000), “What guests really want”, Lodging Hospitality, Vol. 56 No. 4, pp. 4-5.
24. Wind, Y. and Saaty, T.L. (1980), “Marketing applications of the analytic hierarchy process”, Management Science, Vol. 26 No. 7, pp. 641-58.
25. Zahedi, F. (1989), “The analytic hierarchy process – a survey of the method and its applications”, Interfaces, Vol. 16 No. 4, pp. 96-108.
26. Zifko-Baliga, G.M. (1999), “What customers really want: how that affects what service to deliver”, in Zemke, R. and Woods, J.A. (Eds), Best Practices in Customer Service, AMACOM, HRD Press, Amherst, MA, pp. 96-103.