A justified argument can be easily made regarding the applicability of a
machine-based performance approach to a people-oriented, service-based operational
system, such as in the case of a hospitality service operational system. However, two
counter arguments can be easily made. First, the components of measurement are both
applicable and relevant to both operational environments. Second, the notion of
benchmarking best measurement practices and procedures is not restricted by
operational and environmental similarities. As a case in point, service organizations, in
different services sectors, have successfully benchmarked the practices of their
manufacturing counterparts. In this context, service organizations have extracted
valuable lessons from the experiences of manufacturing organizations with regard to
customer satisfaction and quality improvements initiatives. Thus, the application of
the SOE approach in hospitality service operational settings is not only relevant but
also perhaps very much needed. Thus, the practical justification for such application is
established and justified.