Quality service in hotel business

dc.contributor.author	Σωτηριάδης, Μάριος	el
dc.contributor.author	Βαρβαρέσος, Στυλιανός	el
dc.date.accessioned	2014-12-18T16:10:21Z
dc.date.issued	2014-12-18
dc.identifier.uri	http://hdl.handle.net/11400/2985
dc.rights	Αναφορά Δημιουργού-Μη Εμπορική Χρήση-Όχι Παράγωγα Έργα 3.0 Ηνωμένες Πολιτείες	*
dc.rights.uri	http://creativecommons.org/licenses/by-nc-nd/3.0/us/	*
dc.subject	Service quality
dc.subject	Customer satisfaction
dc.subject	Assessment
dc.subject	Quality strategies
dc.subject	Total Quality Management
dc.subject	Hotel industry
dc.subject	Τουρισμός
dc.subject	Ποιότητα υπηρεσιών
dc.subject	Ικανοποίηση πελατών
dc.subject	Στρατηγικές για την ποιότητα
dc.subject	Διοίκηση και οργάνωση
dc.title	Quality service in hotel business	en
heal.type	journalArticle
heal.classification	Voyages and travels
heal.classification	Hospital management
heal.classification	Τουρισμός
heal.classification	Διοίκηση και οργάνωση
heal.classificationURI	http://id.loc.gov/authorities/subjects/sh85144443
heal.classificationURI	http://id.loc.gov/authorities/subjects/sh94003984
heal.classificationURI	N/A-Τουρισμός
heal.classificationURI	N/A-Διοίκηση και οργάνωση
heal.dateAvailable	10000-01-01
heal.language	en
heal.access	forever
heal.recordProvider	Τεχνολογικό Εκπαιδευτικό Ίδρυμα Αθήνας.Σχολή Διοίκησης και Οικονομίας.Τμήμα Διοίκησης Επιχειρήσεων.Κατεύθυνση Διοίκηση Τουριστικών Επιχειρήσεων και Επιχειρήσεων Φιλοξενίας.	el
heal.publicationDate	2005-05
heal.bibliographicCitation	Soteriades, M. and Varvaressos S., (2005) Quality service in hotel business. 7. p.40	en
heal.abstract	There is a wealth of literature on service quality. The academic research focuses on important issues which affect hotel operations, such as service quality improvement, processes involved in delivering service through employees, customer satisfaction, and managerial and marketing issues. The literature review indicates that the quality of service is a major issue for hotel operations and has strategic and managerial implications. The main aim of the present study is to address and discuss the various aspects and dimensions of service quality in the hotel industry. Firstly, the general context of service quality in hotel businesses is considered, focusing on the vital role of human resources and the significance of customer satisfaction. Secondly, the service quality assessment is discussed, highlighting topics such as the gap theory, quality control and measurement approaches of ensuring quality. Thirdly, the alternative strategies implemented in order to achieve service quality are briefly presented. The most appropriate strategy - Total Quality Management - is discussed separately. This quality strategy might constitute a reference and comparison framework for the Quality Accreditation Schemes. The key factors contributing to the successful planning and implementation of quality programmes in hotel businesses are precisely determined. Hence, the study highlights the quality service issues and provides explanations of theoretical concepts and their practical applications. It is a study which offers a useful summary of the literature on service quality in the hotel context and some insights into business practices.	en
heal.publisher	International center for research and studies in tourism	en
heal.publisher	Centre International de Recherches et d’Études Touristiques Collection Études & Rapports	fr
heal.journalName	[χ.ό.]	el
heal.journalType	peer-reviewed
heal.fullTextAvailability	true