Managing Service Quality In Hospitality Industry  

Oleh:

Widjaja, Deborah Christine

Jenis: Article from Journal - ilmiah nasional - tidak terakreditasi DIKTI - non-atma jaya
Dalam koleksi: Jurnal Manajemen Perhotelan vol. 1 no. 1 (Mar. 2005), page 6 -13.
Topik: Service quality; service encounter; moment of truth; non-verbal cues; service blueprint
Fulltext: HOT05010102.pdf (203.8KB)

Isi artikel

Hospitality industry is one of the service businesses that pays so much attention to service quality as it is the main intangible product that it produces. This short article examines how to manage service quality in hospitality industry through managing the ‘moment of truth’ or service encounter. The analysis is done by referring to some problems and challenges in managing service encounters. The results of the analysis show some important points to consider when managing service encounters

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