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Calidad de servicio en la industria hotelera: revisión de la Literatura
| Content Provider | Semantic Scholar |
|---|---|
| Author | Santoma, Ricard Costa, Gerard Cunill |
| Copyright Year | 2007 |
| Abstract | Objective: the purpose of this research is, on the one hand, to identify advances in research on service quality in thehotel industry and, on the other hand, to explore the existence or lack of research in hotel establishments' main management characteristics which directly influence service quality. Design, methodology, approach: in producing this work, a revision of the research literature covering the period 1990-2007 has been carried out, which has produced a variety of perspectives and models regarding service quality in the hotel industry. Main conclusions: a synthesis of the literature contributes that there are three groups of research regarding service quality in the hotel industry: that which analyses the concept from a theoretical point of view; that which focuses on total quality management; and, that which measure service quality. In terms of the latter, we can group the attributes measured into three large groups: those related to tangible aspects of the establishment; those related to reliability; and, those related to employee performance. We can see how this grouping reveals the prevalence of the SERVQUAL model by Parasuraman et al. (1985, 1988, 1991). Another conclusion that has been reached is that there is a lack of research relating management concepts to service quality. |
| Starting Page | 27 |
| Ending Page | 44 |
| Page Count | 18 |
| File Format | PDF HTM / HTML |
| Alternate Webpage(s) | http://www.esade.edu/cedit2007/pdfs/papers/pdf9.pdf |
| Language | English |
| Access Restriction | Open |
| Content Type | Text |
| Resource Type | Article |
