Service and quality and quality service: satisfying customers in the hospitality industry
The purpose of this paper is to identify related literature and cases regarding the management of quality in the hospitality industry. It appears that Parasuraman‟s gap model between expectations and delivery still appears to be the foundation of quality methodology in this sector. An understa...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
AfricaJournals
2014-01-01
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| Series: | African Journal of Hospitality, Tourism and Leisure |
| Subjects: | |
| Online Access: |
http://www.ajhtl.com/uploads/7/1/6/3/7163688/article_45_vol_3_2_july_2014.pdf
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| Summary: | The purpose of this paper is to identify related literature and cases regarding the management of
quality in the hospitality industry. It appears that Parasuraman‟s gap model between expectations
and delivery still appears to be the foundation of quality methodology in this sector. An
understanding of the differences in the applied dimensions of quality between goods and services
is critical. Quality in the service industry is highly employee centred and quality experienced at the
point of consumption. The article concludes with how the popular quality frameworks could be
used in the hospitality environment. |
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| ISSN: | 2223-814X |