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Pregled bibliografske jedinice broj: 42036

Zbornik radova

Autori: Marković, Suzana
Naslov: Measuring service quality in the hotel industry : an application of the servqual instrument
( Measuring service quality in the hotel industry : an application of the servqual instrument )
Izvornik: HOTEL 2000 / Perić, Jože (ur.). - Opatija : Fakultet za turistički i hotelski menadžment , 2000. 513-527.
Skup: Biennial International Congress Hotel 2000
Mjesto i datum: Opatja, Hrvatska, 25-28.10.2000.
Ključne riječi: measurement; customer satisfaction; service quality; SERVQUAL; hospitality industry
( measurement; customer satisfaction; service quality; SERVQUAL; hospitality industry )
Sažetak:
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.
Vrsta sudjelovanja: Predavanje
Vrsta prezentacije u zborniku: Cjeloviti rad (više od 1500 riječi)
Vrsta recenzije: Međunarodna recenzija
Projekt / tema: 116002
Izvorni jezik: eng
Kategorija: Znanstveni
Znanstvena područja:
Ekonomija



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