managing tourism and hospitality services

2001

Quality in the tourism and hospitality industry involves consistent delivery of products and guest services according to expected standards. Delivering quality service is one of the major challenges the hospitality managers will be facing in the following years as it is an essential condition for success in the emerging, keenly competitive, global hospitality markets. There are various tools that measure and improve quality service, as well as mechanisms for quality recognition in the tourism and hospitality industry. The managers should identify, record and weigh up the impacts of cost-profit and be in a position to prioritise towards a quality improvement process for their own property. The present study shows that tourism stakeholders perceive quality service in a hotel as value for money, a comfortable room, friendly staff and tasty food. Moreover, the survey shows that there is always room for further improvement of the hospitality services. Other results of the survey reveal that the most important factors for a hotel's future are guest satisfaction, guest retention and word of mouth advertising. Aiming at excellence and profitability, the outcomes of the survey suggest focus on quality service; retention of existing guests by exceeding their expectations; continuous quality improvement; employment, regular training and empowerment of service-oriented staff; search for best practices through benchmarking; and, finally, pursuit of quality accreditation through the various schemes, such as the eco-labels, ISO and the EU Foundation for Quality Management.

2006

Quality and Service Management Perspectives 3 Consumer Involvement Consumers' degrees of interest and 'involvement' in purchasing particular products or 4 E. Laws, B. Prideaux and G. Moscardo Source: Parasuraman et al. (1985). 8 E. Laws, B. Prideaux and G. Moscardo Similarly Jorgensen (1989, p. 19) has noted that the case studied may be a culture, society, community, subculture, organization, group, or phenomenon such as beliefs, practices, interactions.. .. Case studies stress the holistic examination of a phenomenon, and they seek to avoid the separation of components from the larger context to which these matters may be related.

A differentiated tourist experience is critical for business success. The quality of the company's customer experience is ultimately determined by the way tourists feel about their last interaction. Our paper presents some key principles that help tourism companies in offering great customer experience, focusing on the idea that Total Quality Management represents the solution for service excellence in the hospitality industry. Tourism companies that consistently deliver positive customer experiences across all touch points maintain customer loyalty, build stronger brands, and are better able to avoid competition on price alone. They therefore grow faster and earn healthier profits than companies that don't keep their customers happy.

1996

Handbook of Hospitality Marketing Management, 2014

Handbook of Hospitality Marketing Management Models of quality suggest that service quality is multi-dimensional. Acting on this assumption, researchers have investigated the number and nature of the service quality dimensions in a variety of service organizations, such as hotels, restaurants, and banks. However, the outcome of this research is mixed. To date, there has been no clear agreement across service industries on what might constitute the generic and specific dimensions of service quality. The lack of consensus can largely be attributed to the fact that service quality research has been dominated by two separate schools of thought-the North American and the Nordic European-that employ different assumptions. As Parasuraman et al. point out the North American school ini-AU2 Ch08-I045080 28-11-2007 5:35 p.m.

Service quality has been an important subject of research involving food and beverage (F&B) departments of hotels. Despite a substantial number of studies on service quality, the reasons why guests revisit a hotel and why a high-quality service from the F&B department is needed have remained unanswered. This paper aims to review existing literature on service quality management in the F&B departments of hotels, its process, and the effective service quality management framework. This paper discusses famous models, and explains Parasuraman's dimensional framework of service quality management in the area of F&B and its application to the hotel industry. The conceptual paper suggests application of the dimensional model in the F&B department and encourages hotels to improve its management to better satisfy their guests.

Recently , a number of researchers in the hotel industry have identified and emphasised the importance of service quality from a variety of aspects . Although the importance of hotel service quality has been recognised (Min, Min, & Chung, 2002; Callan & Kyndt , 2001; Callan & Bowman, 2000; Danaher & Mattsson, 1994; Saleh & Ryan, 1991), limited research has addressed the structure and antecedents of the concept of service quality (Wilkins et al., 2006a). In addition, there is considerable debate in the literature on how best to conceptualise service

Analysing the Egyptian tourism higher education scheme: An externalcompetitive benchmarking study Working knowledge: an evidence based design of workplacelearning at Maastricht Hotel Management School in the Netherlands Hospitality Management Students' Conceptions about Teaching and Learning and their Evaluation of Tasks in Problem-based Learning An Assessment of the Effects of Travel and Tourism Introductory Course on Understanding Global Issues Growing a Green Restaurant-Is it Myth or Magic? The Time is Now to Take Restaurant Sustainability More Seriously Case Studies of the Best Practices in Sustainability In German and Estonian Hotels Services Information INTRODUCING THE CRM-7-18 MODEL : Analysing the need for and introducing a framework for phased design and implementation of guest relationship programs

2013

The service industry has never been so competative then it is today. In order to survive companies must focus on delivering quality to their customers and meeting their expectations. Management must make decisions on how to effectively improve business performance in order to compete in a highly competative industry. Service quality is on of these focus areas. Theoretical knowledge on service quality management has presentated a great deal of models and theories for management to follow yet most interesting was the gap model which presented gaps which indicate lack of focus which negatively affect the outcome of service quality based on decisions by mangement. Management´s perception of service quality had the most affect on all decisions and was the focus of this study. The results yielded different perspectives on service quality and based on the variety of defintiion, different perceptions are formed based on different perspectives and resutls in different methods of managing service quality. The conclusion is that effictively manageming service quality starts with havign the right perception of service quality which relies on how much emphasis management puts in understanding their customers.