Analyzing Service Quality Parameters and Acid Tests of Service Recovery in Blakemore Hyde Park Hotel

Customer Service 2

Table of Contents
INTRODUCTION......................................................................................................................3
Service quality (SERVQUAL)...............................................................................................3
Understanding of four acid test of service recovery within quoted firm...............................5
Recommendations based upon tailor made questionnaire.....................................................7
CONCLUSION..........................................................................................................................7
REFERENCES...........................................................................................................................8

INTRODUCTION
The report in second part will be analysing service quality parameters with specific
focus to dimensions and gaps within Blakemore Hyde park Hotel, functional working
customer services. The report will be also analysing knowledge and understandings of four
acid tests of service recovery within Hospitality Company in industry. A survey report with
recommendations for better advanced customer services after analysing tailor made
questioner will be also evaluated which hotel has sent to various customers.
Service quality (SERVQUAL)
Scope of service quality
There are 5 perspectives by which quality can be viewed at Blakemore Hyde park
Hotel within functional management for gaining new working efficacy among service quality
aspects, to develop goodwill within customer’s requirements and keep record of revenue
scenarios.
 Content: Service quality content are the standards which define are the procedures
followed among management for high quality results and procedural efficiency in
longer run. Content perspective makes sure all strategies for keeping up with quality
parameters are taken up strongly within company for reaching out to customer
satisfaction fundamentals.
 Process: This perspective specifically analyse sequence of events in service
procedures which needs to be appropriately planned and worked on to develop
efficiency standards (Bauer and Göbl, 2019).
 Structure: This perspective analyses physical facilities and design which should be
adequate for services among working scenarios and their should be active conducting
goals worked on. Outcome: This enables to keep monitoring status of services and how are customer’s
satisfaction gaining outcomes within business goals, and are the changes within
service quality gaining exact outcomes which are expected.
 Impact: This perspective identifies what is the long run range impact of strategies on
customer’s preferences and revenue scenarios among working levels within company
scenarios for productive businesses.