Managers considered intense hotel environment competition and high expectations of
increasingly knowledgeable and discerning customers, compelling and non-negotiable
survival contextual issues. They reported that search for competitive differentiation and
advantage forced them to focus on quality and performance improvements. One manager
observed that:
15
Murasiranwa et al.: Hotel Service Quality and Business Performance
Published by ScholarWorks@UMass Amherst, 2010