Project on Importance of Managing Service Quality in Hilton hotel
Added on 2020-07-23
13 Pages3364 Words56 Views
Service Quality
Table of ContentsINTRODUCTION ..........................................................................................................................3PART 1 .........................................................................................................................................3History of service quality.......................................................................................................3Different schools of thoughts.................................................................................................4Service quality dimensions.....................................................................................................5Importance of managing and measuring service quality........................................................6Justification of managing and measuring service quality.......................................................6Customer Satisfaction.............................................................................................................6Profitability (Service profit chain)..........................................................................................7Business development and expansion/success/ failure...........................................................7Service design.........................................................................................................................7Quality management methods................................................................................................8FEEDBACK ........................................................................................................................10STANDARDS......................................................................................................................10TQM.....................................................................................................................................10CONCLUSION ............................................................................................................................11RECOMMENDATION.................................................................................................................11REFERENCES..............................................................................................................................12
INTRODUCTION Service quality can be simply defined as a degree to which a offered activities upgradesatisfaction level of consumers (Karatepe , 2011). Service business operators are used to assessthe service quality that are offered to their users so that they can boost up their quality of servicesand to instantly recognize their problems. The present report is based on the service qualitywhereby the history of this is explained. In this project, the importance of measuring andmanaging service quality in Hilton hotel is also described. PART 1 History of service qualityService quality was started in the year of 1920. It is a movement of examinationof products for ensuring the task finished by an employee was seemed to be accepted by theconsumers or not. This movement of quality gets moved towards managerial thought as WalterShewhart had created the first control chart involving a statistical processes control and aprogram of quality improvement. During the world war II, military government or regimefollowed standard into the strategy of military thinking also. After that this is referred to as the American war standards which is viewed partially bythe William Deming, their job proved essential to the movement of quality. Mr. Deming wasworking in Japan where he applied his methods and proficiency in the development of Census of
Japan. This lead to the execution or enforcement of his techniques in different manufacturingindustries and gives as a result of high level of productivity and quality. Different schools of thoughtsGronroos (1984) had developed the PSQ (Perceived Service Quality) model. It is a twodimensional model whereby evaluation of service quality is done against prospect of technicaland functional quality. But this did not gain lot of attention due to lack of research and staticnature.StructuralismFunctionalismGestaltpsychologyBehaviourismPsychoanalysisStructuralism isthe first school ofthought inpsychology. Thisconcentrates onthe division ofmental processesinto the commonelements.Wilhelm Wundtand EdwardTitchener aremain thinkersassociated withthe structuralism.This is widelyused in thedetermination ofinner processes ofthe human mind.On the contrary,Dhar (2015) saysthat functionalismis not linked withthe singlegoverningtheorist. Ratherthan that, thereare differentfunctionalistthinker connectedwith this outlookconsisting ofJames RowlandAngell, HarveyCarr and JohnDewey. According to theHermann andFlecker (2013),Gestaltpsychology istotally differentand are based onthe ideas thatpeopleexperiencesthings asintegrated wholes.Instead ofdivision of ideasand behaviours totheir smallestcomponents, thegestaltpsychologiststhinks that it mustbe looked as awhole ofAs per the viewpoint of Jen, Tuand Lu (2011),Behaviourism isanother thoughtof school. It givessuggestion that allbehaviour can bedescribed bycertain factors ofenvironmentdespite of itsinternal forces. Itconcentrates onobservablebehaviour.On the contrary,the Karatepe(2011) says thatPsychoanalysis isanother thoughtdeveloped bySigmund Freud.This focuses onthe impacts ofunconscious mindon behaviour.Freud thinks thathuman mind ismade up of threeelements that arethe ego, the id andthe superego.The id consists ofimportant urgeswhere as the egois the part ofpersonality
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