Quality in the hospitality industry: a study

Value of a hotel stay: a case study in Hong Kong

“…In addition, customers' perceived functional and emotional value is very similar to the hotel service professionals' perceived functional value. This finding contradicts previous studies that stated that hotel managers overestimate their expected service standard (Coyle and Dale, 1993;Nasution and Mavondo, 2008). It is important to note that hotel service professionals were not considered in previous studies.…”

“…The results showed that, in most cases, hotels did not perform well because customer expectations were always higher than customer perceptions, implying that there is a gap between customer expectations and the provisions of the hotel. This is consistent with previous studies stating that managers overestimate their service delivery in comparison to customers' expectations (Lewis, 1987;Coyle and Dale, 1993). There are some plausible explanations for such differences.…”

Value of a hotel stay: a case study in Hong Kong

“…In addition, customers' perceived functional and emotional value is very similar to the hotel service professionals' perceived functional value. This finding contradicts previous studies that stated that hotel managers overestimate their expected service standard (Coyle and Dale, 1993;Nasution and Mavondo, 2008). It is important to note that hotel service professionals were not considered in previous studies.…”

“…The results showed that, in most cases, hotels did not perform well because customer expectations were always higher than customer perceptions, implying that there is a gap between customer expectations and the provisions of the hotel. This is consistent with previous studies stating that managers overestimate their service delivery in comparison to customers' expectations (Lewis, 1987;Coyle and Dale, 1993). There are some plausible explanations for such differences.…”

Applying revised gap analysis model in measuring hotel service quality

“…Moreover, when managers’ perception of tourists’ expectations is close to the tourists’ expectations (Gap 1), the difference in customers’ perceptions of service quality and their expectations can be narrowed (Gap 5) as well. Our findings are consistent with those of past studies (Coyle and Dale 1993; Zeithaml et al 1990; Tsang and Qu 2000) that have argued that managers traditionally have the least contact with customers and are thus unable to understand customer wants accurately. Thus, they might initiate a chain of bad decisions, leading to poor perceived service quality.…”

Do Tourism Providers Know their Visitors? An Investigation of Tourism Experience at a Destination

“…Senior management contact with tourists : In order to gain fi rst-hand knowledge of tourists ' perceptions, constant interaction between managers and tourists is required. Other studies ( Coyle and Dale, 1993 ;Zeithaml et al ., 1990 ) have suggested that managers traditionally have the least contact with guests and do not get the opportunity to experience fi rst-hand what their guests want. In fact, the great majority of tourism professionals in Olympia are also in direct contact with tourists because most of the tourism enterprises there are middle-market enterprises and small in scale.…”

Value of a hotel stay: a case study in Hong Kong

“…In addition, customers' perceived functional and emotional value is very similar to the hotel service professionals' perceived functional value. This finding contradicts previous studies that stated that hotel managers overestimate their expected service standard (Coyle and Dale, 1993;Nasution and Mavondo, 2008). It is important to note that hotel service professionals were not considered in previous studies.…”

“…The results showed that, in most cases, hotels did not perform well because customer expectations were always higher than customer perceptions, implying that there is a gap between customer expectations and the provisions of the hotel. This is consistent with previous studies stating that managers overestimate their service delivery in comparison to customers' expectations (Lewis, 1987;Coyle and Dale, 1993). There are some plausible explanations for such differences.…”

Applying revised gap analysis model in measuring hotel service quality

“…Moreover, when managers’ perception of tourists’ expectations is close to the tourists’ expectations (Gap 1), the difference in customers’ perceptions of service quality and their expectations can be narrowed (Gap 5) as well. Our findings are consistent with those of past studies (Coyle and Dale 1993; Zeithaml et al 1990; Tsang and Qu 2000) that have argued that managers traditionally have the least contact with customers and are thus unable to understand customer wants accurately. Thus, they might initiate a chain of bad decisions, leading to poor perceived service quality.…”

Do Tourism Providers Know their Visitors? An Investigation of Tourism Experience at a Destination

“…Senior management contact with tourists : In order to gain fi rst-hand knowledge of tourists ' perceptions, constant interaction between managers and tourists is required. Other studies ( Coyle and Dale, 1993 ;Zeithaml et al ., 1990 ) have suggested that managers traditionally have the least contact with guests and do not get the opportunity to experience fi rst-hand what their guests want. In fact, the great majority of tourism professionals in Olympia are also in direct contact with tourists because most of the tourism enterprises there are middle-market enterprises and small in scale.…”

Value of a hotel stay: a case study in Hong Kong

“…In addition, customers' perceived functional and emotional value is very similar to the hotel service professionals' perceived functional value. This finding contradicts previous studies that stated that hotel managers overestimate their expected service standard (Coyle and Dale, 1993;Nasution and Mavondo, 2008). It is important to note that hotel service professionals were not considered in previous studies.…”

“…The results showed that, in most cases, hotels did not perform well because customer expectations were always higher than customer perceptions, implying that there is a gap between customer expectations and the provisions of the hotel. This is consistent with previous studies stating that managers overestimate their service delivery in comparison to customers' expectations (Lewis, 1987;Coyle and Dale, 1993). There are some plausible explanations for such differences.…”

Applying revised gap analysis model in measuring hotel service quality

“…Moreover, when managers’ perception of tourists’ expectations is close to the tourists’ expectations (Gap 1), the difference in customers’ perceptions of service quality and their expectations can be narrowed (Gap 5) as well. Our findings are consistent with those of past studies (Coyle and Dale 1993; Zeithaml et al 1990; Tsang and Qu 2000) that have argued that managers traditionally have the least contact with customers and are thus unable to understand customer wants accurately. Thus, they might initiate a chain of bad decisions, leading to poor perceived service quality.…”

Do Tourism Providers Know their Visitors? An Investigation of Tourism Experience at a Destination

“…Senior management contact with tourists : In order to gain fi rst-hand knowledge of tourists ' perceptions, constant interaction between managers and tourists is required. Other studies ( Coyle and Dale, 1993 ;Zeithaml et al ., 1990 ) have suggested that managers traditionally have the least contact with guests and do not get the opportunity to experience fi rst-hand what their guests want. In fact, the great majority of tourism professionals in Olympia are also in direct contact with tourists because most of the tourism enterprises there are middle-market enterprises and small in scale.…”