Quality service in hospitality management

Essay by aston_martin81University, Bachelor'sD+, August 2006

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What is Quality service in the hospitality industry?

Quality service is the result of an operations effort to discover exactly what the guest want. Once those those needs and desires are known, procedures are implemented to deliver those wants effectively and consistently. When an operation meets guest expectations, it is providing quality service. (Rey A.M & Wieland F,1985,p.18)

Quality within a service environment can be examined in a number of differing ways (Hope & Muhlemann, 1998,p.367-386), as quality and service quality have received substantial theoretical attention for decades (Skalpe & Sandvik, 2002,p.361-376). One of the best known theoretical approaches can be seen in the work of Parasuraman, Zeithaml and Berry (1985), who formulated the 'gap model'. This model put forward the view that there may be four 'gaps' between expected service and the perceived quality of the service received that could lead to the reduction in service quality. These gaps are:

between expected service and management's perception of customer expectations.

between management perceptions of customer expectations and service quality specifications.

between service quality specifications and service delivery

between service delivery and external communications to customers. (cited in Hope & Muhlemann, 1998,p.372 )

Not only have theories to define service quality been put forward, but the expected relationships between quality and variables such as costs, sales growth, productivity, return on investment, prices, customer satisfaction and loyalty have been the foundation for the development of theories in current research (Andersen & Fornell, 2000,pp.255,267)

Application of Total Quality Management For Quality Assurance:-

An approach to quality within an organization which is committed to total customer satisfaction through a continuous process of improvement, and the contribution and involvement of people.(Mullins L.J2005,p.964)

TQM views an organization as a collection of processes. It maintains that organizations must strive to continuously improve these processes by incorporating the...