Antony, J., Antony, F.J. and Ghosh, S., 2004. Evaluating Service Quality in a UK Hotel Chain: a case study. International Journal of Contemporary Hospitality Management, 16 (6), pp. 380-384.
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Official URL: http://www.emeraldinsight.com/10.1108/095961104105...
Service quality is a growing concern for many service firms in the UK. Today service firms are paying more attention than ever to the needs and expectations of the customers by consistently improving the quality of service provided to their customers. This paper briefly explores the relation between service quality and business performance followed by an assessment of service quality as a framework. The case study focuses on a hotel group in UK, where service quality was measured at six different locations. The findings from the research unveiled that there were significant variations for service quality between the six hotels.
|Additional Information:||International Journal of Contemporary Hospitality Manngement. Volume 16, Number 6, pp. 380-384|
|Uncontrolled Keywords:||customer services quality, hotel and catering industry, case studies, SERVQUAL, United Kingdom|
|Subjects:||Technology > Business, Management and Marketing|
Social Sciences > Tourism
Social Sciences > Commerce
|Group:||Business School > Centre for Research in Management|
|Deposited By:||INVALID USER|
|Deposited On:||03 Jun 2007|
|Last Modified:||07 Mar 2013 14:38|
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