Exploring the core elements of service process structure in hotel industry: are there any common models and definitions?

Abstract EN

There is an extensive literature confirming that overall business performance can be enhanced by adopting a process-based view of the business that is measured through quality outcomes and customer satisfaction.

the importance of focusing attention on business processes is widely recognized and accepted although all uncertainties and operating difficulties within management practice.

our study was motivated by the idea that the lack of well-established conceptual models and definitions of business process play a role in the challenge and difficulty facing organizations when to put the notion of process into practice depending on which processes belonging to a particular activity.

the aim of this paper is to describe the findings from the study aiming at forming the conceptual apparatus of service process in hotels to improve service process outcomes in a more systematic manner.

by analyzing the data obtained through in-depth interviews, there are several descriptions and definitions of service process from three different perspectives provided by hotel managers, but none that seems to be really widespread and well-established definition with a high emphasis on operational standard procedures (sops) of hotel activities and the value can be added through the effective and accurate implementation.

thus, there is a need to pay more attention to additional core elements of service processes while planning hotel operation processes and preparing the relevant sops by the owner company.