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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| _version_ | 1818323241466331136 |
|---|---|
| author | Roy Ramphal Angelo Nicolaides |
| author_facet | Roy Ramphal Angelo Nicolaides |
| author_sort | Roy Ramphal |
| collection | DOAJ |
| description | 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. |
| first_indexed | 2024-12-13T11:09:34Z |
| format | Article |
| id | doaj.art-710a2ce48a17442b87914d1351ba4c63 |
| institution | Directory Open Access Journal |
| issn | 2223-814X |
| language | English |
| last_indexed | 2024-12-13T11:09:34Z |
| publishDate | 2014-01-01 |
| publisher | AfricaJournals |
| record_format | Article |
| series | African Journal of Hospitality, Tourism and Leisure |
| spelling | doaj.art-710a2ce48a17442b87914d1351ba4c632022-12-21T23:48:47ZengAfricaJournalsAfrican Journal of Hospitality, Tourism and Leisure2223-814X2014-01-0132article_45_vol_3_2_2014Service and quality and quality service: satisfying customers in the hospitality industryRoy Ramphal0Angelo Nicolaides1 University of South Africa Graduate School of Business Leadership University of South Africa Graduate School of Business Leadership 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. http://www.ajhtl.com/uploads/7/1/6/3/7163688/article_45_vol_3_2_july_2014.pdf Service quality customer loyalty SERVQUAL TQM |
| spellingShingle | Roy Ramphal Angelo Nicolaides Service and quality and quality service: satisfying customers in the hospitality industry African Journal of Hospitality, Tourism and Leisure Service quality customer loyalty SERVQUAL TQM |
| title | Service and quality and quality service: satisfying customers in the hospitality industry |
| title_full | Service and quality and quality service: satisfying customers in the hospitality industry |
| title_fullStr | Service and quality and quality service: satisfying customers in the hospitality industry |
| title_full_unstemmed | Service and quality and quality service: satisfying customers in the hospitality industry |
| title_short | Service and quality and quality service: satisfying customers in the hospitality industry |
| title_sort | service and quality and quality service satisfying customers in the hospitality industry |
| topic | Service quality customer loyalty SERVQUAL TQM |
| url |
http://www.ajhtl.com/uploads/7/1/6/3/7163688/article_45_vol_3_2_july_2014.pdf
|
| work_keys_str_mv | AT royramphal serviceandqualityandqualityservicesatisfyingcustomersinthehospitalityindustry AT angelonicolaides serviceandqualityandqualityservicesatisfyingcustomersinthehospitalityindustry |