Service and quality and quality service: satisfying customers in the hospitality industry

Abstract

The purpose of this paper is to identify related literature and cases regarding the management of quality in the hospitality industry. It appears that Parasuraman‟s gap model between expectations and delivery still appears to be the foundation of quality methodology in this sector. An understanding of the differences in the applied dimensions of quality between goods and services is critical. Quality in the service industry is highly employee centred and quality experienced at the point of consumption. The article concludes with how the popular quality frameworks could be used in the hospitality environment.

Keywords

• Service quality
• customer loyalty
• SERVQUAL
• TQM