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A business excellence model for the hotel sector: implementation to high-class Greek hotels

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Purpose ‐ The purpose of this paper is to present the development of a business excellence model applicable in the hospitality industry. Design/methodology/approach ‐ Two surveys using questionnaires were conducted: the first one for the development of the model's criteria and sub-criteria and the second one for the assessment of the criteria and sub-criteria weights. The model was tested on a number of Greek high-class hotels. Findings ‐ Compared with other business excellence models the proposed model includes criteria and sub-criteria that are more applicable to hotels. The model studies the factors that drive excellence in the hotel sector as well as the importance of these factors as they have been defined by the managers of the hotels. The implementation of the model in a number of high-class Greek hotels shows its applicability and suitability to be used as a benchmarking system. Research limitations/implications ‐ Time limitations, as the project was co-funded by the European Union, have limited the implementation of the proposed business excellence model to a small number of Greek hotels in the area of Crete. Originality/value ‐ The critical success factors for high-class hotels have been identified and a business excellence model applicable in the hospitality sector has been developed.

Keywords: Business excellence; Greece; Hotels; Self assessment; Total quality management

Document Type: Research Article


Publication date: July 10, 2009


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