Pregled bibliografske jedinice broj: 317329
Concepts of service quality measurement in hotel industry
Concepts of service quality measurement in hotel industry // Ekonomska misao i praksa : časopis Sveučilista u Dubrovniku, 16 (2007), 1; 81-98 (recenziran, članak, znanstveni)
CROSBI ID: 317329 Za ispravke kontaktirajte CROSBI podršku putem web obrasca
Naslov
Concepts of service quality measurement in hotel industry
Autori
Gržinić, Jasmina
Izvornik
Ekonomska misao i praksa : časopis Sveučilista u Dubrovniku (1330-1039) 16
(2007), 1;
81-98
Vrsta, podvrsta i kategorija rada
Radovi u časopisima, članak, znanstveni
Ključne riječi
quality ; service ; hotel industy ; measurement criteria
Sažetak
The quality of service in hotel industry is an important factor of successful business. The existing trend of complete quality management in hotel industry ensures the achievement of competitive advantage of hotel companies and is therefore the subject of contemporary research into service quality in hotel industry. The concept and the conceptual model of service quality is indispensable if we wish to understand the genesis of service quality and potential gaps in quality. The aim of this paper is to show the importance of service quality in hotel industry from both the conceptual standpoint and that of service quality measurement. The paper describes the most common criteria for measuring service quality, namely the model of internal service quality and the SERVQUAL model. The shown results are those of quantitive and qualitative application of such models in hotels.
Izvorni jezik
Engleski
Znanstvena područja
Ekonomija
POVEZANOST RADA
Projekti:
MZOS-147-1470497-3034 - Valorizacija selektivnih oblika turizma u održivom razvitku ruralnih prostora (Ružić, Pavlo, MZOS ) ( CroRIS)
Ustanove:
Institut za poljoprivredu i turizam, Poreč
Profili:
Jasmina Gržinić
(autor)
Citiraj ovu publikaciju:
Časopis indeksira:
- Web of Science Core Collection (WoSCC)
- Emerging Sources Citation Index (ESCI)
- EconLit
