Abstract
The study’s aim was to understand the level of benchmarking adoption, its objectives and limitation among the hotel sector in Petra, Jordan. Through twelve semi-structured interviews with the hotel owners and managers, the study concluded that the hotel sector in Petra adopts the benchmarking concepts moderately. The study also revealed that competitiveness is the most important reason behind the adoption of benchmarking. Hotels benefit from benchmarking in market trends and being competitive. One important result is that the regional political conditions in the Middle East and the consequences of the Arab spring are the most important obstacles that prevent the adoption of benchmarking in the hotel sector in Petra. To the authors’ best knowledge, this study unprecedentedly integrates benchmarking using qualitative methods in researching the hotel sector in Petra.
Highlights
Hotels operate in a highly competitive market and place a strong emphasis on quality management in order to gain and maintain competitiveness (Patiar, Davidson & Wang, 2012)
Through twelve semi-structured interviews with the hotel owners and managers, the study concluded that the hotel sector in Petra adopts the benchmarking concepts moderately
One important result is that the regional political conditions in the Middle East and the consequences of the Arab spring are the most important obstacles that prevent the adoption of benchmarking in the hotel sector in Petra
Summary
Hotels operate in a highly competitive market and place a strong emphasis on quality management in order to gain and maintain competitiveness (Patiar, Davidson & Wang, 2012). Applying the principles of service quality and Total Quality Management (; TQM) is of great interest for both academics and practitioners in the tourism and hotel sector as well as in the other sectors. Narayan, Rajendran & Sai (2008) adopted a definition of benchmarking that calls for a process of measuring an organization's own performance against the of best-in-class organizations. They stressed on the fact that benchmarking is different in services from manufacturing organizations; the variation of quality concepts and applications is the main reason
Sign-in/Register to view highlights & summary Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
