Decision making concerning operational processes: A hotel perspective
Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Due to the intense competition in the hotel industry the service quality is of outmost importance to maintain a competitive edge. In order to enable this, the functioning of the front line processes becomes vital in the sense of being able to deliver the expected service. To therefore decide which processes should exist, and how they should be designed in order to be as efficient and effective as possible, becomes extremely important. This study therefore focuses on the decision making regarding those processes on the operational level in a hotel hierarchy. The aim is to find out at what level these types of decisions are made, and why.The study has been conducted in a qualitative manner using documentation alongside interviews. By going deeper into one of the decisions made at Nordic Choice Hotels it became clearer on what is being considered when they are made. The results from the study points towards larger decisions having a decision making process more spread out over the hierarchy than those of smaller magnitude in order to make the decision making as efficient and effective as possible.
Place, publisher, year, edition, pages
2013. , 60 p.
Social Behaviour Law
Samhälls-, beteendevetenskap, juridik, Decision making, Hotel industry, Operational processes
IdentifiersURN: urn:nbn:se:ltu:diva-45099Local ID: 2d45eaaf-498d-4bd2-a60a-f4dff47764b8OAI: oai:DiVA.org:ltu-45099DiVA: diva2:1018379
Subject / course
Student thesis, at least 15 credits
Business Administration, bachelor's level
Validerat; 20130618 (global_studentproject_submitter)2016-10-042016-10-04Bibliographically approved