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2014•Unpublished venueRequires access

Service Quality in Hospitality Industry

D. Jublee

Open publisher page 1 citations

Abstract

This book attempts to clarify the SERVQUAL model. It not only provides managers a clear picture of the quality of the services provided, but also helps them to discover the needs, wishes and expectations of the guests. 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.

About this research paper

What this paper is about

This book attempts to clarify the SERVQUAL model. It not only provides managers a clear picture of the quality of the services provided, but also helps them to discover the needs, wishes and expectations of the guests. 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.

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OpenAlex reports 1 citations for this work. Citation counts describe recorded attention and do not establish research quality.

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Available abstract

This book attempts to clarify the SERVQUAL model. It not only provides managers a clear picture of the quality of the services provided, but also helps them to discover the needs, wishes and expectations of the guests. 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.

Key concepts: Hospitality, SERVQUAL, Marketing, Hospitality industry, Service quality, Business, Quality (philosophy), Service (business)

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