Program Web Address
hospitality.ucf.edu
Abstract
As the hotel industry grows more competitive, quality guest service becomes an increasingly important part of managers' responsibility measuring the quality of service delivery is facilitated when managers know what types of assessment methods are available to them. The authors present and discuss the following available measurement techniques and describe the situations where they best meet the needs of hotel managers: management observation, employee feedback programs, comment cards, mailed surveys, personal and telephone interviews, focus groups, and mystery shopping.
Recommended Citation
Ford, Robert C. and Bach, Susan A.
(1997)
"Measuring Hotel Service Quality: Tools for Gaining the Competitive Edge,"
Hospitality Review: Vol. 15:
Iss.
1, Article 8.
Available at:
https://digitalcommons.fiu.edu/hospitalityreview/vol15/iss1/8
Included in
Design of Experiments and Sample Surveys Commons, Hospitality Administration and Management Commons, Statistical Theory Commons, Tourism Commons, Tourism and Travel Commons
