Leaders of the EU hotel service industry: a comparison of service quality management models and behavioral pattern systems

Abstract

The subject of the study is service quality management models and staff behavioral pattern systems in the activities of leading hotel companies in the European Union. The purpose of the article is to conduct a comparative analysis of service quality management models used by leading hotel companies in the European Union and to identify the role of staff behavioral patterns in shaping customer experience. The objectives of the study are to: analyze the position and development characteristics of leading hotel companies in the EU; conduct a comparative analysis of service quality management models applied by EU hotel industry leaders; examine staff behavioral pattern systems and their role in shaping customer experience; identify the relationship between service quality management models and staff behavioral practices. Research methods. Analysis and synthesis are used to generalize theoretical approaches to service quality management and staff behavioral patterns in the hotel industry. Comparative analysis is applied to compare service quality management models implemented by leading hotel companies in the European Union. Structural and logical analysis is used to systematize quality control instruments and classify staff behavioral practices depending on business models. Statistical and dynamic analysis are applied to assess the market positions, scale of operations, and growth dynamics of hotel companies, including changes in their room capacity over time. The method of generalization is employed to formulate conclusions regarding the relationship between service quality management models, staff behavioral pattern systems, and customer experience. Tabular and graphical methods are used to present and visualize the research results. Results. It has been established that leading hotel companies in the European Union are characterized by different scales of operation, growth rates of room capacity, and strategic approaches to expanding their market presence. A comparative analysis of service quality management models of the TOP‑10 international hotel companies headquartered in EU countries has been conducted. The dominance of comprehensive integrated quality management models has been identified among hotel companies, combining the principles of Total Quality Management (TQM), customer experience management, and digital feedback tools. It has been proven that hotel service quality management models are shaped by the market segment, scale of activity, and strategic priorities of companies. Staff behavioral pattern systems of hotel companies and their role in shaping customer experience have been examined. It has been established that staff behavioral patterns are a critically important component of service quality assurance and directly influence the emotional, social, and rational dimensions of customer experience. The relationship between service quality management models and staff behavioral practices has been identified. It has been demonstrated that the effectiveness of formalized quality management systems largely depends on their support by staff behavioral patterns, which ensure service adaptability to customer expectations and changing market conditions.