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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

Marković, Suzana Measuring service quality in the hotel industry : an application of the servqual instrument // HOTEL 2000 / Perić, Jože (ur.). Opatija: Fakultet za menadžment u turizmu i ugostiteljstvu Sveučilišta u Rijeci, 2000. str. 513-527-x

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

Povezanost rada

Ekonomija