CONCEPTS OF SERVICE QUALITY MEASUREMENT IN HOTEL INDUSTRY

Gržinić, Dr. sc. Jasmina (2007) CONCEPTS OF SERVICE QUALITY MEASUREMENT IN HOTEL INDUSTRY. CONCEPTS OF SERVICE QUALITY MEASUREMENT IN HOTEL INDUSTRY .

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Abstract

The quality of service in hotel industry is an important factor of successful business. The existing trend of complete quality management in hotel industry ensures the achievement of competitive advantage of hotel companies and is therefore the subject of contemporary research into service quality in hotel industry. The concept and the conceptual model of service quality is indispensable if we wish to understand the genesis of service quality and potential gaps in quality. The aim of this paper is to show the importance of service quality in hotel industry from both the conceptual standpoint and that of service quality measurement. The paper describes the most common criteria for measuring service quality, namely the model of internal service quality and the SERVQUAL model. The shown results are those of quantitative and qualitative application of such models in hotels.

Item Type:Article
Uncontrolled Keywords:Quality, Service, Hotel industry, Measurement criteria
Subjects:H Social Sciences > HB Economic Theory
Divisions:Postgraduate Program > Doctor Program in Economics
ID Code:3396
Deposited By:Mr. Doktor Ilmu Ekonomi Admin
Deposited On:13 Jan 2010 09:27
Last Modified:13 Jan 2010 09:27

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