RESEARCH OF EXPECTED AND PERCEIVED SERVICE QUALITY IN HOTEL MANAGEMENT

RESEARCH OF EXPECTED AND PERCEIVED SERVICE QUALITY IN HOTEL MANAGEMENT

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<span lang="EN-US">The paper examines the concept and measurement of quality of service in the hotel sector. The ratings of guests’ expectations and calculations of SERVQUAL gap (discrepancies between expectations and perceptions), has been the most reliable method in estimating the...

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Bibliographic Details
Main Authors: Ivana BLEŠIĆ, Andjelija IVKOV-DŽIGURSKI, Uglješa STANKOV, Igor STAMENKOVIĆ, Milan Bradić
Format: Article
Language:English
Published: Universitatii Suceava 2011-06-01
Series:Revista de Turism: Studii si Cercetari in Turism
Subjects:
service quality
spa hotels
satisfaction
servqual
Online Access:http://revistadeturism.ro/rdt/article/view/63

Internet

http://revistadeturism.ro/rdt/article/view/63

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