Explain how a hotel establishment can satisfy guests in each of the components of perceived service quality
Question:
Explain how a hotel establishment can satisfy guests in each of the components of perceived service quality mentioned below. Use examples as far as possible.
Reliability: the ability to provide a service as expected by the guest.
Assurance: the degree to which the guest can feel confident that the service will be correctly provided.
Tangibles: the quality of the physical environment and materials used in providing the service.
Responsiveness: the ability of the service provider to respond to the individual needs of a particular guest.
Empathy: the courtesy, understanding, and friendliness shown by the service provider.3
Management Accounting
ISBN: 9780730369387
4th Edition
Authors: Leslie G. Eldenburg, Albie Brooks, Judy Oliver, Gillian Vesty, Rodney Dormer, Vijaya Murthy, Nick Pawsey