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| Author: | Yavas, U. Yasin, M. Wafa, M. |
| Title: | Front and back-stage strategies in service delivery in the hospitality industry: a conceptual framework |
| Journal: | Marketing Intelligence and Planning
1995 : VOL. 13:11, p. 22-26 |
| Index terms: | STRATEGY QUALITY MARKETING |
| Language: | eng |
| Abstract: | In today's competitive environment, the question is no longer whether to have quality assurance programmes, but rather how to make these programmes work. With this in mind, the authors present a conceptual framework outlining the components of a quality assurance system in the lodging industry setting. The article offers some practical recommendations and guidelines for implementation. While many informed observers of the hospitality industry have advocated divergent perspectives on service quality and quality assurance, they all agree that the success depends on an organizational culture that fosters and facilitates service quality. |
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