Evaluating service quality in a UK hotel chain: A case study

Authors: Antony, J., Antony, F.J. and Ghosh, S.

Journal: International Journal of Contemporary Hospitality Management

Volume: 16

Issue: 6

Pages: 380-384

ISSN: 0959-6119

DOI: 10.1108/09596110410550833

Abstract:

Service quality is a growing concern for many service firms in the UK. Today service firms are paying more attention than ever to the needs and expectations of the customers by consistently improving the quality of service provided to their customers. This paper briefly explores the relation between service quality and business performance followed by an assessment of service quality as a framework. The case study focuses on a hotel group in UK, where service quality was measured at six different locations. The findings from the research unveiled that there were significant variations for service quality between the six hotels. © 2004, Emerald Group Publishing Limited

Source: Scopus