Evaluating service quality in a UK hotel chain: a case study

Jiju Antony · Frenie Jiju Antony · Sid Ghosh

132 citations0/0 files storedInternational Journal of Contemporary Hospitality Management

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Customer Service Quality and Loyalty Management Systems and Quality Improvement Service and Product Innovation

Abstract

Service quality is a growing concern for many service firms in the UK. Today service firms are paying more attention than ever to the needs and expectations of the customers by consistently improving the quality of service provided to their customers. This paper briefly explores the relation between service quality and business performance followed by an assessment of service quality as a framework. The case study focuses on a hotel group in UK, where service quality was measured at six different locations. The findings from the research unveiled that there were significant variations for service quality between the six hotels.

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References

1990Delivering quality service: balancing customer perceptions and expectations 1994Putting the Service-Profit Chain to Work 1984Designing services that deliver 1987The new marketing—Developing long-term interactive relationships 1996Identification of the Critical Factors of TQM*1998Service quality: a tutorial

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