Using soft systems methodology to manage hotels: a case study
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 February 2000
Abstract
Complexity and a focus upon operations characterize the modern hospitality industry, and this often prevents management from spending time on reviewing strategic business activities. This article argues that soft systems methodology can be a useful tool to understand and map complexity and to solve problems. This approach is demonstrated in practice through the use of a fictional case study of the Faraway Hotel, where soft systems analysis helped the owner to think more objectively about improving his business.
Keywords
Citation
Ingram, H. (2000), "Using soft systems methodology to manage hotels: a case study", Managing Service Quality: An International Journal, Vol. 10 No. 1, pp. 6-10. https://doi.org/10.1108/09604520010307003
Publisher
:MCB UP Ltd
Copyright © 2000, MCB UP Limited