Servqual Potential for Quality Management in Hotel Services.

Kód výsledku v 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>

Výsledek na webu

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DOI - Digital Object Identifier

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Jazyk výsledku

angličtina

Název v původním jazyce

Servqual Potential for Quality Management in Hotel Services.

Popis výsledku v původním jazyce

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

Název v anglickém jazyce

Servqual Potential for Quality Management in Hotel Services.

Popis výsledku anglicky

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

Druh

J_x - Nezařazeno - Článek v odborném periodiku (Jimp, Jsc a Jost)

CEP obor

AE - Řízení, správa a administrativa

OECD FORD obor

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Projekt

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Návaznosti

Z - Vyzkumny zamer (s odkazem do CEZ)

Rok uplatnění

2012

Kód důvěrnosti údajů

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

Název periodika

Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis

ISSN

1211-8516

e-ISSN

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Svazek periodika

LX

Číslo periodika v rámci svazku

2

Stát vydavatele periodika

CZ - Česká republika

Počet stran výsledku

8

Strana od-do

307-314

Kód UT WoS článku

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EID výsledku v databázi Scopus

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