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dc.contributor.authorÖzdemir, Ali İhsan
dc.contributor.authorÇolak, Abdullah
dc.contributor.authorShmilli, Jerina
dc.date.accessioned2024-05-31T07:11:24Z
dc.date.available2024-05-31T07:11:24Z
dc.date.issued2019en_US
dc.identifier.issn0033-5177
dc.identifier.urihttps://doi.org/10.1007/s11135-018-0727-4
dc.identifier.urihttps://hdl.handle.net/20.500.12573/2166
dc.description.abstractIn this study business process management as a tool of improvement service quality is introduced and it is examined that how it can be used to improve service quality in hotel sector. It is assumed that re-engineering of the business processes in hotel may contribute to optimize the operational processes and service by focusing on guest service. All the interactions and transactions between the guest and the hotel during her/his stay, determine the type and nature of front ofce operations. The stages of guest stay are: (a) pre-arrival, (b) arrival and accommodation, (c) stay, and (d) departure. Each steps are analyzed and business process improvements are applied by case study approach in a hotel which is one of the biggest hotel in Tirana, Albania. As a result of this study valuable recommendations are developed to enhance guest service qualityen_US
dc.language.isoengen_US
dc.publisherSPRINGERen_US
dc.relation.isversionof10.1007/s11135-018-0727-4en_US
dc.rightsinfo:eu-repo/semantics/closedAccessen_US
dc.subjectBusiness process managementen_US
dc.subjectHospitality sectoren_US
dc.subjectHotel sectoren_US
dc.subjectGuest serviceen_US
dc.subjectAlbaniaen_US
dc.titleBusiness process management in hotels: with a focus on delivering quality guest serviceen_US
dc.typearticleen_US
dc.contributor.departmentAGÜ, Yönetim Bilimleri Fakültesi, İşletme Bölümüen_US
dc.contributor.authorID0000-0002-5037-8760en_US
dc.contributor.authorID0000-0002-9616-3060en_US
dc.contributor.institutionauthorÖzdemir, Ali İhsan
dc.contributor.institutionauthorÇolak, Abdullah
dc.identifier.volume53en_US
dc.identifier.startpage2305en_US
dc.identifier.endpage2322en_US
dc.relation.journalQuality and Quantityen_US
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanıen_US


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