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  • An Integrated Approach to Service Quality in Hotels

    Author(s)
    C.G. Davidson, Michael
    Griffith University Author(s)
    Davidson, Michael C.
    Year published
    2003
    Metadata
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    Abstract
    An examination of service quality in hotels goes beyond the measurement approach by incorporating, customer satisfaction, organizational culture and climate. Customer satisfaction is examined and the use of employee perceptions of customer satisfaction is proposed as an index for customer satisfaction. Organizational climate is discussed as being a fundamental element that needs to be understood and used by managers in order to promote service quality. A conceptual model that incorporates all the elements of an expanded service quality model is presented by utilizing organizational culture and climate as its base. It is ...
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    An examination of service quality in hotels goes beyond the measurement approach by incorporating, customer satisfaction, organizational culture and climate. Customer satisfaction is examined and the use of employee perceptions of customer satisfaction is proposed as an index for customer satisfaction. Organizational climate is discussed as being a fundamental element that needs to be understood and used by managers in order to promote service quality. A conceptual model that incorporates all the elements of an expanded service quality model is presented by utilizing organizational culture and climate as its base. It is argued that hotel managers need to address all aspects of the model simultaneously instead of the single element at a time approach.
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    Journal Title
    Journal of Quality Assurance in Hospitality & Tourism
    Volume
    4
    Issue
    1&2
    DOI
    https://doi.org/10.1300/J162v04n01_04
    Subject
    Commercial Services
    Tourism
    Publication URI
    http://hdl.handle.net/10072/26582
    Collection
    • Journal articles

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