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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 AM Wieland F1985p18 Quality within a service environment can be examined in a number of differing ways Hope Muhlemann 1998p367-386 as quality and service quality have received substantial theoretical attention for decades Skalpe Sandvik 2002p361-376 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 managements 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 1998p372 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 2000pp255267 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 peopleMullins LJ2005p964 TQM views an organization as a collection of processes It maintains that organizations must strive to continuously improve these processes by incorporating the knowledge and experiences of workers The simple objective of TQM is Do the right things right the first time every time
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