1. The results suggest that competition is a non-negotiable external contextual factor
that is crucial to the survival of any hotel organisation. The fast-changing and highly
competitive environment that hotels operate in demands that hotel managers search
and implement strategies that improve the offer and create a unique and sustainable
competitive advantage.
2. The results reveal that hotel managers, under pressure from corporate leadership,
are forced to focus on short-term financial gains at the expense of customer
satisfaction. Adherences to strict budgets force managers to cut expenditure on
service quality improvements. While this approach may be desirable in the short
term, it is unsustainable in the long term. The results imply that corporate managers
are not allocating adequate resources for the implementation of continuous
improvements.