Managing Hospitality Operations Msc
HwTM,英语论文范文 Group B
“Survival of hotels in the current competitive environment where most hotels have quite similar luxurious physical facilities much depends on the delivery of service quality aiming to result in ‘customer delight’.”
Discuss how service quality models and concepts can be applied to deliver “customer delight” with particular reference to the hospitality industry
Abstract
This essay analysis is an application in the hospitality industry of the SERVQUAL model which is designed to measure components of service that meet customer satisfaction within five dimensions. This essay identifies the existence of gaps between customer and management perceptions of attributes of the hotel, and between customers’ expectations and perceptions of the service offered supported by examples. Outcomes of the study outline how customers perceive the service quality and how being able to measure service quality can benefit industry professionals. Service recovery is one of essential service chains to guarantee the service satisfies customers delight.
Introduction
Gap 1. Market Research: Customer’s expectations - Management perceptions of customer expectations gap.
Gap 2. Design: Management perceptions of customer expectations -Service standards gap.
Gap 3. Conformance: Service Standards - Service delivery gap.
Gap 4. Communication: Service delivery - Customer perception gap.
Gap 5. Customer Satisfaction: Customer perception- customer expectation gap.
(1) Reliability. Ability to perform the promised service dependably and accurately.
(2) Responsiveness. Willingness to help customers and provide prompt service.
(3) Assurance. (including competence, courtesy, credibility and security).
Knowledge and courtesy of employees and their ability to inspire trust and confidence.
(4) Empathy. (including access, communication, understanding the customer).
The caring, individualised attention to customers.
(5) Tangibles. Physical facilities, equipment and appearance of personnel.
Reference
Amadi, O. (2008) Global Financial Crisis: Challenge for the Hospitality Industry.
http://www.businessdayonline.com/index.php?option=com_content&view=article&id=1558:global-financial-crisis-challenge-for-hospitality-industry&catid=117:news&Itemid=298 - accessed 03/04/2009
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Hall, J (2009) Credit Crisis Britain: Exeter is betting tourism will pull it through. Telegraph.co.uk http://www.telegraph.co.uk/finance/markets/2790425/Credit-crisis-Britain-Exeter-is-betting-tourism-will-pull-it-through.html -accessed 01/
