Servqual potential for quality management in hotel services

The aim of the paper is to present possibilities and specifications of using the Servqual method in service quality management in hotel industry. The Servqual method works on the definition of five dimensions of a service quality: tangibles, reliability, responsiveness, assurance and empathy. It is...

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Bibliographic Details
Main Authors: Kateřina Ryglová, Ida Vajčnerová, Jakub Šácha
Format: Article
Published: Mendel University Press 2012-01-01
Series:Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis
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