Using Service Incidents to Identify Quality Improvement Points

Abstract

To be able to deliver consistent quality to hospitality customers, it is necessary to be able to identify those aspects of the service encounter that bring about satisfaction or dissatisfaction. Explores a simple technique for recording success and failure in service situations. This will allow organizations to identify areas for quality improvement and enable decisions to be made about the key priorities for action.

Citation

Lockwood, A. (1994), "Using Service Incidents to Identify Quality Improvement Points", International Journal of Contemporary Hospitality Management, Vol. 6 No. 1/2, pp. 75-80. https://doi.org/10.1108/09596119410052170