Current approaches to hotel service quality management: their development and state in Ukraine
Insufficient attention to the issues of hotel service quality management in Ukraine, on the one hand, and the objective need to enter the European market through the implementation of appropriate requirements for the service quality level, on the other hand, make the research on current approaches t...
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| Format: | Article |
| Language: | English |
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Zhytomyr Polytechnic State University
2022-08-01
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| Series: | Економіка, управління та адміністрування |
| Subjects: | |
| Online Access: | http://ema.ztu.edu.ua/article/view/265939 |
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| Summary: | Insufficient attention to the issues of hotel service quality management in Ukraine, on the one hand, and the objective need to enter the European market through the implementation of appropriate requirements for the service quality level, on the other hand, make the research on current approaches to hotel service quality management relevant. The article outlines important aspects of hotel service quality management, namely available amenities, the interaction between staff and the consumer, service delivery technology, and degree of customer satisfaction. The classification of approaches to hotel service quality management has been proposed, and their peculiarities have been indicated. The operational approach is characterized by an orientation towards the proper performance of technological processes of the provision of service and does not involve consumer participation. It is defined that the regulatory framework for hotel service quality management in Ukraine is mainly focused on this approach, however, further, the development will imply a reorientation to the consumer needs. In the consumer approach, the consumer perception of the service is basic. It is indicated that the available methodological approaches involving consumer participation are quite diverse. As an example, a brief description of the Service Quality and the Service Performance Models methods is given. The distinctive feature of the comprehensive approach is the quality requirements built into the enterprise management system. In the framework of this approach, several practical tools are given, namely the strategic management tool Balanced Scorecard (BSC), which provides the possibility of its implementation in quality management processes; Customer Relationship Management (CRM), which creates the possibility of ongoing monitoring of various aspects of interaction with consumers and their perception of the service; awards in the field of quality, the requirements of which serve as a kind of set of generally recognized benchmarks in achieving high-quality services; and documented quality systems, in particular ISO quality management systems, the most significant aspect of which is the implementation of a continuous quality improvement approach. Each approach has been defined to have certain characteristics and reflect different aspects of hotel activity. |
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| ISSN: | 2664-245X 2664-2468 |