Service quality, empowerment and ethics in the South African hospitality and tourism industry and the road ahead using ISO9000/1
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Date
2008
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Abstract
The study investigates the concept of quality service in the Hospitality and Tourism Industry. What quality service means to different customers may vary considerably from individual to individual and from country to country. It is nevertheless an indispensable aspect of business which has far more points of congruence than diversity. Customers are the very lifeblood of a service industry business and indeed all businesses. It is therefore vital that management permanently remove any and all of the obstacles which appear in quality service provision. What is the remedy to poor service and how can management be proactive in the pursuit of excellence in quality service provision? This research strives to analyze various opinions and theories on what it is precisely that quality service means and how hospitality and tourism managers can benefit their operations by ongoing commitment to quality service provision and by genuinely empowering and motivating their employees. South Africa as a growing international tourist destination needs to improve its service provision to meet global standards-ISO9000/1 is the ideal tool.
To an extent, using the WEB and Internet can also greatly improve the Tourism and Hospitality industry quality service provision in South Africa and give the country a strategic competitive advantage in the international marketplace.
Ethical behaviour in the hotel industry is also non-negotiable. Ethics is “good economics”. Suggestions are made as to how an ethics policy including a formal code of conduct can be developed which defines the standards of personnel behaviour in hotels. All employees can and should be motivated to provide excellence in service quality and positively influence the behaviour of employees under their charge. An appropriate and conducive to business approach is not only desirable but non-negotiable. ISO9000/1 certification implementation in the hotel industry has many benefits for companies which hold it and addresses most of the issues stated above.
Description
A thesis submitted to the Faculty of Commerce in fulfillment of the requirements for the Doctor of Commerce degree at the University of Zululand, 2008.
Keywords
Hospitality and Tourism Industry, ISO9000/1