Customer Service in Hospitality Industry: SERVQUAL Model, Acid Tests of Service Recovery, and Survey Report

Customer service AS2
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Table of Contents
Introduction......................................................................................................................................3
Key Sections....................................................................................................................................3
Service quality (SERVQUAL) with specific focus to dimensions and gaps.........................3
Understanding of the four acid tests of service recovery.......................................................6
Survey report with recommendations for better customer service.........................................7
Summary and Conclusion................................................................................................................8
References........................................................................................................................................9
Books and journals.................................................................................................................9
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Introduction
The customer service is plying most essential role in development of organisational
productivity. It main objectives of hospitality industry is to satisfy the needs and demands of
customers and make improvement according to them. It is important for the hospitality industry
is to create a customer centric services and analyse their working environment which is effective
in developing needs of customers (Lai, and Lam, 2021). The organisation selected with given
report is The Ritz London. It is one of the 5 star hotel which was opened in the year 1906. hotel
is having 111 rooms within an hotel. This report includes service quality with specific focus to
dimensions and gaps. Further, it includes understanding of four acid test of the service recovery.
Also, it includes survey report which is having recommendation for better customer service.
Key Sections
Service quality (SERVQUAL) with specific focus to dimensions and gaps.
This model was build by Parasuraman, Zeithmal and Berry. It is also called as the gap
model or a rater model. This model is used by the company to measure the service that they are
providing to their customer. In simple term this model is used to know the quality of the service.
Quality of service means the difference between the perception of customer's and customer
expectation of the service delivery. This model is used to identify the gaps and dimension of the
quality. Basically this model is for analysis used by hospitality industry. This is used so that gap
can be evaluated and a proper step should be taken to remove that.
Gaps in SERVQUAL model are:
There are five gaps that are there in the model by using this organization mesure the gap and then
proper action take to reduce the gap.
Gap 1: Knowledge gap
This gap arises when company does not have enough information about what customer want and
what they receive. They have not enough knowledge about the needs and wants of the consumer.
This gap can be happen with lots of reason that are lack of customer interaction, communication
gap, lack of market research or due to not listening customer complaints properly. If these arises
then they will act as barrier in company growth. Due to this service industry will not built a
strong customer base for their organisation and retention of clients in future will be difficult.
Gap 2 Standard Gap
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