Using soft systems methodology to manage hotels: a case study

Abstract

Complexity and a focus upon operations characterize the modern hospitality industry, and this often prevents management from spending time on reviewing strategic business activities. This article argues that soft systems methodology can be a useful tool to understand and map complexity and to solve problems. This approach is demonstrated in practice through the use of a fictional case study of the Faraway Hotel, where soft systems analysis helped the owner to think more objectively about improving his business.

Citation

Ingram, H. (2000), "Using soft systems methodology to manage hotels: a case study", Managing Service Quality: An International Journal, Vol. 10 No. 1, pp. 6-10. https://doi.org/10.1108/09604520010307003