Improving Service Quality: Methods and Impact on Front-line Employees

Service Quality
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Contents
Contents...........................................................................................................................................2
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
Establishment and analysis of the current service delivery through the assessment of the
impact on front-line employees...................................................................................................7
Development of Customer feedback system (CFS) to improve monitoring and quality
services- Give examples of customer feedback system is that will be applicable to that
particular organisation that it is in the report. Give 2,3 examples of feedbacks,.......................10
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................15
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INTRODUCTION
The service quality means making the use of methods and techniques through which the
best services can be provided so that the attainment of the goals and objectives can be carried
out. Thus, it is required from the managers of a particular organisation that they can put their
focus on ensuring that they can easily manage their particular level of needs and requirements
highly effectively and efficiently. Therefore, it is important for the managers that they should be
able to set proper and appropriate parameters for enhancing the Service Quality which will
therefore help them in managing their needs and requirements quite properly and appropriately.
(Alshamsi and et.al., 2020). The managers in an organisation are required to make sure that they
can make its use so that the attainment of the goals and objectives can be done which will be
useful in managing needs and requirements. In this report, a detailed and specific focus will be
made on Service Quality.
MAIN BODY
Service Quality is crucial and therefore it becomes quite crucial so that the needs and
requirements can be managed quite properly and appropriately in the right way (Choi and et.al.,
2020). It is therefore important for the managers of an organisation that they should be able to
focus on it so that the best services can be provided to the customers.
Importance of managing and measuring service quality and recommending the adoption of
appropriate service quality management methods.
This importance can be explained in the following manner
 Positive Feedback from the Customers- Managing and measuring service quality can
help obtain Positive Feedback from the Customers (Demir and et.al., 2020). This can help
ensure that the Brand Value of the organisation can be enhanced. Marriott International,
therefore, needs to make sure that it can obtain Positive Feedback from the Customers
which will help it a lot in enhancing its Brand Value.
 Attainment of the goals and objectives- Managing and measuring service quality can
help ensure that the attainment of the goals and objectives can be carried out. In the
context of Marriott International, it can be stated that it will be able to make sure that it
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