An Integrated Approach to Service Quality in Hotels

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.