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Corporate standards as a service quality management tool in the hospitality industry

Vol. 17, Iss. 11, NOVEMBER 2018

Received: 10 September 2018

Received in revised form: 21 September 2018

Accepted: 28 September 2018

Available online: 29 November 2018


JEL Classification: D29, G39, L89, M19, O14

Pages: 2131–2146

Efremova M.V. National Research Lobachevsky State University of Nizhny Novgorod (UNN), Nizhny Novgorod, Russian Federation

ORCID id: not available

Chkalova O.V. National Research Lobachevsky State University of Nizhny Novgorod (UNN), Nizhny Novgorod, Russian Federation

ORCID id: not available

Efremov A.S. National Research Lobachevsky State University of Nizhny Novgorod (UNN), Nizhny Novgorod, Russian Federation

ORCID id: not available

Subject The article addresses the role of corporate standards in improving the efficiency of service quality management in the hotel industry.
Objectives The purpose is to clarify and expand theoretical and methodological tenets of service quality management in the hospitality industry, offer tools for corporate standards development and implementation, give recommendations to enhance the service quality management.
Methods The study rests on logical approaches to analysis and development of ways to improve the efficiency of service quality management in hotels on the basis of corporate standards.
Results We refined the terminology, role and relevance of corporate standards in the hospitality industry, analyzed the purpose, objectives, functions and structure of corporate standards, and described their types and salient features. The paper offers tools to develop and implement corporate standards, underpins the role of process approach when working out the service standards, includes a list of service standards for hotels and recommendations to improve the efficiency of service quality management based on corporate standards.
Conclusions Corporate standards are a significant tool to manage hotel services. The paper presents mechanisms to implement corporate standards in the hospitality sphere.

Keywords: corporate standard, service standard, quality standards, hospitality management, hotel services


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