SOCIO-CULTURAL ISSUES OF QUALITY MANAGEMENT IN HOSPITALITY INDUSTRY ENTERPRISES
Abstract
The article is devoted to analyzing and generalizing modern social and cultural problems of quality management in hotel and restaurant business enterprises in different countries. Studies of the influence of social and cultural factors on the practice of quality management at hospitality industry enterprises are relevant given the growing role of the relevant sector of the world economy and the problem of its development in crisis conditions. The research used methods of analysis of literary sources, structural analysis, data visualization, synthesis, and generalization. Scientific works were analyzed, highlighting the results of research by foreign scientists on various aspects and problems of the development of the modern tourism and hospitality industry under the influence of socio-cultural factors. Special attention is paid to research on ensuring the quality of hospitality services in a multicultural environment. Two main groups of social and cultural quality management problems at hospitality industry enterprises are analyzed - related to the expectations and needs of guests and personnel management in a multicultural environment. A structural diagram highlighting the mentioned problems has been developed. Several socio-cultural aspects that need to be taken into account to ensure the effective functioning of quality management systems at enterprises of the hospitality industry are highlighted, in particular, different expectations of guests, the multiculturalism of modern personnel potential, the presence of cultural stereotypes, the complex interaction of processes of regionalization and globalization; different concepts of time and styles of communication, religious and ethical sensitivity, customs and traditions of different social groups and countries; legislative and regulatory issues; language barriers, etc. It is concluded that the development of the modern hospitality industry will depend on successfully integrating the best global practices with local characteristics, creating a dynamic range of culturally rich and high-quality services. The practical significance of the research results lies in the identification of modern problems and trends of quality management at HORECA enterprises in a multicultural environment, the solution of which, along with guaranteeing the safety of guests, can be the foundation for preserving the potential of the hospitality industry in crisis conditions.
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Kandampully, J., Zhang, T., & Bilgihan, A. (2015). Customer loyalty: a review and future directions with a special focus on the hospitality industry. International Journal of Contemporary Hospitality Management, 27(3), 379-414. DOI: https://doi.org/10.1108/IJCHM-03-2014-0151
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Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
Pinke-Sziva, I., Smith, M., Olt, G. and Berezvai, Z. (2019). Overtourism and the night-time economy: a case study of Budapest. International Journal of Tourism Cities, 5(1), 1-16. DOI: https://doi.org/10.1108/IJTC-04-2018-0028
Scheyvens, R. (1999). Ecotourism and the empowerment of local communities. Tourism Management, 20(2), 245-249. DOI: https://doi.org/10.1016/S0261-5177(98)00069-7
Sequera, J., & Nofre, J. (2020). Touristification, transnational gentrification and urban change in Lisbon: The neighbourhood of Alfama. Urban Studies, 57(15), 3169-3189. DOI: https://doi.org/10.1177/0042098019883734
Shareef, R., & McAleer, M. (2006). Modelling international tourism demand and volatility in small island tourism economies. International Journal of Tourism Research, 7(6), 313-333. DOI: https://doi.org/10.1002/jtr.538
Tarí, J. J., Claver-Cortés, E., Pereira-Moliner, J., & Pereira, J. (2010). Levels of quality and environmental management in the hotel industry: Their joint influence on firm performance. International Journal of Hospitality Management, 29(3), 500-510. DOI: http://dx.doi.org/10.1016/j.ijhm.2009.10.029
Taylor, H. L., & McGlynn, L. (2009). International tourism in Cuba: Can capitalism be used to save socialism? Futures, 41(6), 405-413. DOI: https://doi.org/10.1016/j.futures.2008.11.018
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