Benchmarks in hospitality and tourism / Sungsoo Pyo, editor. - Binghamton, NY : Haworth Hospitality Press, 2001. - 164 p. : ill. ; 22 cm.

"Has been co-published simultaneously as Journal of quality assurance in hospitality & tourism, volume 2, numbers 3/4 2001."

Includes bibliographical references and index.

Introduction. - ARTICLES: - An overview of benchmarking literature: its strengths and weaknesses. - Metin Kozak, Kevin Nield. - Guest satisfaction barometer and benchmarking: experiences from Austria. - Kurt Matzler, Harald Pechlaner. - A Heuristic model for benchmarking SME hotel and restaurant businesses on the internet. - Karl W. Wober. - Development opportunities for a tourism benchmarking tool- The case of Tyrol. - Matthias Fuchs, Klaus Weiermair. - Benchmarking best practice in hotel font office: The Western european experience. - Tom Baum, Peter Odgers. - Managing quality in hotel excelsior. - Vesna Vrtiprah. - Serviced accommodation, environmental performance and benchmarks. - David Leslie. - Environmental management systems for caribbean hotels and resorts: A case study of five properties in Jamaica. - Bill Meade, Joe Pringle. - Index.

0789019159 (pbk : alk. paper)

Benchmarking (Management)
Hospitality industry--Management.

647.940684 / SUN