Servqual Potential for Quality Management in Hotel Services.

Result code in IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F62156489%3A43110%2F12%3A00185150" target="_blank" >RIV/62156489:43110/12:00185150 - isvavai.cz</a>

Result on the web

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DOI - Digital Object Identifier

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Result language

angličtina

Original language name

Servqual Potential for Quality Management in Hotel Services.

Original language description

The paper presents the possibilities and specifications of using the Servqual method in managing the quality of services in hotel industry. The Servqual method comes out of the definition of five dimensions of quality service: the influence of the environment - tangibles, reliability, responsive approach -- responsiveness, assurance and empathy, and it is based on so called Gap analysis that principally comes out of the contradiction between a client's expectation and perception. Demonstrating a practical application of the Servqual in hotel industry is also a part of the paper, as well as verifying the possibility of quantifying customer satisfaction by force of the gap model, evaluating a general applicability and presenting suggestions for possibleadaptations and also further utilization in the branch of tourism. Input data necessary for the Gap analysis were received by force of a primary survey (so called field-research) with the help of a quantitative research in the form of que

Czech name

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Czech description

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Type

J_x - Unclassified - Peer-reviewed scientific article (Jimp, Jsc and Jost)

CEP classification

AE - Management, administration and clerical work

OECD FORD branch

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Project

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Continuities

Z - Vyzkumny zamer (s odkazem do CEZ)

Publication year

2012

Confidentiality

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Name of the periodical

Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis

ISSN

1211-8516

e-ISSN

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Volume of the periodical

LX

Issue of the periodical within the volume

2

Country of publishing house

CZ - CZECH REPUBLIC

Number of pages

8

Pages from-to

307-314

UT code for WoS article

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EID of the result in the Scopus database

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