Antecedents of Empowerment and Commitment to Service Quality in the Chinese Hotel Industry

2014 ◽  
pp. 90-98
Author(s):  
Eric Kin Wai Lau
Keyword(s):  
Service Quality ◽  
Hotel Industry

scholarly journals A study on the effects of service quality on brand personality: Evidence from Hotel industry

2014 ◽  
Vol 4 (7) ◽  
pp. 1547-1550 ◽  
Author(s):  
Emeliya Ghorbani Siavoshani ◽  
Hamed Dehghanan ◽  
Ghasem Bakhshandeh
Keyword(s):  
Service Quality ◽  
Brand Personality ◽  
Hotel Industry

scholarly journals Testing expected and perceived service quality in the hotel industry

Skola biznisa ◽  
2015 ◽  
pp. 47-57
Author(s):  
Aleksandra Vujko ◽  
Tamara Gajic ◽  
Milan Mladenovski ◽  
Jovan Momirski
Keyword(s):  
Service Quality ◽  
Hotel Industry ◽  
Perceived Service Quality

scholarly journals KUALITAS LAYANAN HOTEL BERBINTANG TIGA, EMPAT, DAN LIMA DI SURABAYA

2005 ◽  
Vol 4 (1) ◽  
Author(s):  
Erna Andajani
Keyword(s):  
Service Quality ◽  
Hotel Industry ◽  
Tourism Industry ◽  
Good Improvement

The Leisure and tourism industry in East java has shown good improvement and brought impact to hotel industry, As we know hotel is one of the businesses that depend mostly on service quality that perceived by the customers. In otherway, hotel also has aspect of physical and non physical facility, and categorized by government in order like five star hotel, four star hotel, and so on. Some of customer has shown that they do not really care about this rank, but on what, service quality they perceived.

The Effect of Web 2.0 Usage in E-Service Quality in Hospitality

2014 ◽  
pp. 1-13
Author(s):  
Berislav Andrlic ◽  
Ezendu Ariwa
Keyword(s):  
Service Quality ◽  
Web 2.0 ◽  
Model Evaluation ◽  
Hotel Industry ◽  
Original Model ◽  
Primary Research ◽  
Web 2.0 Technologies

This chapter explores the usage of Web 2.0 technologies in determining the level of quality of Websites in the Croatian hotel industry. Namely, in order to determine the level of quality, it is necessary to identify the characteristics of Websites qualitatively and quantitatively. From the data obtained, it is possible to determine the degree of information compliance with the wishes and needs of potential clients. As the basis of primary research, the authors use the original model evaluation on a selected sample of hotels in Croatia.

Exploring backpackers’ perceptions of the hostel service quality

2015 ◽  
Vol 27 (8) ◽  
pp. 1839-1855 ◽  
Author(s):  
Ana Brochado ◽  
Paulo Rita ◽  
Carlos Gameiro
Keyword(s):  
Service Quality ◽  
Web Sites ◽  
Quantitative Research ◽  
Hotel Industry ◽  
Online Reviews ◽  
Content Type ◽  
The Social ◽  
Mixed Approach ◽  
Depth Interviews

Purpose – The aim of this paper is to contribute to the understanding of backpackers’s evaluation of service quality provided by hostels by developing a battery of items to assess perceptions of the overall hostel experience. Design/methodology/approach – Scale development took a mixed approach that combines qualitative and quantitative research. First, the authors performed a content analysis of reviews provided by guests in hostel booking web sites, in-depth interviews with hostel managers and focus groups with guests, to develop a battery of items to assess the hostel experience from the guests’ perspective. Then, a quantitative survey (n = 222) was conducted, to explore the dimensionality of service quality in this sector. Lisbon hostels are the target of this study, as they received several awards based on the online reviews of backpackers. Findings – The results revealed that service quality is a multidimensional concept and includes six dimensions, namely, social atmosphere, location and city connection, staff, cleanliness, security and facilities. Regression results revealed that the social atmosphere appears to be a core service dimension crucial to create a sense of hostel guest’s overall quality. Originality/value – The findings suggest that service quality scales should incorporate the specific characteristics of the hotel industry. The quality of the staff and the social atmosphere are of utmost importance to enhance the hostel backpacker experience.

scholarly journals Internal Market Orientation Framework as a Source of Improving Service Quality within the Malaysian Hotel Industry

2014 ◽  
Vol 12 ◽  
pp. 01004 ◽  
Author(s):  
J. Lahap ◽  
N. Mohd Said ◽  
K. H. C. Rose ◽  
N. Sumarjan ◽  
Z. Mohi
Keyword(s):  
Service Quality ◽  
Market Orientation ◽  
Hotel Industry ◽  
Internal Market ◽  
Internal Market Orientation
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