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dc.contributor.authorC.G. Davidson, Michaelen_US
dc.date.accessioned2017-04-24T09:01:21Z
dc.date.available2017-04-24T09:01:21Z
dc.date.issued2003en_US
dc.date.modified2009-11-11T05:22:21Z
dc.identifier.issn15280098en_US
dc.identifier.doi10.1300/J162v04n01_04en_AU
dc.identifier.urihttp://hdl.handle.net/10072/26582
dc.description.abstractAn 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.en_US
dc.description.peerreviewedYesen_US
dc.description.publicationstatusYesen_AU
dc.languageEnglishen_US
dc.language.isoen_AU
dc.publisherRoutledgeen_US
dc.publisher.placeUnited Statesen_US
dc.relation.ispartofpagefrom71en_US
dc.relation.ispartofpageto85en_US
dc.relation.ispartofissue1&2en_US
dc.relation.ispartofjournalJournal of Quality Assurance in Hospitality & Tourismen_US
dc.relation.ispartofvolume4en_US
dc.subject.fieldofresearchcode350599en_US
dc.titleAn Integrated Approach to Service Quality in Hotelsen_US
dc.typeJournal articleen_US
dc.type.descriptionC1 - Peer Reviewed (HERDC)en_US
dc.type.codeC - Journal Articlesen_US
gro.date.issued2003
gro.hasfulltextNo Full Text


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