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Quality homes, quality people: the challenge of quality grading in small acommodation enterprises

Lynch, P.A. and Tucker, H. (2003) Quality homes, quality people: the challenge of quality grading in small acommodation enterprises. In: Small Firms in Tourism: International Perspectives. Elsevier, pp. 183-197. ISBN 0080441327

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Abstract

This chapter reflects critically on the relevance of current quality grading and assurance schemes to small accommodation enterprises in which a home dimension is a common feature. The discussion focuses specifically on the cases of New Zealand and Scotland, looking comparatively at the nature of small tourist accommodation businesses and at the quality grading and assurance schemes in place in those contexts. It is suggested that the benchmark for such quality assurance and grading schemes should be a much greater emphasis upon the importance of the host-guest relationship. Rather than simply being concerned with the objective facets of accommodation, allowance needs to be taken of subjective elements of the accommodation experience; what it feels like for the guest who is staying, and what guest has to say about a place. In this way, it is suggested that a tendency towards standardization, perceived to be harmful to the reality of the accommodation product, might be avoided.