Improving service quality: lessons and practice from the hotel sector
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 October 1997
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
Citation
Eccles, G. and Durand, P. (1997), "Improving service quality: lessons and practice from the hotel sector", Managing Service Quality: An International Journal, Vol. 7 No. 5, pp. 224-226. https://doi.org/10.1108/09604529710172845
Publisher
:MCB UP Ltd
Copyright © 1997, MCB UP Limited