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Title:
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Determining service quality management in small rural hotels in Catalonia using a qualitative optimization process
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Author:
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Santomà Vicens, Ricard; Vila, Mar; Rovira, Xavi; Batallé, Pere
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Other authors:
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Universitat Ramon Llull. Facultat de Turisme i Direcció Hotelera Sant Ignasi; Universitat Ramon Llull. ESADE |
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Abstract:
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Today no one disputes that the service quality has become a market requirement in the
hotel sector. Under this line, there has been some research, mainly focused on customer
feedback with little management evaluation. This research is tries to determine, from the
manager’s point of view, the gap between the importance given to certain aspects of quality
management and their development in small hotels. The research methodology is based in
the qualitative reasoning using the orders of magnitude to test a new way to determine the
importance level and assess the quality of service. |
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Publication date:
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2010-10 |
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Subject (UDC):
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64 - Economia domèstica |
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Subject(s):
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Hotels -- Serveis d'atenció al client -- Control de qualitat
Hotels -- Customer service -- Quality control |
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Rights:
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© EuroCHRIE i l'autor/a. Tots els drets reservats. |
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Pages:
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13 p. |
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Document type:
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Conference Object |
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Published by:
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EuroCHRIE Congress 2010, Amsterdam (Netherlands), 25th-28th October
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