During the last years, quality has become crucial factor in the hospitality industry as customers become more demanding and evaluate the received services more critically. This research papers aims to identify and examine issues of service quality received in upscale hotels using the critical incident technique. The academic literature, including books, journals and other sources will be critically evaluated with interest to service quality and service failures. The findings are drawn from a survey conducted among students and lecturers. The results show a range of satisfiers and dissatisfiers relating the service delivery in an upscale hotel. Lastly, conclusion and recommendations for future research are given.

Texte du rabat

Research Paper (postgraduate) from the year 2010 in the subject Business economics - Business Management, Corporate Governance, grade: A, University of Brighton (School of Service Management), course: International Hospitality Management, language: English, abstract: During the last years, quality has become crucial factor in the hospitality industry as customers become more demanding and evaluate the received services more critically. This research papers aims to identify and examine issues of service quality received in upscale hotels using the critical incident technique. The academic literature, including books, journals and other sources will be critically evaluated with interest to service quality and service failures. The findings are drawn from a survey conducted among students and lecturers. The results show a range of satisfiers and dissatisfiers relating the service delivery in an upscale hotel. Lastly, conclusion and recommendations for future research are given.