scholarly journals Assessing Service Quality in the Hospitality Industry

2016 ◽  
Author(s):  
BRIGID APPIAH ◽  
EDWARD FEKPE
Keyword(s):  
Service Quality ◽  
Hospitality Industry

THE QUALITY OF HOTEL PERFORMANCE (The Effectiveness and Efficiency)

1999 ◽  
Vol 5 (1-2) ◽  
pp. 145-160
Author(s):  
Ivanka Avelini Holjevac ◽  
Ana Marija Vrtodušić
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Hospitality Industry ◽  
Management Systems ◽  
Business Success ◽  
Quality Management Systems ◽  
Customer Care ◽  
Hotel Performance ◽  
Effectiveness And Efficiency

Service quality has been a major preoccupation of the hospitality industry throughout the 1980s and the early 1990s. Quality management systems have been clearly identified as a means of increasing the professionalism and social competence of staff, while developments such as customer care programs and quality teams have produced notable improvements in the effectiveness and efficiency. Starting from the main economic goal of making profit in each enterprise, it is necessary to measure and to evaluate effectiveness and efficiency. The aim of this paper is to emphasize the importance and necessity of measuring two aspects of the quality of business success: effectiveness (hotel market success) and efficiency (hotel economy). The paper defines effectiveness and efficiency as well as key ratios for measuring and evaluating those two aspects of quality of business success.

scholarly journals Corporate standards as a service quality management tool in the hospitality industry

2018 ◽  
Vol 17 (11) ◽  
pp. 2131-2146
Author(s):  
M.V. Efremova ◽  
◽  
O.V. Chkalova ◽  
A.S. Efremov ◽  
◽  
...  
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Hospitality Industry ◽  
Management Tool ◽  
Service Quality Management

scholarly journals The Antecedent of Customer Satisfaction and Its Impact on Customer Retention in Tourism as Hospitality Industry

2020 ◽  
Author(s):  
Andala Rama Putra Barusman ◽  
Evelin Putri Rulian ◽  
Susanto Susanto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Hospitality Industry ◽  
Customer Retention ◽  
Equation Model ◽  
Customer Relationship ◽  
Global Changes ◽  
The Government ◽  
The Impact

Taking a case study of tourism as hospitality industry in Lampung Province in Indonesia, we analyze the antecedent of customer satisfaction and its impact on customer retention. Using Structural Equation Model (SEM), we find that customer relationship management has a significant impact on service quality, customer satisfaction and customer retention. Moreover, the impact of service quality on customer satisfaction and the one of customer satisfaction on customer retention are also significant. Relying on the findings, we recommend some strategies for the government of Lampung Province, e.g. training local people to behave more friendly in welcoming domestic or international tourists, fixing all lodging facilities, creating more souvenirs with Lampung’s ornaments and developing management system adopting global changes in technology, communication and trend.

A Total Quality Management Research on the Portman Ritz Carlton Shanghai

2014 ◽  
Vol 687-691 ◽  
pp. 4582-4587
Author(s):  
Si Yu Peng
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Total Quality Management ◽  
Hospitality Industry ◽  
Business Management ◽  
Quality Service ◽  
Total Quality ◽  
Customer Expectations ◽  
Customer Delight ◽  
High Quality Service

In the hospitality industry, customers are seen as the key driving a business’s survival and success. The industry is therefore highly competitive and much more aware of the provision of quality service to meet customer expectations. Since hotel businesses are providing similar superior facilities among competitors in the market, service quality has been considered as the first priority and essential part of the organisational culture, making today’s businesses more concerned with delighting their customers than simply satisfying them [1]. Consequently, Total Quality Management (TQM) is becoming a widely used business management strategy within the hospitality industry. The intent of this essay focuses on the issue of service quality with the selected hotel - The Portman Ritz Carlton, Shanghai. It will first introduce TQM theory and then discuss how the approach helps to generate and maintain high quality service to achieve “customer delight”.

scholarly journals AI redefining the hospitality industry

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Huub Ruel ◽  
Esther Njoku
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Employee Engagement ◽  
Hospitality Industry ◽  
Management Practices ◽  
Talent Management ◽  
Analytical Tool ◽  
Content Type ◽  
Hospitality And Tourism ◽  
Service Profit Chain

Purpose This paper aims to explore how artificial intelligence (AI) technologies have redefined the hospitality industry. It develops a theoretical framework to evaluate its impact on employee engagement, retention and productivity levels, stemming from its potential implications for service quality and customer satisfaction. Design/methodology/approach Based on the exploration of relevant literature, role theory and service-profit chain were used to develop – role-service-profit chain. Findings Role-service-profit chain is an analytical tool which has strong implications for investment and deployment analysis of the new technologies in hospitality and tourism businesses. It proposes how managers can evaluate how the role expectation of technological innovations relate to service quality and customer satisfaction through its impact on employee-related outcomes (such as employee engagement, retention and productivity), and assess the corresponding impact on profitability and growth, in the context of their own unique internal environment and position in the market. Research limitations/implications Although an empirical assessment of the hypothesised relationships in the model is required to evaluate and validate it in the hospitality industry, role-service-profit chain presents promising implications for tourism and hospitality practice and future research. Practical implications Role-service-profit chain is an analytical tool from which managers can make improvements on talent and talent management practices and adjust expectations and behaviours in ways that facilitate improvements in service quality and customer satisfaction. Originality/value This paper makes an important contribution to hospitality and tourism literature, as it explores how AI technologies implemented to improve on talent and talent management practices impact on service quality and customer satisfaction, and develops analytical tools by which this may be evaluated.

scholarly journals Connecting Big Data and Service Quality Evaluation – Developing a Service Quality Map of the Austrian Hospitality Industry through the Application of Big Data

2017 ◽  
Vol 8 ◽  
pp. 40-54
Author(s):  
Julia Beck ◽  
Margarita Danilenko ◽  
Laura Sperber ◽  
Brenda Wiersma ◽  
Roman Egger
Keyword(s):  
Big Data ◽  
Service Quality ◽  
Hospitality Industry ◽  
Online Reviews ◽  
Comprehensive Overview ◽  
Service Quality Evaluation ◽  
Governmental Institutions ◽  
Extensive Body ◽  
Tourism And Hospitality ◽  
The Impact

The impact of online reviews on guests, hotel owners and other parties is growing in importance. In reference to online reviews, service quality plays a crucial role in hotel diff erentiation and influencing the choice of accommodation made by travellers. Thus, online reviews represent a valuable source of information about perceived service, that has not been fully exploited yet. This research paper attempts to look more closely at this extensive body of data. The authors have conceptualized a tool that assists governmental institutions, DMOs and investors in decision making. This tool accumulates intelligent data and provides a comprehensive overview of the Austrian hospitality industry and its service quality standards. It allows the user to conduct specific queries on how a certain dimension of service quality is perceived. The results can be either visualized on a density map or extracted as a structured .csv file for further analysis.The GAZE Journal of Tourism and Hospitality Vol. 8, 2017, page: 40-54

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