Benchmarking the benchmarks, 1-5.
An overviw of benchmarking literature: its strengths and weaknesses, 7-23.
Guest satisfaction barometer and benchmarking: expiriences from Austria, 25-47.
A heuristic model for benchmarking SME hotel and restaurant businesses on the internet, 49-70.
Development opportunities for a tourism benchmarking tool- the case of Tyrol, 71-91.
Benchmarking best practice in hotel front office: the western european experience, 93-109.
Managing quality in hotel excelsior, 111-126.
Environmental management systems for caribbean hotels and resorts: a case study of five properties in Jamaica, 149-159.