“Accessibly written and thoughtfully edited, making it essential reading for those studying hospitality and embarking on a career in the industry.” - Peter Lugosi, Oxford School of Hospitality Management “This text is a fascinating read… Roy Wood has spent 25 years teaching, researching and writing on the hospitality industry - much of that learning is here in this book.” - Erwin Losekoot, Auckland University of Technology “All different aspects of the hospitality industry are elaborated on… All in all a wonderful course book for for our students!” - Claudia Rothwangl, ITM College This book covers the major concepts students are likely to encounter throughout their study within the hospitality management, giving a comprehensive and up-to-date overview as well as providing engaging everyday examples from around the world. A leading figure in the field, Roy Wood has successfully gathered international contributors with direct experience of hospitality management and the hospitality industry as a whole, ensuring the academic, geographical and practical integrity of the book. Key Concepts in Hospitality Management is written for undergraduate students and those studying short postgraduate or executive education courses in hospitality management, events management, tourism management and leisure management.
Chapter : Editor's Introduction
Service Quality in Hospitality
See also: Customer relationship management in hospitality; Hotels and the internet; Operations management in hospitality
Service quality is defined as the gap between customers’ expectations and their perceptions of service performance; that is, what the customer expected or predicted that they would receive in terms of the quality of service during service delivery compared with what they perceive or believe the quality of service to have been after the service has been received. The notion of a gap or failure to meet the expectations of customers was first introduced by Parasuraman, Zeithaml and Berry (1985) whose SERVQUAL study identified a series of dimensions that make up the service experience. Since then many scholarly studies have sought to advance ...