Çolak, Abdullah

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Job Title:Arş. Gör.
Email Address:abdullah.colak@agu.edu.tr
Main Affiliation:03.01. İşletme
Status: Current Staff
ORCID:ORCID Profile0000-0002-5037-8760
Scopus ID:Scopus Profile57996161900
YÖK Akademik: D7266C209F682F81
Google Scholar:Google Scholar Profilef2idXBcAAAAJ
Name Variants:
Abdullah ÇOLAK Çolak, Abdullah
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Author of Publication: search.filters.isAuthorOfPublication.1eac788e-1b74-40de-b69b-f8dc4a0ab95e

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  • Article
    Citation - Scopus: 20
    Business Process Management in Hotels: With a Focus on Delivering Quality Guest Service
    (Springer Netherlands rbk@louisiana.edu, 2018-03-10) 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.

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