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2.6.1    Definition for hotels...........................................................................................75

2.6.2    Hotel chains........................................................................................................76

2.6.3    Situation of Hotels in Hungary...........................................................................77

2.6.4    Problems in the Hungarian hotel sector.............................................................80

2.6.5    Conclusion..........................................................................................................83

3    Research objectives and hypotheses.................................................................................84

3.1    Research objectives...................................................................................................84

3.2    Research ąuestions....................................................................................................84

3.3    Hypotheses.................................................................................................................85

4    Empirical research............................................................................................................90

4.1    The research process..................................................................................................90

4.1.1    Determining the population................................................................................90

4.1.2    The interview and validation..............................................................................91

4.1.3    The ąuestionnaire...............................................................................................92

4.2    Sample characteristics...............................................................................................95

4.3    Testing the hypotheses...............................................................................................99

4.3.1    The analysis of hotel characteristics and the level of standardisation

(Hypotheses 1)..................................................................................................................99

4.3.2    Searching for the relationship between standardisation and customisation

(Hypothesis 2)................................................................................................................112

4.3.3    Determining the most important standards......................................................119

4.3.4    Grouping the performance indicators...............................................................129

4.3.5    The role of the level of standardisation and customisation and the performance

indicators........................................................................................................................132

5    Research result summary...............................................................................................135

5.1    Novelty of the research............................................................................................136

5.2    Collection of theses.................................................................................................136

5.3    Further research.......................................................................................................140

6    References......................................................................................................................142

7    Appendix........................................................................................................................163

4