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  • The aim of the paper is to present possibilities and specifics of quality management in hotel services with the focus on the Servqual model. Servqual works on the definition of five dimensions of service quality: tangibles, reliability, responsiveness, assurance and empathy. Demonstrating the practical application of Servqual in selected hotels in the Czech Republic is also a part of the paper. Input data have been gained by force of a primary field-research with the help of a quantitative research via questionnaires and deep interviews. The results of the Servqual score for individual dimensions of service quality have also been used to calculate a total weighted score for the examined hotels and to outline benchmarking utilisation possibilities.
  • The aim of the paper is to present possibilities and specifics of quality management in hotel services with the focus on the Servqual model. Servqual works on the definition of five dimensions of service quality: tangibles, reliability, responsiveness, assurance and empathy. Demonstrating the practical application of Servqual in selected hotels in the Czech Republic is also a part of the paper. Input data have been gained by force of a primary field-research with the help of a quantitative research via questionnaires and deep interviews. The results of the Servqual score for individual dimensions of service quality have also been used to calculate a total weighted score for the examined hotels and to outline benchmarking utilisation possibilities. (en)
Title
  • Approaches to quality management in hotel industry
  • Approaches to quality management in hotel industry (en)
skos:prefLabel
  • Approaches to quality management in hotel industry
  • Approaches to quality management in hotel industry (en)
skos:notation
  • RIV/62156489:43110/13:00210029!RIV14-MSM-43110___
http://linked.open...avai/riv/aktivita
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  • 61877
http://linked.open...ai/riv/idVysledku
  • RIV/62156489:43110/13:00210029
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  • quality management; tourism; customer satisfaction; hotel industry; servqual (en)
http://linked.open.../riv/klicoveSlovo
http://linked.open...odStatuVydavatele
  • CZ - Česká republika
http://linked.open...ontrolniKodProRIV
  • [96B1061E00FE]
http://linked.open...i/riv/nazevZdroje
  • Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis
http://linked.open...in/vavai/riv/obor
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http://linked.open...v/svazekPeriodika
  • 61
http://linked.open...iv/tvurceVysledku
  • Ryglová, Kateřina
  • Vajčnerová, Ida
  • Šácha, Jakub
issn
  • 1211-8516
number of pages
http://bibframe.org/vocab/doi
  • 10.11118/actaun201361072693
http://localhost/t...ganizacniJednotka
  • 43110
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