The effectiveness of hospitality service operations: measurement and implementation concerns

Purpose – The purpose of this paper is to propose a systematic approach to measuring, tracking, monitoring and continuously improving service efficiency, availability and quality in hospitality operational settings.Design/methodology/approach – The proposed measure of service operational effectiveness (SOE) consists of three indicators. They include the availability indicator, the quality indicator, and the efficiency indicator.Findings – The paper finds that the proposed operational performance approach based on the SOE is consistent with the themes of performance measures and measurement reported in the literature.Research limitations/implications – In this paper, the proposed service operational effectiveness approach represents a serious attempt at quantifying the key facets of service effectiveness in hospitality operational settings. The validation of this performance assessment and measurement approach is worthy of future research.Practical implications – The paper sees that the approach advocated ...

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