Service Quality And Customer Satisfaction In The Hotel Industry
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Service Quality Management In Hospitality Tourism And Leisure
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Author : Connie Mok
language : en
Publisher: Routledge
Release Date : 2013-01-11
Service Quality Management In Hospitality Tourism And Leisure written by Connie Mok and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-01-11 with Business & Economics categories.
Does your staff deliver the highest quality service possible? Customers today expect a very high overall level of service in hospitality, tourism, and leisure. Competition in these fields will thus be driven by strategies focusing on quality of service to add value, as opposed to product or price differentiation. Service Quality Management in Hospitality, Tourism, and Leisure highlights concepts and strategies that will improve the delivery of hospitality services, and provides clear and simple explanations of theoretical concepts as well as their practical applications! Practitioners and educators alike will find this book to be invaluable in their businesses and in preparing students for the business world. This essential book provides you with clear, comprehensive explanations of theoretical concepts and methods that will give you the competitive edge in this fast-changing field. Topics covered include: services management marketing operations management human resources management service quality management Service Quality Management in Hospitality, Tourism, and Leisure brings together an array of pertinent materials that will measure and enhance customer satisfaction and help you provide superior hospitality services, and groups them in easy-to-use clusters for quick reference.
Service Quality And Customer Satisfaction In The Hotel Industry
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Author : Nur Asyura Muhamad
language : en
Publisher:
Release Date : 2010
Service Quality And Customer Satisfaction In The Hotel Industry written by Nur Asyura Muhamad and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010 with Consumer satisfaction categories.
The Impact Of Service Quality On Customer Satisfaction In The Hotel Industry Of Addis Ababa Ethiopia
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Author : FEVEN ABEBE TESSERA (TP037670)
language : en
Publisher:
Release Date : 2016
The Impact Of Service Quality On Customer Satisfaction In The Hotel Industry Of Addis Ababa Ethiopia written by FEVEN ABEBE TESSERA (TP037670) and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016 with Consumer satisfaction categories.
Service Quality In Hospitality Organizations
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Author : Michael D. Olsen
language : en
Publisher: Weidenfeld & Nicolson
Release Date : 1996
Service Quality In Hospitality Organizations written by Michael D. Olsen and has been published by Weidenfeld & Nicolson this book supported file pdf, txt, epub, kindle and other format this book has been release on 1996 with Customer services categories.
Service Quality In Leisure And Tourism
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Author : Andrea Krauz
language : en
Publisher:
Release Date : 2016-09-15
Service Quality In Leisure And Tourism written by Andrea Krauz and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-09-15 with categories.
Tourism has been one of the world's fastest growing industries, and there are large societies entirely dependent upon the visitor for their sustenance. 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. Much of the attention given to service quality is motivated by the premise that it will increase customer satisfaction and ultimately lead to better financial performance. The quality of products and services has also been related to external indicators of customer satisfaction such as complaints, warranty, litigation and market share. Satisfied customers often lead to loyal customers who continuously repurchase the product or service. However, all organizations are dependent upon repeat purchases that lead to higher profitability. Empirical evidence suggests that customer satisfaction mediates the relationship between service quality and firm performance. Service Quality in Leisure and Tourism aims to develop an awareness of the underpinning theories of quality as applicable to leisure and tourism. It deals with the impact of service quality in tourism and customer satisfaction; presents the theoretical model of the research indicating the dimensions of quality in tourism. It shows that such dimensions as Quality of accessibility, accommodation, venue and their components contribute directly in satisfaction of tourists, their intend to return and eventually development of tourism industry in a region.Delivering high quality service within the hospitality industry positively influences a customer's perception of value. Tourist satisfaction is the result of the interaction between a tourist's experience in the destination area and his or her previous expectations about the destination. Satisfying the tourist is critical because it has an effect on the expectations and intentions for the customer's next destination purchasing decision. Practitioners and educators alike will find this book to be invaluable in their businesses and in preparing students for the business world.
Exploring The Relationship Between Service Quality And Customer Satisfaction In Croatian Hotel Industry
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Author : Sanja Raspor Jankovic
language : en
Publisher:
Release Date : 2013
Exploring The Relationship Between Service Quality And Customer Satisfaction In Croatian Hotel Industry written by Sanja Raspor Jankovic and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013 with categories.
Purpose - The purpose of the present study was to examine the relationship between service quality and customer satisfaction. The main objective was to discuss the impact of perceived service quality dimensions on customer satisfaction in the hotel industry in Croatia. Methodology - The data were collected us in self-administered questionnaire. The questionnaire consisted of three parts. First, perceived service quality was measured using modified SERVQUAL model. Second, customer satisfaction was operationalized with one variable, representing overall satisfaction measure. Third, demographic variables were included. Questionnaires were distributed to domestic and international hotel guests in the Opatija Riviera (Croatia). Descriptive analysis, factor analysis, reliability analysis, correlation analysis, and multiple regression analysis were performed to analyze the data. Findings - Factor analysis identified four dimensions of perceived service quality, namely reliability, empathy and competence of staff, accessibility and tangibles. Multiple regression analysis showed that reliability, accessibility and tangibles had a significant and positive effect on overall customer satisfaction. On the other hand, empathy and competence of staff positively influenced hotel guests' satisfaction, but this impact was not statistically significant when other dimensions were involved. These results indicate that hotel service quality is indeed a significant predictor of customer satisfaction. Thus, improving hotel service quality, results with higher satisfaction levels of hotel guests. Value/Originality - The present study focuses on determining relative importance of perceived hotel service quality dimensions in relation to customer satisfaction, reporting the findings from Croatia. Therefore, it contributes to the existing literature on service quality and customer satisfaction relationship in hotel industry.
Service Quality Management In Hospitality Tourism And Leisure
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Author : Jay Kandampully
language : en
Publisher: Routledge
Release Date : 2001-01-01
Service Quality Management In Hospitality Tourism And Leisure written by Jay Kandampully and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001-01-01 with BUSINESS & ECONOMICS categories.
Does your staff deliver the highest quality service possible? Customers today expect a very high overall level of service in hospitality, tourism, and leisure. Competition in these fields will thus be driven by strategies focusing on quality of service to add value, as opposed to product or price differentiation. Service Quality Management in Hospitality, Tourism, and Leisure highlights concepts and strategies that will improve the delivery of hospitality services, and provides clear and simple explanations of theoretical concepts as well as their practical applications! Practitioners and educators alike will find this book to be invaluable in their businesses and in preparing students for the business world. This essential book provides you with clear, comprehensive explanations of theoretical concepts and methods that will give you the competitive edge in this fast-changing field. Topics covered include: services management marketing operations management human resources management service quality management Service Quality Management in Hospitality, Tourism, and Leisure brings together an array of pertinent materials that will measure and enhance customer satisfaction and help you provide superior hospitality services, and groups them in easy-to-use clusters for quick reference.
Customer Satisfaction In The Hotel Industry
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Author : Gandolfo Dominici
language : en
Publisher:
Release Date : 2011
Customer Satisfaction In The Hotel Industry written by Gandolfo Dominici and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011 with categories.
In order to be successful in the market it is not sufficient to attract new customers managers must concentrate on retaining existing customers implementing effective policies of customer satisfaction and loyalty. In hotel industry customer satisfaction is largely hooked upon service quality. A management approach focused on customer satisfaction can improve customer loyalty, thus increasing the positive image of the touristic destination. Hence, exploring the importance for customers of hotel attributes in hotel selection is indispensable. Research on the topic of guest satisfaction, which translates into the consideration of whether or not customers will return to a hotel or advise it to other tourists, is pivotal to the success of the hospitality business. Neglecting to pay attention to those hotel attributes considered most important by guests, may lead to negative evaluation of the hotel, thus restricting the chance of repeat patronage. We perform a qualitative analysis of a large hotel in Sicily (IT), the Sporting Club Hotel in the town Cefalù, using the Critical Incident Approach (Hayes, 2008). Through the analysis of this case we evaluate the overall customer satisfaction level for the hotel and for each supplied service . We conclude discussing the result and proposing improvement in customer satisfaction management of the hotel.
Hospitality Tourism And Lifestyle Concepts
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Author : Eric Laws
language : en
Publisher: Routledge
Release Date : 2012-11-12
Hospitality Tourism And Lifestyle Concepts written by Eric Laws and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-11-12 with Business & Economics categories.
Explore how lifestyle concepts are linked to marketing the hospitality and tourism industry Hospitality, Tourism, and Lifestyle Concepts: Implications for Quality Management and Customer Satisfaction is a comprehensive benchmark review of how lifestyle concepts can be applied to the hospitality and tourism industry. Noted authorities present multifaceted viewpoints examining a range of topics, such as matching the lifestyles of tourism providers and guests, lifestyle segmentation studies, and methodological issues in lifestyle segmentation research. You’ll learn how the consideration of lifestyle concepts can improve the effectiveness of marketing in addition to providing quality management and improved customer satisfaction in the hospitality and tourism industry. This book provides an in-depth exploration of the implications of lifestyle concepts in the marketing of the hospitality and tourism industry. Each chapter of Hospitality, Tourism, and Lifestyle Concepts: Implications for Quality Management and Customer Satisfaction examines essential issues, including quality management and customer satisfaction, improving customer experience through host-guest lifestyle matching, ways to segment customers by lifestyle, and the benefits and burdens of the gay tourism market. The book confronts widely held beliefs about the industry, confirming or adjusting those views through solid data. Research is clearly presented, always with an eye toward strengthening this fragile industry. Hospitality, Tourism, and Lifestyle Concepts: Implications for Quality Management and Customer Satisfaction discusses: the potential use of lifestyle segmentation to achieve psychographic matching between hosts and guests the significance of the lifestyle concept for the management of service quality and customer satisfaction research into gay tourism marketing, with a discussion about recent evidence suggesting that the distinct purchasing patterns of gays are exaggerated lifestyle market segments and the relation to satisfaction with a nature-based tourism experience a lifestyle segmentation analysis of the backpacker market in Scotland three different approaches to lifestyle segmentation in improving the quality of tourism and leisure marketing decisions improved understanding of tourists’ needs through cross-classification Hospitality, Tourism, and Lifestyle Concepts: Implications for Quality Management and Customer Satisfaction is an essential review of the lifestyle marketing concept that will prove invaluable for hospitality and tourism professionals, instructors, and industry members.
Service Quality Management In Hotel Industry For Customer Satisfaction In Food And Beverages Department
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Author : SACHITA MANOJ KOTHARI (TP022556)
language : en
Publisher:
Release Date : 2014
Service Quality Management In Hotel Industry For Customer Satisfaction In Food And Beverages Department written by SACHITA MANOJ KOTHARI (TP022556) and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014 with categories.
