There is a wealth of literature on service quality. The academic research focuses on important issues which affect hotel operations, such as service quality improvement, processes involved in delivering service through employees, customer satisfaction, and managerial and marketing issues. The literature review indicates that the quality of service is a major issue for hotel operations and has strategic and managerial implications.
The main aim of the present study is to address and discuss the various aspects and dimensions of service quality in the hotel industry. Firstly, the general context of service quality in hotel businesses is considered, focusing on the vital role of human resources and the significance of customer satisfaction. Secondly, the service quality assessment is discussed, highlighting topics such as the gap theory, quality control and measurement approaches of ensuring quality. Thirdly, the alternative strategies implemented in order to achieve service quality are briefly presented. The most appropriate strategy - Total Quality Management - is discussed separately. This quality strategy might constitute a reference and comparison framework for the Quality Accreditation Schemes.
The key factors contributing to the successful planning and implementation of quality programmes in hotel businesses are precisely determined. Hence, the study highlights the quality service issues and provides explanations of theoretical concepts and their practical applications. It is a study which offers a useful summary of the literature on service quality in the hotel context and some insights into business practices.
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