C/OM/99. Service quality in hospitality industry: case study of Grand Hotel
(2008, 3100 words)
The paper examines the service strategy of Grand Hotel providing a review of literature on the features and challenges of modern hospitality industry, customer satisfaction, total quality management (TQM), etc. Quality gaps in hotel management are indicated suggesting models to measure these gaps and offering recommendations to the Grand Hotel management about quality gaps' identification.
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