Article1998

Benchmarking: destination attractiveness and small hospitality business performance

209 citations0/0 files storedInternational Journal of Contemporary Hospitality Management

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Diverse Aspects of Tourism Research Customer Service Quality and Loyalty Culinary Culture and Tourism

Abstract

Examines the role of benchmarking within the small hospitality sector. Argues that there is considerable potential for improving service quality by this means, not only in the small businesses themselves, but also in tourist destinations, which often depend heavily on this sector. While benchmarking activity is growing in large organizations, there has been limited application among small hospitality businesses. Examines the reasons for this, and discusses how benchmarking, linked to external awards and grades, can offer advantages and bring about improvements in competitiveness for both small hospitality businesses and destinations. Consumers also benefit through clearer indication of the service likely to be offered, so that their service expectations are more likely to correspond with performance, and their satisfaction with the destination to be increased. Argues that external benchmarking needs to be directed by local authorities, so that it matches the destination’s planned strategic development.

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References

1989Benchmarking: the search for industry best practices that lead to superior performance 2002The Five Stages of Small Business Growth 1981A Small Business Is Not a Little Big Business 1999Measuring tourist destination competitiveness: conceptual considerations and empirical findings 1985The Tourism System: An Introductory Text 1995Tourist Destination Management: Issues, Analysis, and Policies 2010Benchmarking for Best Practice 1996Benchmarking for Best Practice: Continuous Learning Through Sustainable Innovation

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