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Full-Text Articles in Tourism
Tourist Experience: Contemporary Perspectives, Philip R. Stone
Tourist Experience: Contemporary Perspectives, Philip R. Stone
Dr Philip Stone
The Darker Side Of Travel: The Theory And Practice Of Dark Tourism, Philip R. Stone
The Darker Side Of Travel: The Theory And Practice Of Dark Tourism, Philip R. Stone
Dr Philip Stone
Measuring Hotel Service Quality: Tools For Gaining The Competitive Edge, Robert C. Ford, Susan A. Bach
Measuring Hotel Service Quality: Tools For Gaining The Competitive Edge, Robert C. Ford, Susan A. Bach
Hospitality Review
As the hotel industry grows more competitive, quality guest service becomes an increasingly important part of managers' responsibility measuring the quality of service delivery is facilitated when managers know what types of assessment methods are available to them. The authors present and discuss the following available measurement techniques and describe the situations where they best meet the needs of hotel managers: management observation, employee feedback programs, comment cards, mailed surveys, personal and telephone interviews, focus groups, and mystery shopping.