One major barrier to standardizing services in the hospitality industry is that quality of service is always directly proportional to the level of experience and skills of the server. Moreover, as experiences are always subjective and differ from one person to other, it is not possible to ...
The same is analyzed by determining the characteristics of service quality that are most important for guests. The findings of this research will help managers in setting customer defined standards for providing quality hospitality services through their hotels. 关键词: ServQual Hospitality Industry ...
( 1999 ), “ Analysing service quality in the hospitality industry ”, Managing Service Quality , Vol. 9 No. 2, pp. 136 ‐ 43 . [Abstract] []Mei AWO, Dean AM, White CJ (1999) Analyzing service quality in the hospitality industry. Manag Serv Qual 9:136–143...
Examines the dimensions of service quality in the hospitality industry by extending the SERVQUAL scale to include eight new items that specifically pertain to the hospitality industry, subsequently referred to as HOLSERV. A total of 1,000 questionnaires were distributed at five mid-luxury hotels in ...
QUALITY SERVICE IN THE HOSPITALITY INDUSTRY: ACHIEVING EFFECTIVE SERVICE PROCESSES AND DESIGNS Czech Hospitality & Tourism PapersKefalas, Soteris
Given the increasing arrivals of international tourists to Chennai, the purpose of this research is to employ the SERVQUAL model and the gap theory in assessing the guest hotel service quality in the hospitality industry in Chennai city. The sample for this study represents two groups which ...
2002, International Journal of Quality and Reliability Management Human resource management and performance in the UK hotel industry 1999, British Journal of Industrial Relations Analysing service quality in the hospitality industry 1999, Managing Service Quality: An International Journal View all citing art...
1.The Effect of Customer Participation on Service Quality in Hotel Industry;顾客参与对饭店服务质量的影响研究 2.Measuring the Service Quality of Hospitality Industry in China-- Taking the Hotel H in Tianjin for Example;我国饭店服务质量测评初探——以天津市H饭店为例 3.Countermeasures of the Hotel Se...
Determining the Relationship between Cost and Service Quality in the Hospitality IndustrySen, ASen, A. 1998. "Determining the Relationship Between Cost and Service Quality in the Hospitality Industry." Dissertation, University of Arkansas.SEN, A., 1998. Determining the Relationship Between Cost ...
Service Quality, Customer Satisfaction and Customer Retention in the hospitality industry: Keys to achieve tourism growth. S. Melisidou 1, N. Theocharis 2 Dpt. Of Tourism Administration, T.E.I. of Athens, Athens, Greece, Tel: +30 6974366280, Fax: +30 2103212276, E-mail: smelisidou@gmail...