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.
Inhaltsverzeichnis (Table of Contents)
- ABSTRACT
- 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
Zielsetzung und Themenschwerpunkte (Objectives and Key Themes)
This research paper explores the concept of service quality in upscale hotels using the critical incident technique. It aims to identify and examine issues of service quality perceived by customers. The study utilizes academic literature and a survey conducted among students and lecturers to understand the factors contributing to customer satisfaction and dissatisfaction.
- Service quality in upscale hotels
- Critical incident technique
- Customer satisfaction and dissatisfaction
- Service failures and their impact
- Managerial implications for enhancing service quality
Zusammenfassung der Kapitel (Chapter Summaries)
- Chapter 1: Introduction: This chapter provides an overview of the research topic and its rationale, outlining the research aim and objectives. It also details the methodology employed and the chapter outline.
- Chapter 2: Literature Review: This chapter critically reviews relevant academic literature on service quality, including definitions, the SERVQUAL model, and service failure as a dissatisfier.
- Chapter 3: Methodology: This chapter outlines the research objective and design, including secondary and primary data sources, questionnaire, and the critical incident technique employed.
- Chapter 4: Findings: This chapter presents the findings of the study, focusing on available service, staff performance, and interior design.
- Chapter 5: Analysis and Managerial Implications: This chapter analyzes the findings and derives managerial implications based on the study's results, suggesting potential improvements in service quality.
Schlüsselwörter (Keywords)
This research paper focuses on service quality in upscale hotels, employing the critical incident technique to analyze customer perceptions. The research explores service failures, customer satisfaction and dissatisfaction, and the role of staff performance and interior design in creating a positive customer experience. Key concepts include the SERVQUAL model, primary and secondary data collection, and managerial implications for improving service quality.
- Arbeit zitieren
- William Gemkow (Autor:in), 2010, An investigation of service quality in upscale hotels using the critical incident technique, München, GRIN Verlag, https://www.grin.com/document/167855
