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The development of service activities at the present stage of the economy is increasingly taking its place in the market for the provision of services, thereby intensifying competition among service organisations.

In the process of research, the author identified the main ways to improve the quality of customer service.

A theoretical substantiation of the analysis of the studied problem of service quality by organisations and the impact of service quality on the economic performance of enterprises, which are one of the problems of the country's economic development at the present stage, is carried out, the service process is an integral part of the service.

As part of the study, an assessment was made of the qualitative indicators of service organisations providing services to the population. Proposals have been made to improve the efficiency of service quality.

Hotel classification systems are used to convey information about facilities and services. Yet, they have been prone to criticism for overemphasizing facilities at the expense of other matters of importance to service quality. In contrast, online travel agents (OTAs) use innovative methods to evaluate satisfaction with hotels. Conventional systems will lose relevance if they do not step up to consider service aspects associated with customer satisfaction. This chapter probes five hotel classification systems along with one OTA and leverages the literature to propose an improved framework classification. This is based on nine critical areas that include service quality, infrastructure, facilities and services, human resources, sustainability, safety and security, accessibility, quality systems, and online hotel ratings.

This chapter covers four main concepts: service quality, quality assurance for measurement, quality assurance for management, and service failure and recovery. The first section mainly discusses the fundamentals of service quality. The service quality gap model is also highlighted to identify the gaps between customer expectations and the actual perceptions of service at different stages of service delivery. In the second section, different measurement methods for quality assurance are demonstrated. Examples of qualitative and quantitative methods are included. In the third section, the important management objectives of quality assurance, improvement, and control are covered. By using a combination of the quality assurance methods from the second section, hospitality operators can accomplish internal accountability, external accountability, performance improvement, and innovation. In the fourth and final section, causes and consequences of service failures are covered together with the service recovery paradox to express the implications of poor quality.

Purpose: Different approaches have been applied to define and measure service quality as both a process and a performance-intensive presentation. The literature agreed that service quality assessments are essential in measuring performance, however they could only reach a partial consensus. Although the Servqual scale is the most widely known and used tool in measuring service quality, it has received various criticisms. This study presents the difficulties encountered in measuring service quality and an evaluation of the Servqual scale.

Methodology: The study provides a conceptual framework, examining the research on the subject in the literature and the criticisms of the Servqual scale. It is designed as a compilation/assessment to improve the perspectives of the interested parties by bringing together evaluations about the pros and cons of the most well-known service quality scale.

Findings: Measurement of service quality is a complex business. Although it has received various criticisms, the Servqual scale which enables the measurement of quality in the services sector is still the most frequently used measurement tool.

Practical Implications: The difficulty of defining the service and its quality, which arises from the characteristics of the services, does not eliminate the necessity of measuring the quality of the service. With this study, a conceptual framework has been provided on the subject, a collective evaluation has been made for the most widely used scale, and the ground has been prepared for improvement and development in the criticisms of the scale.

A study was done to document the standards that should be adhered to by library and information professionals in Zimbabwe to assure quality in service provision in order to meet the sustainable development goals. A literature review and web content analysis were done to unpack the various standards that all types of libraries should consider from library buildings, service provision, qualifications and accreditation of library and information science schools and professionals, and assessing the impact of libraries in the communities that they are serving. The findings review that there are international and national standards from various governing bodies that should be considered in library and information service provision. The author recommends the implementation of these standards in all the libraries to assure quality in library and information service provision.

The competitive nature of the hotel industry has given the impetus to practitioners and researchers to invest in Customer Retention strategies and research. Although numerous studies have investigated Customer Retention in the hotel industry, there is still uncertainty regarding Customer Retention in emerging markets. This study, therefore, adds to the existing knowledge by exploring Customer Retention in Ghana, an emerging market. The study adopted a cross-sectional survey of 873 customers of 56 hotels in four regional capitals located in the southern part of Ghana. Findings indicate that service Tangible and Reliability indirectly relates hotel Customer Retention in Ghana, an emerging market.

This research takes Taijiang National Park (TNP) tourists as the study population while gathering the survey data via an online questionnaire. For the data analyses, it uses the importance–performance analysis (IPA) and the Kano two-dimensional quality model to evaluate the tourist satisfaction of TNP. Specifically, it considers the importance of service quality, classifies its service quality attributes, and suggests the priority for service improvement, rendering the TNP valuable reference points to realign service strategies. The study shows that the service quality attributes related to service personnel are the priority item to be improved, which could eventually enhance tourist satisfaction. In addition, brand differentiation could be achieved by improving the attractive quality items identified in this study to enhance tourist loyalty.

Companies are constantly striving for superior customer service that meets consumers' expectations. Products that do not provide consumers with good service quality are unlikely to meet the expectations of consumers. The aim is to maximize customer satisfaction and achieve financial success by closing gaps to provide high-quality service to consumers. Customers use quality of service to choose a service provider. This does not only include the quality of products or service but also the quality of customer service. The five essential elements (5Es) – experience, emotions, exclusivity, execution and engagement – must be used by companies to ensure that their products and services meet defined standards or customer's expectations. The customer's opinion of a service is formed immediately, regardless of whether it is positive or negative. The result of a negative customer experience is negative word of mouth, which would cause loss in business from dissatisfied customers as well as from potential customers who will no longer use the services. Using the gap model for service quality, this study proposes the essential 5Es of service quality. As a result of the synthesis of this current research, the company's service delivery will be improved by identifying weaknesses. The use of these 5Es for the control of service quality and monitoring of quality defects leads to better understanding and reduction of cost.