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Essay / Research Paper Abstract
This 5 page paper looks at the Scottish hotel Crieff Hydro and considers the way in which it may improve in operational terms, suggesting the adoption of SERVQUAL, justifying the reasons for this recommendation. The bibliography cites 7 sources.
Page Count:
5 pages (~225 words per page)
File: TS14_TEcieffh.rtf
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Unformatted sample text from the term paper:
an additional ?6 million investment planned for 2009/10. There has been investments in refurbishment as well as the provision of facilities which include two golf courses, a stables and quad
biking facilities as well as having a sister hotel and self catering cottages on the premises. With these leisure facilities and the ability to attract 85% of the business from
Scotland, and benefit from the financial condition with more travelers staying in their home countries to travel it appears that a major element of the hotels attraction is the service
and the experience that they provide. When looking at areas where operations management may be of benefit we can look at elements such as TQM and SERVQUAL as having the
potential to add more value for the firm and for the customers. A tool that has been developed, with may be used
in conjunction with TQM, or separately, is that of SERVQUAL (Buttle, 1996). This is a model that was developed by Parasuraman, Zeithaml and Berry in 1985 (Buttle, 1996, Parasuraman et
al, 1986). The tool is designed to manage and measure service quality by looking at the product/service from the perspective of the customer. This is a tool that helps assess
the differences between the expectations and perceptions of the customers, and the actual delivery (Selber, 1998). This tool forms the central part of the gap model for measuring the
quality of customer focused organizations (Selber, 1998). Therefore, it is suitable for the service sector, but is not restricted to it (Selber, 1998).
This method of evaluation identifies different measures where there may be a gap between the level of service expected and that gained. In the initial model there were ten
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