ǂThe 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.
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