Proposing a new modus operandi for sustainable business excellence: the case of Greek hospitality industry

The importance of tourism to Greece, the criticality of the hotel sector to its growth and the relationship between turbulent business environment and sustainability provide the rationale for this study. The target of this paper is to propose a new modus operandi for achieving sustainable business excellence under a turbulent environment. Drawing from the existing literature, a framework is proposed that investigates the relationships between intellectual capital, leadership, services quality, supply chain, hotel impact and strategy. The model was tested using a sample of 84 high class hotels in Greece and analysed with the structural equation modelling. The various factors incorporated in the proposed model were measured using valid scales adapted from previous studies. The results confirm that leadership excellence positively affects intellectual capital. It is also found that intellectual capital has a positive effect on services quality, supply chain, hotel impact and strategy. The implications of the findings and avenues for future research are delineated in the study.