Improving service quality: lessons and practice from the hotel sector
Managing Service QualityPublished 1 October 1997
Gavin Eccles, Philip Durand
Citations14
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Abstract
Seeks to review recent practice undertaken within the UK hotel sector to improve customer service, and suggests ideas that could be implemented within service industries. At a time of increasing competition, hotel firms are aiming to use service enhancement as a means to gain competitive advantage, and therefore developing a range of techniques to measure levels of service quality improvement.
Keywords
Business, Management and Accounting