Service quality in hotel industry

Mitreva, Elizabeta and Miteva, Natasa and Saneva, Dusica (2017) Service quality in hotel industry. First Internattional Scientific Conference, ISCTBL, Faculty of Tourism and Bisiness Logistics - Gevgelija, Macedonija. ISSN 978-608-244-465-9

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Quality assessment is one of the greatest challenges of hotel industry. Given its complex nature, numerous technics help in quality measurement, assessment and management. Following this it can be achieved full quality management and with that sustainable business development to the satisfaction of all stakeholders. In service industries quality is measured according to consumers’ expectation and perception. The aim of this paper is to, through literature review, to get the importance of quality in hotel services and its connection with consumers’ expectation and perception. The analysis is done on the difference in expectation and perception of consumers in hotel service and their practical implication.

Item Type: Article
Subjects: Social Sciences > Economics and business
Social Sciences > Other social sciences
Divisions: Faculty of Tourism and Business Logistics
Depositing User: Natasa Miteva
Date Deposited: 29 Jan 2018 09:19
Last Modified: 29 Jan 2018 09:19

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