Impact of quality on estimations of hotel efficiency

Arbelo-Pérez, Marta; Arbelo, Antonio; Pérez-Gómez, Pilar

doi:10.1016/j.tourman.2017.02.011

Cited by 46 publications

(41 citation statements)

References 64 publications

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“…The hotel industry appears to take advantage of room attendants for their own profit and these productive workers need to be in a position to appropriate the surplus value they create (Burczak, 2012). The intangibility and immediacy of service work complicates the management of service quality, and this is compounded by demands of efficiency and costs (Arvelo-Pérez, Arbelo & Pérez-Gómez, 2017). So what appears to be effective and functional at the strategic level may not appear so to the operational level and particularly in the delivery of service quality (Bolton & Houlihan, 2010).…”

Section: Discussionmentioning

confidence: 99%

Hotel room attendants’ delivery of quality service

Kensbock

Patiar

Jennings

2017

Tourism and Hospitality Research

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Hotel room attendants' delivery of quality service 3 Abstract Illuminating the physical difficulties experienced by hotel room attendants in delivering service quality at 5-star hotels on the Gold Coast region of South East Queensland, Australia, our research was founded on socialist-feminist and critical-theory epistemologies. In-depth interviews were conducted with a sample of 46 hotel room attendants. We used a qualitative, social-constructivist, grounded-theory methodology to render the empirical material into a basic social structural process of tasking. Tasking offers a conceptual framework of room attendants' daily employment experiences as they transform hotel rooms to prescribed standards. Tasking illustrates the high physical demands placed on room attendants, tantamount to exploitation from their own perspectives. Tasking contributes to research on employment experiences in hospitality, particularly on hotel praxis, delivery of quality customer service and the operational demands placed on room attendants. This paper presents the results of the first in-depth examination of the daily functions and roles of hotel room attendants.

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Section: Discussionmentioning

confidence: 99%

Hotel room attendants’ delivery of quality service

Kensbock

Patiar

Jennings

2017

Tourism and Hospitality Research

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“…Several authors also use SFA as a typical parametric frontier approach to analyze hotel efficiency (Anderson et al, 1999;Barros, 2004;Chen, 2007;Wang et al, 2006;Assaf and Magnini, 2012;Hu et al, 2010;Kim and Sangho, 2011;Oliveira et al, 2013b;Guetat et al, 2015;Arbelo-Pérez et al, 2017). For example, Arbelo-Pérez et al (2017) use a stochastic frontier model with a trans-log cost (profit) function to evaluate the cost (profit) efficiency of 838 hotels in Spain in the period 2009-2013 and focus on analyzing the impact of output quality on estimations of hotel efficiency. Compared with the DEA method, SFA assumes an explicit model for the underlying production relationship and allows for inefficiencies and random errors.…”

Section: The Evaluation Of Hotel Efficiencymentioning

confidence: 99%

Higher tourism specialization, better hotel industry efficiency?

Zhang

Zhou

et al. 2020

International Journal of Hospitality Management

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A B S T R A C TThis study examines the effects of both specialization in tourism and market competition on the efficiency of the hotel industry. For this purpose, stochastic frontier analysis (SFA) was employed to evaluate the efficiency of the hotel industry on a provincial level in China and to analyze how it is impacted by specialization in tourism and market competition. The results confirm that tourism specialization and market competition exert a synergistic effect on hotel industry efficiency in China. This study finds that tourism development as represented by a high level of tourism specialization by a destination does not guarantee high efficiency in hotels but does enhance the negative effect of market competition on hotel industry efficiency. Significant policy and managerial implications stem from these findings.

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“…Exceptions are the works by Oliveira et al (2013b) and Arbelo et al (2018) where revenue and profit efficiency are considered, respectively. Arbelo-Pérez et al (2017) point out that cost inefficiency has several drawbacks since it does not differentiate between hotels in terms of the quality of their services.…”

Section: Literature Reviewmentioning

confidence: 99%

Efficiency evaluation of hotel chains: a Spanish case study

Deng

Veiga

Wiper

2019

SERIEs

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The tourism industry, in particular the hotel sector, is a highly competitive market. In this context, it is important that an hotel chain operates efficiently if it wants to improve or maintain its market position. The objective of this work is to compare the relative efficiency of hotel chains operating in Spain. To do this, we have designed a stochastic frontier model to measure revenue efficiency as a function of various different inputs such as total staff or number of rooms. Given that chains vary considerably in size, both inputs and outputs are normalized by an appropriate size measure. In contrast to most previous work, we account for heterogeneity in hotel chains by introducing relevant variables, such as the proportion of hotels in the chain with three stars or fewer, into the efficiency term of the stochastic frontier model. Our results suggest that in the Spanish case, in the period of the economic crisis, hotel chains increase overall revenue by investing in fewer, big hotels rather than more, small hotels. Furthermore, in terms of revenue efficiency, it appears better for hotel chains to invest in hotels of three or fewer stars than in higher star rated hotels. Finally, there is no clear evidence of a relationship between the size of a hotel chain and its efficiency.

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Impact of quality on estimations of hotel efficiency

Cited by 46 publications

References 64 publications

Hotel room attendants’ delivery of quality service

Hotel room attendants’ delivery of quality service

Higher tourism specialization, better hotel industry efficiency?

Efficiency evaluation of hotel chains: a Spanish case study

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