publication . Bachelor thesis . 2017

Att arbeta med hög servicekvalitet inom säsongsproblematik

Princis, Kim;
Open Access Swedish
  • Published: 01 Jan 2017
  • Publisher: Uppsala universitet, Avdelningen för kvalitetsutveckling
  • Country: Sweden
The research has studied a middle-sized organisation running hospitality services in a Nordic winterseason town. The purpose has been to study how high quality of service can be attained within seasonality problematics. Seasonality problematics generally include high turn-over of employees, the need to frequently adapt labor to demand and an instability in revenue. In total 21 interviews has been conducted with management, employees and customers, and combined with a survey of 50 respondents the conclusion has been that the organisation suffers from seasonality problematics. The results have been analysed with theory in seasonality, quality improvement, Herzberg...
free text keywords: communication, Herzberg’s theory, hospitality, seasonality, service quality, bar och restaurang, herzberg’s theory, kommunikation, servicekvalitet, säsongsarbete, Reliability and Maintenance, Tillförlitlighets- och kvalitetsteknik
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