Approaches to quality management in hotel industry
The result's identifiers
Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F62156489%3A43110%2F13%3A00210029" target="_blank" >RIV/62156489:43110/13:00210029 - isvavai.cz</a>
Result on the web
<a href="http://dx.doi.org/10.11118/actaun201361072693" target="_blank" >http://dx.doi.org/10.11118/actaun201361072693</a>
DOI - Digital Object Identifier
<a href="http://dx.doi.org/10.11118/actaun201361072693" target="_blank" >10.11118/actaun201361072693</a>
Alternative languages
Result language
angličtina
Original language name
Approaches to quality management in hotel industry
Original language description
The aim of the paper is to present possibilities and specifics of quality management in hotel services with the focus on the Servqual model. Servqual works on the definition of five dimensions of service quality: tangibles, reliability, responsiveness, assurance and empathy. Demonstrating the practical application of Servqual in selected hotels in the Czech Republic is also a part of the paper. Input data have been gained by force of a primary field-research with the help of a quantitative research viaquestionnaires and deep interviews. The results of the Servqual score for individual dimensions of service quality have also been used to calculate a total weighted score for the examined hotels and to outline benchmarking utilisation possibilities.
Czech name
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Czech description
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Classification
Type
J<sub>x</sub> - Unclassified - Peer-reviewed scientific article (Jimp, Jsc and Jost)
CEP classification
AE - Management, administration and clerical work
OECD FORD branch
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Result continuities
Project
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Continuities
S - Specificky vyzkum na vysokych skolach
Others
Publication year
2013
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů
Data specific for result type
Name of the periodical
Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis
ISSN
1211-8516
e-ISSN
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Volume of the periodical
61
Issue of the periodical within the volume
7
Country of publishing house
CZ - CZECH REPUBLIC
Number of pages
7
Pages from-to
2693-2699
UT code for WoS article
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EID of the result in the Scopus database
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