Best practice and benchmarking for the Australian hotels industry

Norma J. Harrison*, Brian R. Harrison, Robert J. Cain

*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceedingConference proceeding contribution

Abstract

Comparative studies between hotels have traditionally been limited to financial measures. It was not apparent how these performance levels were related to the operations' processes and they did not offer a guide to enterprise improvement. In view of the rapid growth in inbound tourism in Australia, a benchmarking study was designed to obtain the critical factors that affected the business environment of the hospitality sector of the tourism industry in New South Wales. This project used a service management model to examine the relationship between the development of capabilities of hotels and their performance results.

Original languageEnglish
Title of host publicationProceedings - Annual Meeting of the Decision Sciences Institute
Place of PublicationHouston, TX
PublisherDecis Sci Inst
Pages1467-1469
Number of pages3
Volume3
Publication statusPublished - Nov 1997
EventProceedings of the 1997 Annual Meeting of the Decision Sciences Institute. Part 1 (of 3) - San Diego, CA, USA
Duration: 22 Nov 199725 Nov 1997

Other

OtherProceedings of the 1997 Annual Meeting of the Decision Sciences Institute. Part 1 (of 3)
CitySan Diego, CA, USA
Period22/11/9725/11/97

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Harrison, N. J., Harrison, B. R., & Cain, R. J. (1997). Best practice and benchmarking for the Australian hotels industry. In Proceedings - Annual Meeting of the Decision Sciences Institute (Vol. 3, pp. 1467-1469). Houston, TX: Decis Sci Inst.