Quality - a competitive advantage on the hotel services market. Case study: Marriott Hotels & Resort versus Radisson Blu

Abstract

The success of a business is determined by how customers perceive the quality they offer. Therefore, the activity of any organization should be directed towards knowing the needs of consumers, who have become better acquainted with the assessment of the quality of products and services and therefore increasingly demanding. The purpose of this paper is to identify the quality strategies implemented by two hotel chains recognized internationally.