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The measurement of gaps in the quality of hotel services

  • Published:1987-01 Issue:2 Volume:6 Page:83-88
  • ISSN:0278-4319
  • Container-title:International Journal of Hospitality Management
  • language:en
  • Short-container-title:International Journal of Hospitality Management

Author:

Lewis Robert C.

Publisher

Elsevier BV

Subject

Strategy and Management,Tourism, Leisure and Hospitality Management

Reference7 articles.

1. Disparity analysis: a double-edged sword;Blake;Marketing News 13 January,1986

2. What the American Hotel and Motel Association learned from its quest for quality;Collins,1986

3. Managing customer satisfaction in consumer service businesses;Czepiel,1980

4. A service quality model and its marketing implications;Gronroos;European Journal of Marketing,1984

5. Defining quality for a quality assurance program — a study of perceptions;Nightingale,1986

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