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make hotel operation much morę predictable and the guest can always count on the ąuality they expect to receive. At the same time the role of customisation came to my mind when the flexibility of the hotel operation was the ąuestion and a lot of changes were not possible because of the lack of flexibility or the strictness of the standards. It was the time when I decided to prove that these two concepts can co-exist and maybe they can even strengthen each other and contribute to the performance of the hotel.
1.2 The goals of the research
After summarising my practical experience and reviewing several authors’ work, articles and books considering the concept of service as a base of hotel services and standardisation and customisation, the following research goals were formed.
- How can the level of standardisation and customisation be determined?
- What characteristics can influence the level of standardisation?
- Are there any connections between standardisation and customisation or are they independent as it is often suggested in the literaturę?
- Are some groups of standards morę important than others?
- What kind of performance indicators are there in hotels? How their relations look?
- Is hotel chain membership the only factor which influences the level of standardisation?
- Do standardisation and customisation help hotels increase their performance?
These research goals are going to be answered at the end of the thesis.
1.3 The structure of the thesis
The aim of the research is to be able to response to the above mentioned ąuestions. To fulfil this goal both the theoretical background and empirical research are needed.
After the Introduction, the theoretical background - Literaturę review - is going to be introduced with the aim of presenting and analysing the most important theories related to the topie. The Definitions and interpretation for services subchapter describes the areas of different service ideas and highlights why services and products should not be dealt with
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