An Integrated Approach to Service Quality in Hotels

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Title An Integrated Approach to Service Quality in Hotels
Author Davidson, Michael C. G.
Journal Name Journal of Quality Assurance in Hospitality & Tourism
Year Published 2003
Place of publication United States
Publisher Routledge
Abstract An examination of service quality in hotels goes beyond the measurement approach by incorporating, customer satisfaction, organizational culture and climate. Customer satisfaction is examined and the use of employee perceptions of customer satisfaction is proposed as an index for customer satisfaction. Organizational climate is discussed as being a fundamental element that needs to be understood and used by managers in order to promote service quality. A conceptual model that incorporates all the elements of an expanded service quality model is presented by utilizing organizational culture and climate as its base. It is argued that hotel managers need to address all aspects of the model simultaneously instead of the single element at a time approach.
Peer Reviewed Yes
Published Yes
Alternative URI
Volume 4
Issue Number 1&2
Page from 71
Page to 85
ISSN 1528-0098
Date Accessioned 2006-07-24
Language en_AU
Faculty Griffith Business School
Subject PRE2009-Tourism
Publication Type Journal Articles (Refereed Article)
Publication Type Code c1x

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