Putting the Dollar Signs on Quality: The Cost of Experienced Problems in the Hotel Industry

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Abstract

This work presents a calculation for the cost of problems experienced in the hotel industry. The calculation is then applied both to the cost of problems experienced and the cost of problems not reported. The calculation presents data at the brand level to illustrate the calculation. By using this formula, hotels, brands, and companies can both identify and monitor the dollar cost of problems experienced to help in their cost/benefit analysis of service improvement efforts.

Original languageEnglish (US)
Pages (from-to)87-97
Number of pages11
JournalInternational Journal of Hospitality and Tourism Administration
Volume14
Issue number1
DOIs
StatePublished - Jan 2013

All Science Journal Classification (ASJC) codes

  • Tourism, Leisure and Hospitality Management

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