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Customer Perception Of Service Quality In Hotel Industry
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Book Synopsis Customer Perception of Service Quality in Hotel Industry by : Malini Singh S
Download or read book Customer Perception of Service Quality in Hotel Industry written by Malini Singh S and published by Independent Author. This book was released on 2023-04-14 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: The study on "Customer perception of Service Quality in Hotel Industry" A case study in Bangalore provides empirical study towards solving the challenge for the hotel management to determine the satisfaction level of their most important service quality dimensions so as to improve on them and ultimately improve on their service quality levels. This will enable the hotel owners to retain existing customers and attract new ones at a lower cost. The quality of service in hotel industry is an important factor of successful business. The existing trend of complete quality management in hotel industry ensures the achievement of competitive advantage of hotel companies and is therefore the subject of contemporary research into service quality in hotel industry. High customer satisfaction is critically important to the hotel industry; therefore, the importance and performance of Hotel should be examined from guests' perspectives. The quality of product and service in hotel industry is an important factor of successful business. This study examines customers' perception of Hotel product and service. The success of the hotel and lodging industry in a global environment depends on its degree of professionalism. Product quality and service efficiency need to be strengthened if a more professional lodging work force is to emerge. Delivering quality product and service is an essential strategy for success and survival in today's competitive environment. For this study five renowned star hotel of Bangalore have been surveyed and studied and analysis has been done. The research has been done to help hotels to improve their product on the whole so necessary a recommendation has also been given. The concept and the conceptual model of service quality is indispensable if we wish to understand the genesis of service quality and potential gaps in quality. The aim of this thesis is to show the importance of service quality in hotel industry from both the conceptual standpoint and that of service quality measurement. The thesis describes the most common criteria for measuring service quality, namely the model of internal service quality and the SERVQUAL model. The shown results are those of quantitative and qualitative application of such models in hotels.
Book Synopsis Cultural Impact on Customer Perception of Service Quality in the Hotel Industry by : Jing Fen Chiang
Download or read book Cultural Impact on Customer Perception of Service Quality in the Hotel Industry written by Jing Fen Chiang and published by . This book was released on 2006 with total page 86 pages. Available in PDF, EPUB and Kindle. Book excerpt: The purpose of the study was to investigate cultural aspects that influence customer perception of service quality in the hotel industry, specifically those that influence Eastern and Western respondents. A questionnaire was developed to assess cultural differences on perceptions, which included a modified version of the SERVQUAL scales, an instrument used to measure service quality. The convenience sample consisted of students enrolled in the MBA program at a Western university (N=152; Eastern=57.9%, Western=34.9%, Other=7.2%). Findings indicated that there were no significant differences between Eastern and Western cultures in perceptions of service quality. A sample questionnaire is included.
Book Synopsis Service Quality in Hospitality Organizations by : Michael D. Olsen
Download or read book Service Quality in Hospitality Organizations written by Michael D. Olsen and published by Weidenfeld & Nicolson. This book was released on 1996 with total page 348 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Service Quality Management in Hospitality, Tourism, and Leisure by : Connie Mok
Download or read book Service Quality Management in Hospitality, Tourism, and Leisure written by Connie Mok and published by Routledge. This book was released on 2013-01-11 with total page 360 pages. Available in PDF, EPUB and Kindle. Book excerpt: Does your staff deliver the highest quality service possible? Customers today expect a very high overall level of service in hospitality, tourism, and leisure. Competition in these fields will thus be driven by strategies focusing on quality of service to add value, as opposed to product or price differentiation. Service Quality Management in Hospitality, Tourism, and Leisure highlights concepts and strategies that will improve the delivery of hospitality services, and provides clear and simple explanations of theoretical concepts as well as their practical applications! Practitioners and educators alike will find this book to be invaluable in their businesses and in preparing students for the business world. This essential book provides you with clear, comprehensive explanations of theoretical concepts and methods that will give you the competitive edge in this fast-changing field. Topics covered include: services management marketing operations management human resources management service quality management Service Quality Management in Hospitality, Tourism, and Leisure brings together an array of pertinent materials that will measure and enhance customer satisfaction and help you provide superior hospitality services, and groups them in easy-to-use clusters for quick reference.
Book Synopsis Service Quality in Leisure and Tourism by : Andrea Krauz
Download or read book Service Quality in Leisure and Tourism written by Andrea Krauz and published by . This book was released on 2016-09-15 with total page 284 pages. Available in PDF, EPUB and Kindle. Book excerpt: Tourism has been one of the world's fastest growing industries, and there are large societies entirely dependent upon the visitor for their sustenance. The quality of service in hotel industry is an important factor of successful business. The existing trend of complete quality management in hotel industry ensures the achievement of competitive advantage of hotel companies and is therefore the subject of contemporary research into service quality in hotel industry. Much of the attention given to service quality is motivated by the premise that it will increase customer satisfaction and ultimately lead to better financial performance. The quality of products and services has also been related to external indicators of customer satisfaction such as complaints, warranty, litigation and market share. Satisfied customers often lead to loyal customers who continuously repurchase the product or service. However, all organizations are dependent upon repeat purchases that lead to higher profitability. Empirical evidence suggests that customer satisfaction mediates the relationship between service quality and firm performance. Service Quality in Leisure and Tourism aims to develop an awareness of the underpinning theories of quality as applicable to leisure and tourism. It deals with the impact of service quality in tourism and customer satisfaction; presents the theoretical model of the research indicating the dimensions of quality in tourism. It shows that such dimensions as Quality of accessibility, accommodation, venue and their components contribute directly in satisfaction of tourists, their intend to return and eventually development of tourism industry in a region.Delivering high quality service within the hospitality industry positively influences a customer's perception of value. Tourist satisfaction is the result of the interaction between a tourist's experience in the destination area and his or her previous expectations about the destination. Satisfying the tourist is critical because it has an effect on the expectations and intentions for the customer's next destination purchasing decision. Practitioners and educators alike will find this book to be invaluable in their businesses and in preparing students for the business world.
Book Synopsis Delivering Quality Service by : Valarie A. Zeithaml
Download or read book Delivering Quality Service written by Valarie A. Zeithaml and published by Simon and Schuster. This book was released on 2010-05-11 with total page 185 pages. Available in PDF, EPUB and Kindle. Book excerpt: Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service quality, they construct a model that, by balancing a customer's perceptions of the value of a particular service with the customer's need for that service, provides brilliant theoretical insight into customer expectations and service delivery. For example, Florida Power & Light has developed a sophisticated, computer-based lightening tracking system to anticipate where weather-related service interruptions might occur and strategically position crews at these locations to quicken recovery response time. Offering a service that customers expect to be available at all times and that they will miss only when the lights go out, FPL focuses its energies on matching customer perceptions with potential need. Deluxe Corporation, America's highly successful check printer, regularly exceeds its customers' expectations by shipping nearly 95% of all orders by the day after the orders were received. Deluxe even put U.S. Postal Service stations inside its plants to speed up delivery time. Customer expectations change over time. To anticipate these changes, Metropolitan Life Insurance Company regularly monitors the expectations and perceptions of their customers, using focus group interviews and the authors' 22-item generic SERVQUAL questionnaire, which is customized by adding questions covering specific aspects of service they wish to track. The authors' groundbreaking model, which tracks the five attributes of quality service -- reliability, empathy, assurance, responsiveness, and tangibles -- goes right to the heart of the tendency to overpromise. By comparing customer perceptions with expectations, the model provides marketing managers with a two-part measure of perceived quality that, for the first time, enables them to segment a market into groups with different service expectations.
Book Synopsis EBOOK: Services Marketing: Integrating Customer Focus Across the Firm by : Alan Wilson
Download or read book EBOOK: Services Marketing: Integrating Customer Focus Across the Firm written by Alan Wilson and published by McGraw Hill. This book was released on 2016-01-16 with total page 558 pages. Available in PDF, EPUB and Kindle. Book excerpt: European economies are now dominated by services, and virtually all companies view service as critical to retaining their customers today and in the future. In its third European edition, Services Marketing: Integrating Customer Focus across the Firm provides full coverage of the foundations of services marketing, placing the distinctive gaps model at the center of this approach. Drawing on the most recent research and using up-to-date and topical examples, the book focuses on the development of customer relationships through quality service, out lining the core concepts and theories in services marketing today. New and updated material in this new edition include: · - New content on the role of digital marketing and social media has been added throughout to reflect the latest developments in this dynamic field · - Increased coverage of Service dominant logic regarding the creation of value and the understanding of customer relationships · - New examples and case studies added from global and innovative companies including AirBnB, IKEA, Disneyland, Scandinavia Airlines, and Skyscanner
Book Synopsis Relationship Between Guest Perceptions of Service Quality and Customer Loyalty in the Hotel Industry in South Florida by : Chen-Hsien Lin
Download or read book Relationship Between Guest Perceptions of Service Quality and Customer Loyalty in the Hotel Industry in South Florida written by Chen-Hsien Lin and published by . This book was released on 2005 with total page 334 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Marketing for Leisure and Tourism by : Michael Morgan
Download or read book Marketing for Leisure and Tourism written by Michael Morgan and published by Financial Times/Prentice Hall. This book was released on 1996 with total page 317 pages. Available in PDF, EPUB and Kindle. Book excerpt: This text gives an underpinning of marketing theory, illustrated with examples and case studies drawn from a wide range of leisure organizations and activities. Tourism is dealt with as an integral part of the leisure market rather than a separate phenomenon. Coverage is given to the need for public and voluntary organizations to become more marketing-orientated, as well as designing and delivering service quality.
Book Synopsis Food and Beverage Management by : Bernard Davis
Download or read book Food and Beverage Management written by Bernard Davis and published by Routledge. This book was released on 2013-01-11 with total page 412 pages. Available in PDF, EPUB and Kindle. Book excerpt: This introductory textbook provides a thorough guide to the management of food and beverage outlets, from their day-to-day running through to the wider concerns of the hospitality industry. It explores the broad range of subject areas that encompass the food and beverage market and its five main sectors – fast food and popular catering, hotels and quality restaurants and functional, industrial, and welfare catering. New to this edition are case studies covering the latest industry developments, and coverage of contemporary environmental concerns, such as sourcing, sustainability and responsible farming. It is illustrated in full colour and contains end-of-chapter summaries and revision questions to test your knowledge as you progress. Written by authors with many years of industry practice and teaching experience, this book is the ideal guide to the subject for hospitality students and industry practitioners alike.
Book Synopsis Hospitality Marketing and Consumer Behavior by : Vinnie Jauhari
Download or read book Hospitality Marketing and Consumer Behavior written by Vinnie Jauhari and published by CRC Press. This book was released on 2017-06-26 with total page 229 pages. Available in PDF, EPUB and Kindle. Book excerpt: Creating memories and joyous experiences for consumers is a key dimension affecting the profitability and growth of a hospitality firm. Drawing on global experiences, this new book looks at the diverse factors that create these positive experiences and provides insight into marketing and consumer behavior in the context of hospitality and tourism. The dynamics of emerging economies has been captured, and some lessons have been drawn from best practices across the globe.
Book Synopsis Review of Marketing 1990 by : Valarie A. Zeithaml
Download or read book Review of Marketing 1990 written by Valarie A. Zeithaml and published by Marketing Classics Press. This book was released on 2012 with total page 553 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Tourism and Hospitality Marketing by : Simon Hudson
Download or read book Tourism and Hospitality Marketing written by Simon Hudson and published by SAGE. This book was released on 2009-05-12 with total page 490 pages. Available in PDF, EPUB and Kindle. Book excerpt: With over 70 global case studies and vignettes, this textbook covers all the key marketing principles applied to tourism and hospitality, showing how these concepts work in practice and demonstrating the diverse range of tourism and hospitality products on offer. Chapters are packed with pedagogical features that will help readers consolidate their learning, including: - Chapter objectives - Key terms - Discussion questions and exercises - Links to useful websites - Profiles of successful individuals and organizations Tourism and Hospitality Marketing is accompanied by a website that offers lecturers answers to the discussion questions and exercises in the book, case study questions, a test bank, PowerPoint slides and a list of additional teaching resources.
Book Synopsis Hospitality Marketing Management by : David C. Bojanic
Download or read book Hospitality Marketing Management written by David C. Bojanic and published by Wiley Global Education. This book was released on 2016-11-16 with total page 386 pages. Available in PDF, EPUB and Kindle. Book excerpt: Hospitality Marketing Management, 6th Edition explores marketing and themes unique to hospitality and tourism. The 6th edition presents many new ideas along with established marketing principles, exploring not only the foundations of marketing in the hospitality world but also new trends in the industry.
Book Synopsis Strategic Innovative Marketing and Tourism by : Androniki Kavoura
Download or read book Strategic Innovative Marketing and Tourism written by Androniki Kavoura and published by Springer Nature. This book was released on 2020-03-09 with total page 1074 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book covers a very broad range of topics in marketing, communication, and tourism, focusing especially on new perspectives and technologies that promise to influence the future direction of marketing research and practice in a digital and innovational era. Among the areas covered are product and brand management, strategic marketing, B2B marketing and sales management, international marketing, business communication and advertising, digital and social marketing, tourism and hospitality marketing and management, destination branding and cultural management, and event marketing. The book comprises the proceedings of the International Conference on Strategic Innovative Marketing and Tourism (ICSIMAT) 2019, where researchers, academics, and government and industry practitioners from around the world came together to discuss best practices, the latest research, new paradigms, and advances in theory. It will be of interest to a wide audience, including members of the academic community, MSc and PhD students, and marketing and tourism professionals.
Author :Alexander H. Kracklauer Publisher :Springer Science & Business Media ISBN 13 :3540247106 Total Pages :277 pages Book Rating :4.5/5 (42 download)
Book Synopsis Collaborative Customer Relationship Management by : Alexander H. Kracklauer
Download or read book Collaborative Customer Relationship Management written by Alexander H. Kracklauer and published by Springer Science & Business Media. This book was released on 2012-11-07 with total page 277 pages. Available in PDF, EPUB and Kindle. Book excerpt: Driven by rapidly changing business environments and increasingly demanding consumers, many organizations are searching for new ways to achieve and retain a competitive advantage via customer intimacy and CRM. This book presents a new strategic framework that has been tested successfully with various global companies. New management concepts such as Collaborative Forecasting and Replenishment, CRM, Category Management, and Mass Customization are integrated into one holistic approach. Experts from companies like McKinsey and Procter&Gamble, as well as authors from renowned academic institutions, offer valuable insights on how to redesign organizations for the future.
Book Synopsis Service Quality and Management by : Bernd Stauss
Download or read book Service Quality and Management written by Bernd Stauss and published by Springer Science & Business Media. This book was released on 2013-06-29 with total page 307 pages. Available in PDF, EPUB and Kindle. Book excerpt: Introduction Are services millennium-proof? Certainly not. At least not at this moment. There is no thorough research needed to derive that conclusion, simply ask around. The evi dence is overwhelming. True horror stories exist of all types of services in all types of sectors. It is even becoming a business in itself. Television shows that are based on customer complaints about services are becoming more and more popular. As is the case in the millennium problem, management of service companies experiences a lot of problems in the hardware and the software of services. There are still prob lems in defining and developing the service, and problems in creating, realizing and managing weil defined services. Is there than no progress at all? We believe there iso The enormous attention for services has its advantages as weil. In various places innovations are realized, and what is more important are linked to theory. Only in this way learning becomes pos sible. Eventually innovative practice will reflect in the development of theory, and in turn good practice will be based on solid theory. This series tries to support this pro cess by presenting a number of innovative practices, and examples of testing theory in service quality marketing and management.
