Gržinić, Jasmina (2007) Concepts of service quality measurement in hotel industry. Economic Thought and Practice, 110 (1). pp. 81-89. ISSN 1330-1039
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The quality of service in hotel industry is an important factor of successful business. The existing trend of complete quality management in hotel industry ensures the achievement of competitive advantage of hotel companies and is therefore the subject of contemporary research into service quality in hotel industry. The concept and the conceptual model of service quality is indispensable if we wish to understand the genesis of service quality and potential gaps in quality. The aim of this paper is to show the importance of service quality in hotel industry from both the conceptual standpoint and that of service quality measurement. The paper describes the most common criteria for measuring service quality, namely the model of internal service quality and the SERVQUAL model. The shown results are those of quantitive and qualitative application of such models in hotels.
| Tip objekta: | Članak |
|---|---|
| Mentor: | NIJE ODREĐENO |
| Ključni pojmovi: | quality, service, hotel industy, measurement criteria |
| Teme: | 3 Društvene znanosti > 33 Ekonomija. Ekonomska znanost > 338 Gospodarsko stanje. Gospodarska politika. Upravljanje gospodarstvom. Gospodarsko planiranje. Proizvodnja. Usluge. Cijene > 338.4 Proizvodnja i usluge prema gospodarskim sektorima > 338.48 Turistički promet s gospodarskog gledišta. Politika turističkog gospodarstva 3 Društvene znanosti > 33 Ekonomija. Ekonomska znanost > 338 Gospodarsko stanje. Gospodarska politika. Upravljanje gospodarstvom. Gospodarsko planiranje. Proizvodnja. Usluge. Cijene > 338.4 Proizvodnja i usluge prema gospodarskim sektorima > 338.486 Razvoj, poticanje, promicanje turističkog gospodarstva |
| Odjeli: | Fakultet ekonomije i turizma "Dr. Mijo Mirković" |
| Datum pohrane: | 07 Jan 2014 08:50 |
| Zadnja promjena: | 07 Jan 2014 08:50 |
| URI: | http://eknjiznica.unipu.hr/id/eprint/2957 |
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