Hospitality service quality and the role of performance appraisal
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 December 1998
Abstract
This paper overviews the human resources processes and their relationships with service quality (SQ) and total quality management (TQM) in a hotel setting. More importantly, this research presents a new model for the hospitality SQ measurement that incorporates hotel employees’ performance into the SQ level measurement. This new SQ for customer satisfaction model, in turn, can be integrated directly into the hospitality TQM operation since SQ is a basic component of TQM. This new model prevails over the traditional SQ models on several areas. First, the new model is more comprehensive. Also, the new model reflects the actual SQ situation better. Moreover, the new model fits the TQM concept better as both TQM and staff performance aim at continuous improvement in which the former steers towards continuous improvement of each process whereas the latter directs towards continuous improvement in performance.
Keywords
Citation
Cheung, C. and Law, R. (1998), "Hospitality service quality and the role of performance appraisal", Managing Service Quality: An International Journal, Vol. 8 No. 6, pp. 402-406. https://doi.org/10.1108/09604529810235088
Publisher
:MCB UP Ltd
Copyright © 1998, MCB UP Limited