During the last years, quality has become crucial factor in the hospitality industry as customers become more demanding and evaluate the received services more critically.
This research papers aims to identify and examine issues of service quality received in upscale hotels using the critical incident technique.
The academic literature, including books, journals and other sources will be critically evaluated with interest to service quality and service failures. The findings are drawn from a survey conducted among students and lecturers.
The results show a range of satisfiers and dissatisfiers relating the service delivery in an upscale hotel. Lastly, conclusion and recommendations for future research are given.
Table of Contents
CHAPTER 1: INTRODUCTION
1.1 BACKGROUND TO TOPIC AND RESEARCH RATIONALE
1.2 RESEARCH AIM AND OBJECTIVE
1.3 METHODOLOGY
1.4 CHAPTER OUTLINE
CHAPTER 2: LITERATURE REVIEW
2.1 INTRODUCTION
2.2 SERVICE QUALITY
2.2.1 DEFINITION OF SERVICE QUALITY
2.2.2 SERVQUAL MODEL
2.3 SERVICE FAILURE
2.3.1 DEFINITION OF SERVICE FAILURE AS DISSATISFIERS
CHAPTER 3: METHODOLOGY
3.1 RESEARCH OBJECTIVE
3.2 RESEARCH DESIGN
3.2.1 SECONDARY DATA
3.2.2 PRIMARY DATA
3.2.2.1 QUESTIONNAIRE
3.2.2.2 CRITICAL INCIDENT TECHNIQUE
CHAPTER 4: FINDINGS
4.1 AVAILABLE SERVICE
4.2 STAFF PERFORMANCE
4.3 INTERIOR DESIGN
CHAPTER 5: ANALYSIS AND MANAGERIAL IMPLICATIONS
5.1 ANALYSIS
5.2 MANAGERIAL IMPLICATIONS
CHAPTER 6: CONCLUSION AND RECOMMENDATION FOR FUTURE RESEARCH
6.1 CONCLUSION
6.2 RECOMMENDATIONS FOR FUTURE RESEARCH
CHAPTER 7: BIBLIOGRAPHY
CHAPTER 8: APPENDICES
A. QUESTIONNAIRE
B. TABLE OF RESULTS
Objectives and Research Themes
The primary objective of this research is to investigate the factors influencing service quality within upscale hotels, specifically identifying elements that contribute to guest satisfaction and dissatisfaction through the application of the Critical Incident Technique.
- The role of staff performance in delivering service quality.
- Evaluation of "satisfiers" and "dissatisfiers" in luxury hotel environments.
- Assessment of service recovery strategies and their impact on guest loyalty.
- The relationship between physical facility design and perceived service value.
Excerpt from the Book
2.2.1 DEFINITION OF SERVICE QUALITY
Service quality depends on multiple factors. Service characteristics are listed by Hoffmann & Bateson (2005); intangibility, heterogeneous, perishable and their production and consumption is inseparable. Kossmann (2006, p. 19) defines the term service as the “production of an essentially intangible benefit, either alone […] or as a significant element of a tangible product, which through some form of exchange satisfies an identified consumer need”. Services are experienced differently and consequently the quality of it depends on the expectations of each individually. Nevertheless, the term quality is defined by the British Standard Institute as a “set of characteristics fulfilling requirements” (2005, p.7).
Summary of Chapters
CHAPTER 1: INTRODUCTION: This chapter establishes the rising importance of service quality in the hospitality industry and defines the research aims, including the investigation of success factors and the use of the critical incident technique.
CHAPTER 2: LITERATURE REVIEW: This chapter reviews academic literature on service quality and service failures, exploring models like SERVQUAL and the characteristics of service in the hotel sector.
CHAPTER 3: METHODOLOGY: This chapter outlines the research design, explaining the use of a mixed-methods approach combining literature review with primary data collection via questionnaires and the Critical Incident Technique.
CHAPTER 4: FINDINGS: This chapter presents the data gathered from the survey, categorizing incident reports into available services, staff performance, and interior design.
CHAPTER 5: ANALYSIS AND MANAGERIAL IMPLICATIONS: This chapter analyzes the primary findings, highlighting the critical role of staff performance and providing recommendations for hotel managers to improve service recovery.
CHAPTER 6: CONCLUSION AND RECOMMENDATION FOR FUTURE RESEARCH: This chapter synthesizes the research findings, confirming that human factors outweigh physical facilities in service quality, and suggests future research directions.
CHAPTER 7: BIBLIOGRAPHY: A comprehensive list of all academic sources, books, and journals referenced throughout the study.
CHAPTER 8: APPENDICES: Contains the questionnaire design and detailed tables of results supporting the primary research data.
Key Words
Service Quality, Upscale Hotels, Critical Incident Technique, CIT, Satisfiers, Dissatisfiers, Service Failure, Service Recovery, Hospitality Management, Guest Satisfaction, SERVQUAL, Staff Performance, Customer Loyalty, Research Methodology, Hotel Operations.
Frequently Asked Questions
What is the core focus of this research?
The research investigates service quality within the context of upscale hotels, specifically exploring the factors that lead to either exceptional guest experiences or service failures.
What are the primary themes addressed in this paper?
Key themes include service quality management, the impact of staff performance, the evaluation of physical facilities (service cape), and the effectiveness of service recovery strategies.
What is the main objective of the study?
The objective is to identify and examine specific satisfiers and dissatisfiers encountered by guests in upscale hotels and to provide managerial implications based on these findings.
Which scientific methodology is utilized?
The study employs a mixed-methods approach, utilizing secondary data from academic literature and primary data gathered through questionnaires and the Critical Incident Technique (CIT).
What does the main body of the work cover?
The main body moves from theoretical definitions of service quality to the practical application of primary research, concluding with an analysis of findings and actionable management advice.
Which keywords best describe this research?
The study is best characterized by terms such as Service Quality, Critical Incident Technique, Upscale Hotels, and Service Recovery.
Why is the Critical Incident Technique (CIT) particularly relevant for this study?
CIT is used because it is a proven, effective, and reliable method for gathering factual accounts of behaviors in specific situations, making it ideal for assessing guest perceptions of service encounters.
What conclusion does the author reach regarding the importance of staff?
The author concludes that staff performance is a more critical determinant of service quality than interior design or physical facilities, as employees play the primary role in the service delivery process.
- Quote paper
- William Gemkow (Author), 2010, An investigation of service quality in upscale hotels using the critical incident technique, Munich, GRIN Verlag, https://www.grin.com/document/167855
