Çolak, Abdullah

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Profile URL
https://hdl.handle.net/20.500.12573/2601
Name Variants
Abdullah ÇOLAK
Çolak, Abdullah
Job Title
Arş. Gör.
Email Address
abdullah.colak@agu.edu.tr
Main Affiliation
03.01. İşletme
Status
Current Staff
Website
ORCID ID
0000-0002-5037-8760
Scopus Author ID
57996161900
Turkish CoHE Profile ID
56296
Google Scholar ID
f2idXBcAAAAJ
WoS Researcher ID
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photo_5065_Abdullah_Colak.jpeg (5.28 KB)

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    Article
    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.