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Quality of hotel servicesCvikl, HelenaǂThe ǂquality of hotel services plays a crucial role in attracting and retaining hotel guests. However, as hotel services have many dimensions, it is important to know how the individual dimensions ... influence the guests' perception of the quality of hotel services. The author used the theoretical framework of SERVQUAL model and researched the importance of different dimensions of hotel service on the sample of 307 hotel guests and 12 hotel managers. She compared their rankings and established to what degree hotel managers understand wishes of their guests.Source: Commodity science in global quality perspective : products - technology, quality and environment : proceedings of the 13th IGWT Symposium, 2th - 8th September 2001, Maribor, Slovenia (Vol. 2, str. 871-874)Type of material - conference contributionPublish date - 2001Language - englishCOBISS.SI-ID - 5844252
Author
Cvikl, Helena
Topics
kvaliteta |
celovita kvaliteta |
zagotavljanje kvalitete |
TQM |
management |
cilj |
problematika |
metode |
modeli |
standardi |
storitve |
hotelirstvo |
turistično gospodarstvo |
Slovenija |
Evropska unija |
osebje |
motiviranje |
uporabniki |
potrošnik |
ankete |
paradigme |
dejavnost |
donos |
stroški |
toleranca |
teorija racionalnih pričakovanj |
analiza stroškov |
uspešnost poslovanja |
pogoji gospodarjenja |
poslovno okolje |
razvojna politika |
poslovni rezultati |
promocija
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Database name | Field | Year |
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Cvikl, Helena | 21989 |
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