An Exploratory Investigation into Managerial Perceptions of Service Quality in UK Hotels

Recent years have witnessed a growth in the number of critical studies on service quality. However, the empirical work to date has been largely prescriptive in content and recommendation. It has not examined the extent to which quality has been effectively incorporated as a strategic concern within hotel service firms. The study reported explores the operation of quality procedures in a sample of UK hotels. The survey results indicate that although respondents are mindful of the benefits of operationalising a quality orientation, they show an acute lack of awareness of the practicalities and problems associated with implementing service quality procedures. It is proposed that further research needs to be carried out to investigate the nature of service quality implementation in UK hotels.