Front and back‐stage strategies in service delivery in the hospitality industry : a conceptual framework

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, presents a conceptual framework outlining the components of a quality assurance system in the lodging industry setting. Offers some practical recommendations and guidelines for implementation.

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Year of publication:	1995
Authors:	Yavas, Ugur ; Yasin, Mahmoud M. ; Wafa, Marwan
Published in:	Marketing Intelligence & Planning. - MCB UP Ltd, ISSN 1758-8049, ZDB-ID 2023533-1. - Vol. 13.1995, 11, p. 22-26
Publisher:	MCB UP Ltd
Subject:	Competitive strategy \| Hospitality industry \| Quality assurance \| Quality programmes \| Service quality \| strategy

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Type of publication:	Article
Type of publication (narrower categories):	review-article
Language:	English
Other identifiers:	10.1108/02634509510102147 [DOI]
Source:	Other ZBW resources

Persistent link: https://www.econbiz.de/10014946509