Managing Service Quality for South Quay Hotel: Theories, Principles, and Impacts on Employee Engagement and Motivation

TLH 339
Service Quality

Contents
Contents...........................................................................................................................................2
INTRODUCTION...........................................................................................................................1
MAIN BODY..................................................................................................................................1
Critical evaluation of major theories addition to principles concerned with managing service
quality. Justification of importance to measure quality of service in the company....................1
Critical appraisal of managing service quality for the firm, establishing impacts of present
service delivery practices on engagement and motivation of employees....................................5
Customer Feedback System (CFS) framework that the organisation can utilise to monitor and
continually improve service quality.............................................................................................9
REFERENCES..............................................................................................................................12

INTRODUCTION
All customers have ideal expectation of services which they desire to receive at the time
when they visit any store or outlet of a company. Service quality refers to element of efforts
which every member of company invests with the hope of satisfying customers (Aboye, 2021).
In wider sense, it is termed to excellence or superiority perceived by customers. Willingness for
delivering high quality services is essential in service industries to maintain loyalty of customers
and reduce risk of replacing faulty commodities. For gaining insights about service quality,
considered organisation is South Quay Hotel which has been operating since 2005 at Central
London. The organisation attracts business and recreational guests towards modern along with
stylish en-suite rooms that entails standard, executive as well as premier. It used to carry out its
practices on good service standards within recognition, attentiveness and quality assurance. With
passage of time, it is facing issues in retaining workforce, finding duration to respond customer
feedback and many more.
The report highlights evaluation of theories and principles to manage quality of service in
the company. It also includes justification of importance to measure service quality. It appraises
service quality management for service company to establish impact of existing service delivery
practice on engagement and motivation of human resources. It includes customer feedback
system framework for monitoring and improving quality of services.
MAIN BODY
Critical evaluation of major theories addition to principles concerned with managing service
quality. Justification of importance to measure quality of service in the company
The term service quality can be defined to customer’s comparison about expectation of
service due to its relevance with business performance. Purpose of service quality is to meet
satisfaction of target customers. In present era, there is intense competition and to survive in this,
it is crucial for establishment to offer services in the manner that it addresses needs and meet
satisfaction of target segments. Successful organisations tend to offer high quality services that
results in high customer satisfaction. In hospitality entities, quality of services tends to emphasis
more on timely services, friendliness ad server attentiveness. In aspect to South Quay Hotel,
fairly engaging experiences is an expected element of service quality because it is the potentiality
for making recommendations that are relevant to practices. The hotel has introduced new
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