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Enabling Quality in the Tourism Industry: An Evaluation of Business Excellence in Greek Hotels
Author(s) -
Tsiotras George D.,
Tsiotras Penelope G.,
Fotiadis Thomas A.
Publication year - 2016
Publication title -
global business and organizational excellence
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.227
H-Index - 16
eISSN - 1932-2062
pISSN - 1932-2054
DOI - 10.1002/joe.21670
Subject(s) - excellence , benchmarking , tourism , business , competition (biology) , quality (philosophy) , total quality management , marketing , quality management , political science , ecology , service (business) , philosophy , epistemology , law , biology
Economic crisis, technological innovation, and shifting social and cultural norms have changed the level of competition in the tourism industry. In Greece, tourism has a direct impact on the national economy, and hotels are its most prominent industry. The five enablers of quality contained in the European Foundation for Quality Management Excellence Model offer a framework for studying business excellence in the Greek hotel industry. Based on those enablers, a survey of 34 five‐star properties reveals that although most of the hotels are working toward business excellence, a number of areas still call for improvement, including benchmarking, the evaluation of historical data, and various aspects of human resources management. © 2016 Wiley Periodicals, Inc.