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.
The paper addresses strategic issues of delivering, measuring and managing service quality in the hospitality organisations reviewing academic literature on value creation and quality management (QM), discussing QM practices used in the hospitality industry, and suggesting recommendations on the practice of mystery shoppers.
The paper examines the challenges faced by employees in providing the quality of service. A study is conducted on the basis of primary data obtained via interviews with employees. The issues under consideration include 'emotional labour', i.e. acting out socially expected emotions while hiding the real ones, Pareto principle, and other features of quality service.
The paper examines banking services discussing the key features of bank quality management (QM) and recommending solutions to improve the quality of the banking service through the internal marketing, knowledge management and business process re-engineering (BPR).
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