Management perception of service quality in the hospitality industry
Lacle, Randall (2013)
HAAGA-HELIA ammattikorkeakoulu
2013
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2013061414184
https://urn.fi/URN:NBN:fi:amk-2013061414184
Tiivistelmä
The service industry has never been so competative then it is today. In order to survive companies must focus on delivering quality to their customers and meeting their expectations. Management must make decisions on how to effectively improve business performance in order to compete in a highly competative industry. Service quality is on of these focus areas.
Theoretical knowledge on service quality management has presentated a great deal of models and theories for management to follow yet most interesting was the gap model which presented gaps which indicate lack of focus which negatively affect the outcome of service quality based on decisions by mangement. Management´s perception of service quality had the most affect on all decisions and was the focus of this study.
The results yielded different perspectives on service quality and based on the variety of defintiion, different perceptions are formed based on different perspectives and resutls in different methods of managing service quality.
The conclusion is that effictively manageming service quality starts with havign the right perception of service quality which relies on how much emphasis management puts in understanding their customers.
Theoretical knowledge on service quality management has presentated a great deal of models and theories for management to follow yet most interesting was the gap model which presented gaps which indicate lack of focus which negatively affect the outcome of service quality based on decisions by mangement. Management´s perception of service quality had the most affect on all decisions and was the focus of this study.
The results yielded different perspectives on service quality and based on the variety of defintiion, different perceptions are formed based on different perspectives and resutls in different methods of managing service quality.
The conclusion is that effictively manageming service quality starts with havign the right perception of service quality which relies on how much emphasis management puts in understanding their customers.