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| Author: | Briggs, S. Sutherland, J. Brummond, S. |
| Title: | Are hotels serving quality? An exploratory study of service quality in the Scottish hotel sector |
| Journal: | Tourism Management
2007 : VOL. 28:4, p.1006-1019 |
| Index terms: | service quality consumer expectations standards tourism |
| Language: | eng |
| Abstract: | Although service quality in the hotel industry has been well researched, there is little comparative research across the Scottish hotel sector on service quality aspects. This study examines the service quality across small, medium and large hotels in Scotland to establish management and customers' current perceptions of service quality performance. Empirical findings indicate service is being lost by the focus of the Scottish QA scheme on tangibles and there are major inconsistencies in service quality across the sector. |
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