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Service Quality
C/M/2200. Service quality in luxury hotels: review of article and case study of Hilton Hotels
- WORDS:
- 3600
- DATE:
- 2011
- PRICE:
- 39.99 GBP
The paper presents a review of article “Towards an understanding of total service quality in hotels” by Wilkins et al (2007) analysing the methods used in the article, highlighting the strengths and weaknesses of the research, and suggesting related research opportunities. A study is conducted of the Hilton Hotel chain using a SERVQUAL-based questionnaire to evaluate their service quality. Conclusions are made about the overall service quality at Hilton hotels.
KEYWORDS: total service quality in hotels, Wilkins et al, review, Hilton Hotel,
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