{"product_id":"an-investigation-of-service-quality-in-upscale-hotels-using-the-critical-incident-technique-von-william-gemkow","title":"An investigation of service quality in upscale hotels using the critical incident technique","description":"\u003cp\u003eResearch 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. \u003c\/p\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003eThis research papers aims to identify and examine issues of service quality received in upscale hotels using the critical incident technique.\u003c\/p\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003eThe 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.\u003c\/p\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003eThe 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.\u003c\/p\u003e\u003cdiv class=\"aw-variant-hidden-subtitle-div\" id=\"aw-variant-subtitle-9783640844388\"\u003e\u003ch3\u003e\u003c\/h3\u003e\u003c\/div\u003e","brand":"Libri","offers":[{"title":"Softcover - 9783640844388","offer_id":39437801979997,"sku":"9783640844388","price":18.95,"currency_code":"EUR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0940\/0622\/files\/c9d05e1e-63a1-4052-a2a8-e13d77bc3aee.jpg?v=1777783380","url":"https:\/\/shop.autorenwelt.de\/products\/an-investigation-of-service-quality-in-upscale-hotels-using-the-critical-incident-technique-von-william-gemkow","provider":"Autorenwelt Shop","version":"1.0","type":"link"}