Hotel general managers' use of consumer, expert, and internal feedback to improve service quality
Abstract
Hotel management is exposed to a variety of feedback on a daily basis. Accordingly, hotels receive information from internal sources such as their corporate executives, and front-line employees. They also receive information from experts, such as those who inspect the hotel as part of the formalized rating system as well as mystery shoppers. Finally, hotels receive feedback from consumers regarding the quality of the services they provide. Today, technology allows for such feedback to be published across the globe. This in turn creates a variety of opportunities and challenges for hotel General Managers. The present study sought to understand the value hotel General Managers place on quality control feedback and the practices they adopt as a consequence of such information. The value placed the various forms of feedback (consumer, expert, and internal), as well as the similarities and differences among them are explored in this research.
Degree
Ph.D.
Advisors
Adler, Purdue University.
Subject Area
Marketing|Management|Recreation
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