The Economics of Quality Management in the Irish Hotel Industry

Abstract

of Chapter 2 Chapter 2 addresses the first research objective of this study. The literature review aims to provide a theoretical analysis of the economics of quality logic in the hotel industry. In this context, an attempt was made to define this study’s original academic concepts of quality management, performance measurement and benchmarking through an interdisciplinary study of services marketing and management and tourism economics. Specifically, the literature review focuses on the ideology that quality management requires resources, that can positively or negatively influence hotel performance. As such, Chapter 2 explores, theoretically, the realm of possibility in conceptualising quality management as a non-financial performance indicator in the hotel industry. This chapter concludes by revealing the research gaps that emerged from a review of the academic literature, as well as developing the study’s conceptual framework. Abstract of Chapter 3of Chapter 3 Chapter 3 presents a justification for the methodological underpinning of the investigation process employed in this doctoral study. The research methodology chapter opens with a discussion of how the research gaps identified in the academic literature inform the study’s research questions and four objectives. The chapter next provides a defence of the mixed methods research approach employed in this study. This is followed by an overview of the mixed methods research strategy, addressing specifically the reasons for undertaking a survey and a case study. The chapter continues by outlining how the chosen research methods form part of the sequential twophase research design. This treatise is further enhanced by a rationale of the data collection and analysis procedures employed during the two phases of this research. The chapter concludes with a reflection on the quality of this exploration and the methodological limitations, followed by the ethical considerations. Reardon (2022) / European Journal of Tourism Research 31, 3118 5 Abstract of Chapter 4 Chapter 4 is the first of two chapters presenting the findings from Phase 1 of the sequential two-phase mixed methods research design employed in this study. This chapter presents the results of Research Phase 1, namely, the self-administered questionnaire, and focuses on the findings relating to Research Objective 2. The purpose of the chapter is to critically analyse the questionnaire findings, as well as the procedures for obtaining them. The chapter begins with an overview of the hypotheses for testing which were first introduced in Chapter 3. The chapter then proceeds with a preliminary analysis of the questionnaire data to select appropriate statistical techniques for the hypothesis testing. The empirical findings of the research are then presented. To conclude this chapter, the data collected from the self-administered questionnaire is analysed within the confines of the research hypotheses, thus, addressing the second research objective of this study, and contextualising the findings in the pertinent literature. Abstract of Chapter 5 Chapter 5, the second of the findings chapters, presents the results of Research Phase 2 to address Research Objective 3. The chapter begins with an overview of the case study context, specifically detailing key characteristics of the single case of Hotel X. The chapter is then divided into two distinct phases of analysis, namely, the service productivity analysis and the PSA. The service productivity analysis contributes to the overall aim of this doctoral research by measuring the a) internal efficiency, b) external efficiency, and c) capacity efficiency, of Hotel X’s service processes. The empirical findings of this analysis then contribute to the PSA of Hotel X which concludes this chapter.of Chapter 5 Chapter 5, the second of the findings chapters, presents the results of Research Phase 2 to address Research Objective 3. The chapter begins with an overview of the case study context, specifically detailing key characteristics of the single case of Hotel X. The chapter is then divided into two distinct phases of analysis, namely, the service productivity analysis and the PSA. The service productivity analysis contributes to the overall aim of this doctoral research by measuring the a) internal efficiency, b) external efficiency, and c) capacity efficiency, of Hotel X’s service processes. The empirical findings of this analysis then contribute to the PSA of Hotel X which concludes this chapter. Abstract of Chapter 6of Chapter 6 Chapter 6 re-evaluates the existing theoretical foundations of this doctoral research considering the findings presented in Chapters 4 and 5. The chapter concludes by advancing a holistic approach to the economics of quality management in the hotel industry, by revisiting the preliminary conceptual framework presented in Chapter 2 and integrating the empirical findings. A detailed discussion of this conceptual framework is provided to illustrate where and how the theoretical constructs of this study contribute to knowledge and practice. The resulting holistic framework for exploring the economics of quality management in the hotel industry signifies the interdisciplinary contribution of this doctoral research and addresses Research Objective 4. Abstract of Chapter 7 Chapter 7 revisits the four research objectives underpinning this study, as well as the corresponding research questions and how they have been addressed. The overarching contribution of this study is the application of the economics of quality logic to the exploration of quality management resources, which can positively or negatively influence hotel performance. Hence, the second part of this chapter draws attention to the relative importance of this doctoral research by outlining the key contributions to theory, practice and management and the wider policy implications of this study. The chapter concludes by reflecting on the overall scope and limitations of the study at hand, as well as recommendations for further research and final remarks.of Chapter 7 Chapter 7 revisits the four research objectives underpinning this study, as well as the corresponding research questions and how they have been addressed. The overarching contribution of this study is the application of the economics of quality logic to the exploration of quality management resources, which can positively or negatively influence hotel performance. Hence, the second part of this chapter draws attention to the relative importance of this doctoral research by outlining the key contributions to theory, practice and management and the wider policy implications of this study. The chapter concludes by reflecting on the overall scope and limitations of the study at hand, as well as recommendations for further research and final remarks. References Altin, M., Koseoglu, M. A., Yu, X., & Riasi, A. (2018). Performance measurement and management research in the hospitality and tourism industry. International Journal of Contemporary Hospitality Management, 30(2), 1172-1189. https://doi.org/10.1108/IJCHM-05-2017-0251 The economics of quality management in the Irish hotel industry 6 Creswell, J. W., & Plano Clark, V. L. (2018). Designing and conducting mixed methods research (3rd ed.), Los Angeles: SAGE. Farrington, T., Antony, J., & O’Gorman, K. D. (2018). Continuous improvement methodologies and practices in hospitality and tourism. International Journal of Contemporary Hospitality Management, 30(1), 581-600. https://doi.org/10.1108/IJCHM-03-2017-0141 Grönroos, C., & Ojasalo, K. (2004). Service productivity Towards a conceptualization of the transformation of inputs into economic results in services. Journal of Business Research, 57(4), 414423. https://doi.org/10.1016/S0148-2963(02)00275-8 Gummesson, E. (2014). Productivity, quality and relationship marketing in service operations: A revisit in a new service paradigm. International Journal of Contemporary Hospitality Management, 26(5), 656-662. https://doi.org/10.1108/IJCHM-01-2014-0017 Heras-Saizarbitoria, I., Arana, G., & Boiral, O. (2015). Do ISO 9001-certified hotels get a higher customer rating than non-certified ones? International Journal of Hospitality Management, 51, 138-146. https://doi.org/10.1016/j.ijhm.2015.08.006 Kotas, R., & Wanhill, S. (1981). PSA Its Nature, Significance, and Application. International Journal of Tourism Management, 2(3), 176-188. https://doi.org/10.1177/0047287582020003109 Lai, I. K. W., Hitchcock, M., Yang, T., & Lu, T. W. (2018). Literature review on service quality in hospitality and tourism (1984-2014): Future directions and trends. International Journal of Contemporary Hospitality Management, 30(1), 114-159. https://doi.org/10.1108/IJCHM-08-2016-0408 Saunders, M., & Lewis, P. (2018). Doing Research in Business & Management. An Essential Guide to Planning Your Project (2nd ed.), Harlow: Pearson Education Limited. Singal, M. (2015). How is the hospitality and tourism industry different? An empirical test of some structural characteristics. International Journal of Hospitality Management, 47, 116-119. https://doi.org/10.1016/j.ijhm.2015.03.006 Skalpe, O., & Sandvik, K. (2002). The economics of quality in the hotel business. Tourism Economics, 8(4), 361-376. https://doi.org/10.5367/000000002101298188 Received: 30/07/2021 Accepted: 11/11/2021 Coordinating Editor: Faizan Ali