Hotel guest’s quality perceptions
July 28, 2010 | Hospitality Industry
It is argued that service quality is what differentiates hospitality establishments, but there is not an agreed definition of what service quality is. There is however a few different suggestions of how to define service quality.
In conclusion, quality of the guest experience is the antecedent to both satisfaction and perceived value. Guest satisfaction is therefore a direct result of quality. Quality is also more important than price in telling hospitality companies apart from one another. Though no agreed definition of what service quality is exists, it is generally accepted that service quality is dependent of guest’s needs and expectations. Because service quality and value is difficult to measure, hospitality companies must rely on guest perceptions which can be measured effectively through carefully designed surveys that ask questions related to their expectations.
This research article written by Patrik Hellstrand, Managing Director & Hospitality Consultant of SQInsight Hospitality Consulting, discusses guest satisfaction, and the importance of studies pertaining to guest’s quality perceptions of the guest experience.
Get the full story at Hospitality.Net
Related Articles
33 tips for your hotel’s social media marketing
02 Sep, 2010 | Hospitality Industry
Booking engine becomes top requested PMS feature
02 Sep, 2010 | Hospitality Industry
IHG urging buyers to adopt dynamic hotel pricing
31 Aug, 2010 | Hospitality Industry
Marriott’s take on corporate negotiating season 2011
31 Aug, 2010 | Hospitality Industry
PwC forecasts RevPAR grow for 2010/11
31 Aug, 2010 | Hospitality Industry
OTA merchant model continues to drain hospitality industry
30 Aug, 2010 | Hospitality Industry
Challenges in pushing ADR, while OTAs are driving down rates
30 Aug, 2010 | Hospitality Industry
Meeting planners transforming conference experiences into brands
27 Aug, 2010 | Hospitality Industry
Agoda offers online registration for new hotel partners
27 Aug, 2010 | Hospitality Industry
Ten steps to ease your hotel’s OTA dependency
26 Aug, 2010 | Hospitality Industry
Most Popular Articles
A lot of consumers are social media fans of travel, but not travel companies
30 Aug, 2010 | Online Travel
6 free online PR tactics that deliver
30 Aug, 2010 | Internet Marketing
Do OTAs get PPC advertising?
30 Aug, 2010 | Internet Marketing
New TripAdvisor subsidiary to enter private hotel sale market
27 Aug, 2010 | Hospitality Industry
SEO versus PPC: Where’s your budget going in 2011?
01 Sep, 2010 | Hospitality Industry
The changing face of flight search sites
27 Aug, 2010 | Online Travel
Marriott’s take on corporate negotiating season 2011
31 Aug, 2010 | Hospitality Industry
Google expands real time search of Tweets, Buzzes
27 Aug, 2010 | Internet Marketing
Why marketers often get it wrong with Facebook
31 Aug, 2010 | Internet Marketing
OTA merchant model continues to drain hospitality industry
30 Aug, 2010 | Hospitality Industry
Economic Downturn
CWT releases 2011 travel forecast to clients
25 Aug, 2010 | Online Travel
U.S. hotel profit growth returns in 2010
25 Aug, 2010 | Hospitality Industry
IATA sees return of business traffic
19 Aug, 2010 | Online Travel
Hotels book more meeting, convention groups this year
19 Aug, 2010 | Hospitality Industry
Hotel rate talks to toughen
17 Aug, 2010 | Hospitality Industry
Air fares up, hotel rates down as business travel recovers
16 Aug, 2010 | Online Travel
Travel executives worry about fragile economic recovery
12 Aug, 2010 | Online Travel
The state of the global hotel industry
12 Aug, 2010 | Hospitality Industry
Small-town weakness drags on U.S. hotel rebound
09 Aug, 2010 | Hospitality Industry
European hotel market recovery under threat
04 Aug, 2010 | Hospitality Industry
Business travelers face tight airline capacity
03 Aug, 2010 | Online Travel
More business travelers told to get ‘lowest logical fare’
02 Aug, 2010 | Online Travel
The ‘new normal’ in consumer shopping behavior
02 Aug, 2010 | Internet Marketing
GDS ADR up 7.5% over 2009
29 Jul, 2010 | Hospitality Industry
Wyndham boosts 2010 outlook
29 Jul, 2010 | Hospitality Industry
E-Mail Newsletter
Visit our sponsors:
