Service Quality in the Northern Ireland Hospitality Industry

Abstract

The international demand for products and services no longer happens automatically; it has to be created. Consumers are increasingly becoming more sophisticated in the standards which they expect and more vocal about products and services which do not meet their requirements in terms of choice and quality. This applies to a whole range of products and services including those provided by the hospitality industry. Managements are constantly striving to meet customer requirements and in an effort to fulfil this objective have turned to a wide continuum of theories and practices such as quality circles, etc. Total quality is one of the latest concepts to have found favour in the world of management as a means to maintain, increase and consolidate market share. Examines the importance of the quality issue in the service sector of the economy. Commences with an exposition of the main principles of quality management and goes on to discuss two examples of particular importance to the hospitality industry in Northern Ireland by focusing on two cases located in different sectors of the industry.

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