The Relationship Between Service Quality and Customer Satisfaction on Luxurious Hotels So to Produce Error-Free Service

Konstantinos Varsanis, Dimitrios Belias (dbelias@pe.uth.gr), Nikolaos Kakkos, Michalis Chondrogiannis, Ioannis Rossidis and Chris Mantas
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Konstantinos Varsanis: National and Kapodistrian University of Athens
Dimitrios Belias: Technological Educational Institute of Thessaly
Nikolaos Kakkos: Technological Educational Institute of Thessaly
Michalis Chondrogiannis: Ionian University
Ioannis Rossidis: University of the Aegean
Chris Mantas: University of Leicester

A chapter in Strategic Innovative Marketing and Tourism, 2019, pp 67-76 from Springer

Abstract: Abstract Quality in service provision is one of the most important in the efforts of hotel businesses to strengthen their position in the highly competitive, competitive business environment of our day, aiming at sustainability, profitability and growth prospects. This is a literature review which will aim into investigating the current literature on the relationship between service quality and customer satisfaction with a focus on the guests of luxurious hotels. This research aims on examining the latest output of papers that examine this topic, so to see if there is a new knowledge generated and how a future research can go. Overall, it is found that the immediate and effective problem solving, the quick and error-free or omitted service, the reliable information, the compliance with the agreed and the provision of personal and individualized care presuppose the existence of a qualitative managerial staff with knowledge, skills, professionalism, interpersonal skills, conscientiousness, responsibility, high sense of responsibility and consistency in the company’s effort to continuously improve the quality of the services provided. In other words, it is obvious that in the case of future behavioral intentions of customers, the quality and performance of hotel staff are the most important factor to which managers of hotel business should pay attention. Therefore, it is important to establish a future research where the authors will identify what it makes an “error-free” service production, in terms what the hotel manages are defining it and how they are trying to accomplish it.

Keywords: Service quality; Customer satisfaction; Error-free service production; Luxurious hotels (search for similar items in EconPapers)
Date: 2019
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DOI: 10.1007/978-3-030-12453-3_8

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