Service Quality Within Hotels:Theory, Evaluation and Practice of Service Quality

Service Quality Within Hotels. Theory and Practice. How to assess service quality in Hotels. Research and Managerial Implications. This work of art, instruction, manual, writing and consulting was completed in the start of the current millenium. It is the first work in the world that evaluated service quality in hotels. It is also a move by move guide that will enable hotel owners, hotel managers, marketing managers, management consultants, tourism consultants, ministers of tourism and others to assess service quality within a hotel, hotels, group of hotels, hotels in a town, hotels in a city, hotels in an area, hotels in an island, hotels in a region, hotels in a country, tour operators, travel agencies, hotels in a continent and hotels in the world. 9% of the net revenues of each month will be donated randomly to charity organisations or non-profit organisations in Americas, Asia, Africa, Europe, and Oceania, in order to feed people. This is the First edition and we ask for your understanding if you find proof areas for improvement, so we offer in an initial lower price than it’s real value.

Service Quality Within Hotels:Theory, Evaluation and Practice of Service Quality

e-book and book Service Quality Within Hotels

Service Quality Within Hotels. Theory and Practice. How to assess service quality in Hotels. Research and Managerial Implications.
This e-book, work of art, instruction, manual, writing and consulting was completed in the start of the current millenium. It is the first work in the world that evaluated service quality in hotels. It is also a move by move guide that will enable hotel owners, hotel managers, marketing managers, management consultants, tourism consultants, ministers of tourism and others to assess service quality within a hotel, hotels, group of hotels, hotels in a town, hotels in a city, hotels in an area, hotels in an island, hotels in a region, hotels in a country, tour operators, travel agencies, hotels in a continent and hotels in the world. 9% of the net revenues of each month will be donated randomly to charity organisations or non-profit organisations in Americas, Asia, Africa, Europe, and Oceania, in order to feed people. It’s value would be significantly higher if we sold it in paper format.

You can buy it at the below locations:

Service Quality Within Hotels

Service Quality Within Hotels: Theory, Evaluation Practice of Service Quality

Michael Kassotakis MCIM – Brief Biography

Michael Kassotakis BA, MSc, MCIM, MCMI was born in Heraklion, Crete, Hellas (Greece). He is citizened and registered in Piraeus, Hellas (Greece). His routes and ancestors come from Minor Asia, China and Crete. His Maiden Name is Iliou-Liou and it is estimated that he comes from The Chinese Royal Dynasty of Liu.

He is also the President and Managing Director of E-BCR, a European Management Consultant-Researcher and Business services provider.

Initially, he was brought up by a maritime family and gained experience from The Greatest Hellenic Harbour Piraeus. He distinquished himself professionally.

His first jobs refer to assistant builder, assistant of aluminium and iron constructions, basketball player, salesman, hotel clerk, distributor of dental plates, leather cord hand picker, music tapes recorder, rent a car clerk and walker-on from 1980 until 1995.

He is well – known for offering electronic, business, consulting and research services. It is remarkable that he offered significant services for the 2004 Summer Olympic Games and the International Olympic Committee in Greece.

Michael Kassotakis started his work experience in the early 1980’s and graduated from the Business Organisation and Management Department of Piraeus University, while he was offering his services as Supervisor of Captain’s Office for the Hellenic Navy.  His graduate degree and naval services were completed in 1998.

He started his postgraduate experience in Stirling University, Scotland, United Kingdom in 1999. He and some of his classmates completed various significant business and marketing projects like Assessment of Service Quality, World Market Attractiveness, Marketing Plans etc. The postgraduation was completed in the New Millenium (2000, MSc in Marketing).

He continued his remarkable business services by completing significant business and economic projects and studies (Tourism Development – Marketing Expertise, Hotel Sector, IT Hardware, Quick Service Restaurants, Computers etc) on behalf of major companies.

He is a member of The Chartered Institute of Management (MCMI), a Full member of The Chartered Institute of Marketing (MCIM),  a licensed economist and tax accountant of the Economic Chamber of Greece, a member of the British-Hellenic chamber of Commerce, a member of the British Graduates Society, a member of the Alumni of Stirling University and a member of the Internet Society.

In 2010’s he was/is a member in significant professional and business organisations, while he offers electronic, business, consulting, research services and online shopping. He can also manage investments in Hellas, Europe and Rest of the World.

 

Service Quality in Service Companies and Hotels

In the frontline of the new millenium, services will be the “ultimate dominator” against goods in their contribution to the world economy war. In line with this, service quality can be considered as the “flagship” of the “services fleet” in academic and managerial battles.

In particular, the reason for tracking and improving any quality standard is based on the theory that by creating a strong, favourable and unique perception of service quality in the mind of consumers, a service firm can sustain its competitive advantage and achieve commercial credibility and return on quality. These issues are a major concern of every service firm and particularly of excellent hotels, due to intense competition derived from increases in standard of living, leisure time and travel for leisure and business purposes.

Accordingly, a research project (Michael Kassotakis, 2000) aimed to assess perceived service quality and investigate the importance of service quality dimensions within a hotel context. Aldemar Hotels in Crete were considered a special case of a service firm, which has demonstrated its commitment to continous service quality improvement.

Empirical data was collected by means of a self-administered questionnaire based on the perceptions-expectations model (SERVQUAL) in order to evaluate quests’ perceptions of the previous issues along the five service quality dimensions.

The most important findings revealed that in general Aldemar Hotels’ performance, along the five service quality dimensions meets guests’ expectations. Furthermore, the findings indicated that reliability and responsiveness dimensions were, for the majority of guests, the most important determinants of service quality. The remaining dimensions (tangibles, empathy and assurance) followed a mixed pattern in terms of their importance to guests’ perceptions of service quality. This in turn means that “item gaps”, “dimension gaps” and the perceived service quality gap have diagnostic and practical value but they need to be weighted in terms of service quality dimensions. Only then they can provide meaningful results and help managers to track and improve effectively service quality features.

Therefore, service firms such as hotels need to take into consideration the above issues, along with the intervention of the services marketing imagination, in order to track and improve deficiencies in service quality features but also delight the customer. A corporate philosophy, dedicated to continous service quality improvement is the only way for establishing a competitive position against service firms, offering merely a satisfying level of quality.

E-BCR

Michael Kassotakis MCIM, www.e-bcr.com