Approaches to quality management in hotel industry

Article English OPEN
Kateřina Ryglová; Ida Vajčnerová; Jakub Šácha;
(2013)

The aim of the paper is to present possibilities and specifics of quality management in hotel services with the focus on the Servqual model. Servqual works on the definition of five dimensions of service quality: tangibles, reliability, responsiveness, assurance and emp... View more
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