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

Jiju Antony (Senior Lecturer, Division of Management, Caledonian Business School, Glasgow, UK)
Frenie Jiju Antony (part‐time Lecturer, Division of Management, Caledonian Business School, Glasgow, UK)
Sid Ghosh (Senior Lecturer, Centre for Organisational Effectiveness, The Business School, Bournemouth University, Bournemouth, UK)

International Journal of Contemporary Hospitality Management

ISSN: 0959-6119

Article publication date: 1 October 2004

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.

Keywords

Citation

Antony, J., Jiju Antony, F. and Ghosh, S. (2004), "Evaluating service quality in a UK hotel chain: a case study", International Journal of Contemporary Hospitality Management, Vol. 16 No. 6, pp. 380-384. https://doi.org/10.1108/09596110410550833

Publisher

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Emerald Group Publishing Limited

Copyright © 2004, Emerald Group Publishing Limited