Analysing service quality in the hospitality industry

Examines the dimensions of service quality in the hospitality industry by extending the SERVQUAL scale to include eight new items that specifically pertain to the hospitality industry, subsequently referred to as HOLSERV. A total of 1,000 questionnaires were distributed at five mid-luxury hotels in...

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Veröffentlicht in:	Managing service quality 1999-04, Vol.9 (2), p.136-143
Hauptverfasser:	Wong Ooi Mei, Amy, Dean, Alison M., White, Christopher J.
Format:	Artikel
Sprache:	eng
Schlagworte:	Australia Competitive advantage Customer services Hospitality industry Hotels & motels Measurement Quality of service Service quality
Online-Zugang:	Volltext
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