Naslov
The quality of hotel performance - The effectiveness and efficiency

Autori
Avelini Holjevac, Ivanka ; Vrtodušić, Ana Marija

Izvornik
Tourism and hospitality management (1330-7533) 5 (1999), 1-2; 145-160

Vrsta, podvrsta i kategorija rada
Radovi u časopisima, članak, znanstveni

Ključne riječi
quality ; effectiveness ; efficiency ; ratios

Sažetak
Service quality has been a major preoccupation o f the hospitality industry throughout the 1980s and the early 1990s. Quality management systems have been clearly identified as a means o f increasing the professionalism and social competence o f staff, while developments such as customer care programs and quality teams have produced notable improvements in the effectiveness and efficiency. Starting from the main economic goal o f making profit in each enterprise, it is necessary to measure and to evaluate effectiveness and efficiency. The aim o f this paper is to emphasize the importance and necessity of measuring two aspects o f the quality o f business success: effectiveness (hotel market success) and efficiency (hotel economy). The paper defines effectiveness and efficiency as well as key ratios for measuring and evaluating those two aspects o f quality o f business success.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija

POVEZANOST RADA