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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Mendel University Press
|Series:||Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis|