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Service Quality and Competitiveness in the Hospitality Sector

Author

Listed:
  • Juan A. Campos-Soria
  • Luis González García
  • Miguel A. Ropero García

Abstract

This paper analyses and quantifies the main interrelationships between service quality and the competitiveness of hotels, distinguishing between external and internal effects. The external effects were evaluated according to customer satisfaction, its influence on the sales volume and the client's willingness to pay. The internal effects of quality on competitiveness were estimated using average direct costs. The sign and value of the estimated coefficients were used to examine a set of hypotheses for improving the competitiveness of hotels. The direct, positive effect of high service quality on competitiveness is a particularly important finding.

Suggested Citation

  • Juan A. Campos-Soria & Luis González García & Miguel A. Ropero García, 2005. "Service Quality and Competitiveness in the Hospitality Sector," Tourism Economics, , vol. 11(1), pages 85-102, March.
    • Handle: RePEc:sae:toueco:v:11:y:2005:i:1:p:85-102
    DOI: 10.5367/0000000053297194
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    References listed on IDEAS

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    1. Bolton, Ruth N & Drew, James H, 1991. "A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 17(4), pages 375-384, March.
    2. Fine, Charles H., 1983. "Quality control and learning in productive systems," Working papers 1494-83., Massachusetts Institute of Technology (MIT), Sloan School of Management.
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    Cited by:

    1. Thang Quyet Nguyen & Nguyen Thanh Long & Thanh-Lam Nguyen, 2019. "Impacts of corporate social responsibility on the competitiveness of tourist enterprises: An empirical case of Ben Tre, Vietnam," Tourism Economics, , vol. 25(4), pages 539-568, June.
    2. Egon Smeral, 2013. "Tourismus 2025: Entwicklungsperspektiven und Strategien für den ländlichen Raum," WIFO Studies, WIFO, number 47070, Juni.
    3. Egon Smeral, 2007. "Tourismusstrategische Ausrichtung 2015: Weichenstellung im österreichischen Tourismus für mehr Wachstum und Beschäftigung," WIFO Studies, WIFO, number 28918, Juni.
    4. Sancharan Roy, 2011. "Competitiveness in Service Sector," Global Business Review, International Management Institute, vol. 12(1), pages 51-69, February.
    5. Egon Smeral, 2008. "Das österreichische Beherbergungs- und Gaststättenwesen im regionalen Vergleich," WIFO Studies, WIFO, number 33960, Juni.

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