Problems of service improvement at the enterprises of the hotel and dining complex

Проблемы совершенствования сервиса на предприятиях гостинично-ресторанного комплекса

Klyueva, Yuliya (Клюева, Юлия) ()
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Klyueva, Yuliya (Клюева, Юлия): Nizhny Novgorod State University of Engineering and Economics, Institute of Food Technology and Design

Voprosy upravleniya / Management Issues, 2019, 236-244

Abstract: Identification of problems in creating an accessible environment at the enterprises of the hotel and dining complex (HDC). The study notes that despite the relevance of this issue, there are problems with implementation of inclusive technologies at the enterprises of the hotel and dining complex. Most of the public faces of the HDC do not have an adapted infrastructure to the needs of people with limited mobility. In addition, when designing elements of the accessible environment, some aspects remain unaccounted for, which in the future may affect the functioning of the public place in general. One of the most important problems is incompetence of the staff in the specific character of the service for the disabled. The analysis of availability of the enterprises of hotel and restaurant complex for disabled people and people with limited mobility, and poll of the employees of those places of hotel and restaurant complex is carried out. Social infrastructure facilities have partial accessibility elements. Adjacent areas and entrances to the premises, paths within the building, designated areas and sanitary rooms do not meet accessibility requirements. A survey of HDC employees revealed their lack of training in providing services to disabled people. Not only technical problems, but also psychological barriers are the main barriers for it. Until now, in the society as a whole, and in service business, in particular, staff is not ready for contacts with limited mobility people. The scientific novelty includes the study of mechanisms for creating an accessible environment at the service enterprises. Creating an accessible environment, in turn, can affect the quality of services for all categories of consumers of the service sector. As a result, customers’ loyalty will improve and the company's revenues will increase.

Keywords: service improvement; accessible environment; persons with limited abilities; enterprises of hotel and dining complex; customers’ loyalty (search for similar items in EconPapers)
Date: 2019
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