Read this article (Akbaba, A. (2006). Measuring service quality in the hotel industry: A study in a business hotel in Turkey. Hospitality Management, 25, 170-192) and finish the Portfolio Assessment Exercise 1
Word Guide: 400-500 words What are the dimensions of service quality? How can a ‘gaps model’, based on the SERVQUAL instrument, help managers to understand and manage service delivery in hospitality organisations?
Sample Solution
