QUALITY, SERVICE ORIENTATION OF THE EMPLOYEES AND RATIO R/E: THE EFFECTS OF CHARACTERISTICS OF THE HOTELS

Teresa García Garazo, Leandro Benito Torres and Concepción Varela Neira

Revista Galega de Economía, 2011, vol. 20, issue 1

Abstract: Quality of service in hotels is a key factor in their success, hence, the interest in its knowledge as well as in to what extent this variable is related to different characteristics of the company. It is also of interest to know the level of service orientation of the customer-contact employees and the ratio “rooms/employees”, as these variables have the potential to impact the perceived quality of service. The aim of this paper is to measure this group of variables in Galician hotels and to identify to what extent characteristics such as star rating, localization and chain affiliation have the power to significantly differentiate them.

Keywords: Quality of service; Service orientation of the employees; Ratio “rooms/employees”; Hotels. (search for similar items in EconPapers)
Date: 2011
References: Add references at CitEc
Citations:

Downloads: (external link)
https://minerva.usc.es/xmlui/handle/10347/19544

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:sdo:regaec:v:20:y:2011:i:1_10

Access Statistics for this article

More articles in Revista Galega de Economía from University of Santiago de Compostela. Faculty of Economics and Business. Contact information at EDIRC.
Bibliographic data for series maintained by Marisa Chas-Amil ().