Literature Review of Service Quality Improvement in the Hotel Industry, and Six Sigma and Its Fundamentals
Acknowledgements
First of all, I would like to thank both my panel supervisors from the University of
South Australia, Dr. Porpan Vachajitpan and Dr. Frank Hutson Gregory, for their valuable time, excellent advice and informative guidance in my three research studies.
In spite of their tight schedules, they were able to provide me with advice and support whenever my queries arose. Without them, these studies would not have been completed. I am indeed grateful to my beloved husband, Mr. Boonchon Tuntirattanasoontorn, and my sweetest daughter, Sherita, for their understanding. My DBA sent us apart during times that should have been fun, family occasions. However, you are both my inspiration! In addition, my family members made these studies possible. A special thank you to my sister, Ms. Napatorn, and her husband, Mr. Napasool Ramaboot, for their excellent support. You both always help me whenever I need your help during the whole program. Moreover, I would like to thank my other sister, Ms. Nisara, and my brother, Mr. Don Panichnok, for their encouragement.
I also would like to extend my sincere thanks to my friends from DBA 6 who always cheer me up when I feel down.
Furthermore, many greatest thanks to all respondents who kindly spent their valuable time and shared their useful experience and excellent ideas to help my research. And
I wish to extend my special thanks to all of the staff and faculty members at the
University of South Australia, the Excel Learning Centre 's staff for their educational support, and Mr. William Jones for his proofreading and editing assistance.
Finally, especially for you Dad and Mom, wherever you sleep beautifully in heaven, I want you to know that I am proud to be your daughter. I love you both and I have hope that in some way you can somehow perceive my success.Portfolio Overview
In a competitive business environment, hotels need to search for a long-term competitive advantage. Even though today hotels
First of all, I would like to thank both my panel supervisors from the University of
South Australia, Dr. Porpan Vachajitpan and Dr. Frank Hutson Gregory, for their valuable time, excellent advice and informative guidance in my three research studies.
In spite of their tight schedules, they were able to provide me with advice and support whenever my queries arose. Without them, these studies would not have been completed. I am indeed grateful to my beloved husband, Mr. Boonchon Tuntirattanasoontorn, and my sweetest daughter, Sherita, for their understanding. My DBA sent us apart during times that should have been fun, family occasions. However, you are both my inspiration! In addition, my family members made these studies possible. A special thank you to my sister, Ms. Napatorn, and her husband, Mr. Napasool Ramaboot, for their excellent support. You both always help me whenever I need your help during the whole program. Moreover, I would like to thank my other sister, Ms. Nisara, and my brother, Mr. Don Panichnok, for their encouragement.
I also would like to extend my sincere thanks to my friends from DBA 6 who always cheer me up when I feel down.
Furthermore, many greatest thanks to all respondents who kindly spent their valuable time and shared their useful experience and excellent ideas to help my research. And
I wish to extend my special thanks to all of the staff and faculty members at the
University of South Australia, the Excel Learning Centre 's staff for their educational support, and Mr. William Jones for his proofreading and editing assistance.
Finally, especially for you Dad and Mom, wherever you sleep beautifully in heaven, I want you to know that I am proud to be your daughter. I love you both and I have hope that in some way you can somehow perceive my success.Portfolio Overview
In a competitive business environment, hotels need to search for a long-term competitive advantage. Even though today hotels
References: Services are taking on an increasing importance both domestically and internationally (Dean et al., 1999) international markets (Duran & Eccles, 1997). Maxwell et al. (2004) concurs that service has increasingly played a critical role in a hotel 's operations However, despite the vast amount of research done in the area of service quality, quality related issues have received little research attention within the hospitality context (Harrington and Akehurst, 2000) hotels and, in particular, with methods used to improve customer perceptions of hotel service quality (Getty & Getty, 2003). approaches for the improvement of the quality of their services (Thai Hotels Association, 2001; Tourism Authority of Thailand, 2002) important than service quality; therefore, hotels have to specifically focus on the core strategy known as "service quality" (Akan, 1995; Dean et al., 1999; Qu and Tsang,