Hotel classification systems have been questioned on some occasions due to the loss of credibility of stars as a quality standard and because they are sometimes subject to outdated criteria. In any case, this system allows reducing the adverse effects of asymmetric information, characterized in a market such as the hospitality industry.
The present study aimed to understand the relationships between the various kinds of feedback received by hospitality operators. Information from guests, experts, and internal sources are often received, valued, and processed in various ways.
This study investigates the relationship between the hotel rating system, service quality improvement, and hotel performance changes in Thailand. A total of 306 hotel managers participated in the study and shared their perceptions of the impacts of the Thailand Hotel Standard on hotel service quality improvement.