Evolving Role and Nature of Workplace Leaders and Diversity: A Theoretical and Empirical Approach

Maja Uran
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Maja Uran: University of Primorska, Faculty of Tourism Studies Portoroz, Slovenia.

Managing Global Transitions, 2010, vol. 8, issue 4, 405-422

Abstract: This paper describes the development of the organisational gap model for hotel management. It descries a management measurement instrument that helps to assess the 3 organizational service gaps that are preconditions for delivering service quality (the positioning gap, specification gap and evaluation gap). The described theoretical model was constructed based upon the four organisational gaps of the Parasuraman et al. service quality model, then redefined and reassessed. Data were gathered on the sample of 500 questionnaires from the Slovenian hotel industry and analysed with exploratory factor analysis and structural equation modelling. The results can be useful guidelines for hotel management on how to improve the service delivery process.

Keywords: service quality model; organisational gaps; multivariate analysis; hotel industry (search for similar items in EconPapers)
JEL-codes: L83 M1 (search for similar items in EconPapers)
Date: 2010
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