Service Quality in Hospitality Industry.

      Аннотация: This book attempts to clarify the SERVQUAL model. It not only provides managers a clear picture of the quality of the services provided, but also helps them to discover the needs, wishes and expectations of the guests. The same is analyzed by determining the characteristics of service quality that are most important for guests. The findings of this research will help managers in setting customer defined standards for providing quality hospitality services through their hotels.

Ключевые слова: service quality, SERVQUAL, Hospitality industry, Customer satisfaction