Measuring service quality in the hotel industry : an application of the servqual instrument (CROSBI ID 473954)
Prilog sa skupa u zborniku | izvorni znanstveni rad | međunarodna recenzija
Podaci o odgovornosti
Marković, Suzana
engleski
Measuring service quality in the hotel industry : an application of the servqual instrument
There is a desperate need for new research that will advance service quality methodologies in the hospitality industry. This review of the theoris and methodologies reported in service quality studies cited in the hospitality literature, provides suggestions for the future service quality researches in hospitality field. First, the theoretical and methodological issues are critically reviewed. Next, major development in service quality research methodologies is discussed. The purpose of this article is to examine the applicability of a previously established instrument for measuring service quality (SERVQUAL) in assessing customer perceptions of service quality in the hospitality industry. The final section of the study is devoted to developing and proposing new directions for future service quality research in hospitality industry.
measurement; customer satisfaction; service quality; SERVQUAL; hospitality industry
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Podaci o prilogu
513-527-x.
2000.
objavljeno
Podaci o matičnoj publikaciji
HOTEL 2000
Perić, Jože
Opatija: Fakultet za menadžment u turizmu i ugostiteljstvu Sveučilišta u Rijeci
Podaci o skupu
Biennial International Congress Hotel 2000
predavanje
25.10.2000-28.10.2000
Opatija, Hrvatska