The overall performance of the service system is very much influenced by the
performance of both service stages (Dorsch et al., 1997). Therefore, any attempt to
improve the overall performance of the service system must systematically incorporate
and integrate the service performance aspects related to service efficiency, quality, and
availability of the two service stages. In this context, the service operational system of
a hospitality organization is no exception. The two service stages of hospitality
operational system must be measured and monitored to ensure the overall service
operational effectiveness. This requires close attention to service efficiency, quality
and availability.