Tag Archives: guests

Rise and Landing in Heraklion – Visit to a chapel – Holly Places Improvements

Today, I started a rise and landing in Heraklion. I arrived in Heraklion between 15:00-15:20. I stopped at the closest Fuel Station, this is a  British Petroleum Unit at 15:35 and I put efficient fuel for a short drive.

I drove towards the rise of The Heraklion Industrial Zone and crossed many roads like I-K-L-M. I remember, the Industrial Zone was flourishing  when I was a teenager in the 90’s. Nowadays, many businesses face financial problems there and few of them can survive.

I continued the drive towards the hill of the industrial zone that The Chapel of Saints Pantes is located. I climbed the stairs and entered in The Chapel and The Holly Temple. I put some money in the relevant box, I took some candles, and lighted the candles for their grace. I kissed The Holly Pictures of The Saints Pantes, including Her Holiness Madonna and exited the temple.

The good points are that:

1)there are surveillance cameras for the protection of the visitors, guests, pilgrims, the chapel and the temple.

2)the chapel and the temple are built by stones and other concrete materials.

3)it has water and other facilities for the host of mass service, baptisms weddings etc

4) it has a magnificent and panoramic view of Heraklion city, and around areas, of Heraklion Industrial Zone, Heraklion International  Airport, and the beaches of Karteros, Amnissos, Tobruk and the avenue towards Chersonissos, Malia and Eastern Crete.

His Holiness Archbishop Irineos:The repairs that have to be made are:

1)A higher wall around the chapel for the increase of safety.

2)Water of the plants and trees when you repair the water network.

3)Paint white the walls, the facilities, the temple and the chapel with insulating paint for their better protection through the pass of time.

4) Remove the stable bars and put bars that can be risen when events are organized.

Most of the above good points and points for improvement can be generalized and applied in chapels, temples, churches, monasteries,

Archdioceses, Patriarchates and other Holly Religious Places.

“Archangel Michael”

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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.

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Michael Kassotakis MCIM, www.e-bcr.com