Consumers' Expectations for Service Quality in Economy, Mid-Price and Luxury Hotels

Abstract

This paper focuses on the development and application of a 26-item instrument which can help hotels measure, assess and manage the quality of their guest service. First, it briefly discusses the development of LODGSERV, an index to measure consumer expectations for Service Quality in their hotel experiences. It next considers its use in differentiating these expectations based on price segment: economy, mid-price, and luxury hotels. Finally, it suggests how management can utilize the index to better measure the degree to which it is meeting, exceeding or falling below the expectations of its guests.

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