eras are continuously developing the methods of improving any system. Mei et al. (1999) examined the dimensions of service quality in the hotel industry in Australia. They used the SERVQUAL instrument as a foundation and developed a new scale called HOLSERV scale‚ a new instrument to measure service quality in the hotel industry. [1] Perceived service quality derives from the individual service encounter between the customer and the service provider‚ during which the customer evaluates quality and develops
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International Journal of Business and Manegement; Vol. 7‚ No. 14; 2012 ISSN 1833-3850 E-ISSN 1833-8119 Published by Canadian Center of Science and Education Service Quality Management in Hotel Industry: A Conceptual Framework for Food and Beverage Departments Ala`a Nimer AbuKhalifeh1 & Ahmad Puad Mat Som1 1 School of Housing‚ Building and Planning‚ Universiti Sains Malaysia‚ Penang‚ Malaysia Correspondence: Ala`a Nimer AbuKhalifeh‚ School of Housing‚ Building and Planning‚ Universiti
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