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

Ramphal, R.R.; Nicolaides, Angelo

UnisaIR Home
→
Graduate School for Business Leadership
→
Research Outputs (Graduate School of Business Leadership (SBL))
→
View Item

dc.contributor.author	Ramphal, R.R.
dc.contributor.author	Nicolaides, Angelo
dc.date.accessioned	2016-06-15T13:45:14Z
dc.date.available	2016-06-15T13:45:14Z
dc.date.issued	2014
dc.identifier.citation	Ramphall,R.R. & Nicolaides, A. (2014). "Service and quality and quality service: satisfying customers in the hospitality industry" [online],African Journal of Hospitality, Tourism and Leisure, 3(2):1-18. Available from <http://www.ajhtl.com/archive.html>	en
dc.identifier.issn	2223 814X
dc.identifier.uri	http://www.ajhtl.com/archive.html
dc.identifier.uri	http://hdl.handle.net/10500/20655
dc.description.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.	en
dc.language.iso	en	en
dc.publisher	African Journal of Hospitality, Tourism and Leisure	en
dc.subject	Service quality	en
dc.subject	quality service	en
dc.subject	customer loyalty	en
dc.subject	SERVQUAL	en
dc.subject	TQM	en
dc.subject	customer satisfaction	en
dc.title	Service and quality and quality service: satisfying customers in the hospitality industry	en
dc.type	Article	en