Browsing by Author "Ozdemir, Ali Ihsan"

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Citation - Scopus: 16
Business Process Management in Hotels: With a Focus on Delivering Quality Guest Service
(Springer Netherlands rbk@louisiana.edu, 2019) Ozdemir, Ali Ihsan; Çolak, Abdullah; Shmilli, Jerina
In this study business process management as a tool of improvement service quality is introduced and it is examined that how it can be used to improve service quality in hotel sector. It is assumed that re-engineering of the business processes in hotel may contribute to optimize the operational processes and service by focusing on guest service. All the interactions and transactions between the guest and the hotel during her/his stay, determine the type and nature of front office operations. The stages of guest stay are: (a) pre-arrival, (b) arrival and accommodation, (c) stay, and (d) departure. Each steps are analyzed and business process improvements are applied by case study approach in a hotel which is one of the biggest hotel in Tirana, Albania. As a result of this study valuable recommendations are developed to enhance guest service quality. © 2019 Elsevier B.V., All rights reserved.
Citation - WoS: 6
Citation - Scopus: 10
Determining Critical Success Factors Related to the Effect of Supply Chain Integration and Competition Capabilities on Business Performance
(Springer, 2015) Ozdemir, Ali Ihsan; Simonetti, Biagio; Jannelli, Roberto
This study analyzes those critical success factors related to supply chain integration (SCI) and competition capabilities (CC) and which have more effect on business performance (BP) by using a structural equation model. For this purpose, the relationship between integration, CC and BP has been analyzed. Data was obtained from the survey that applied to Turkish Small and Medium Sized Enterprises (SMEs) and we examined the critical factors by using a Structural Equation Model to analyze which factors have more effect on BP. As a result of the study it was found that there are positive associations between SCI and CC, and both SCI-CC and BP and it was also found that most critical factor that affects BP is reliability and the least important one is lower price.