Show simple item record

dc.contributor.authorWszendybył, Ewa
dc.contributor.editorStasiak, Andrzej
dc.date.accessioned2023-04-19T06:53:38Z
dc.date.available2023-04-19T06:53:38Z
dc.date.issued2006
dc.identifier.citationWszendybył, E. (2006). Zarządzanie jakością usług hotelarskich. Turystyka i Hotelarstwo, 9, 133-160.pl_PL
dc.identifier.issn1644-8871
dc.identifier.urihttp://hdl.handle.net/11089/46756
dc.description.abstractTourism, referred to in the mass media as the industry of the 21st century, ranks among those branches that guarantee the fastest return on investment. Therefore it should be considered as a promising opportunity for Poland’s economy. Thorough analysis of objectives and marketing strategies appears nowadays as the most urgent need of enterprises. The times of easily predictable firms pursuing unchangeable market strategies have gone long ago. Today the market is the ‘war zone’, where ever new competitors appear, introduce new technologies, establish new rules and change marketing policy. The clients, always hunting up the best offers, became less loyal than in the past. Having an immense variety of goods and services from which to chose, they are increasingly demanding with regard to products, services and prices. High quality of services and products is the priority. Faced with almost unlimited choice, the clients opt for offers that meet their needs and expectations, taking into consideration subjective value of given service or product. The main goal of this paper is to identify and quantify service quality determinants in hospitality as seen from the point of view of the hotel guests – the principal quality testers. The service quality evaluation methods formerly employed such as cate-gorization and recommendation neglect the relationship between the service provider and the client. This is an important consideration as mutual satisfaction can be achieved only with regard to the interests of both parties concerned. The client must be provided with the best possible service during his hotel stay for a relatively fair price. On the other hand, the hotel as a service provider should generate profit by minimizing costs incurred by hospitality service. To identify and quantify service quality determinants in hospitality as seen from the point of view of the hotel guests the Servqual method and the critical incident technique have been used. The latter allowed to analyze the clients’ satisfaction degree, which is a resultant of service quality adequate for the client. Both methods allowed to evaluate the conformity of clients’ expectations and needs with actual standard of provided services. The research led to identi-fication of a group of determinants influencing service quality in hospitality. This paper also includes an attempt to adapt the Pareto-Lorenz analysis and the FMEA – methods widely used for evaluation of service quality in manufacturing – to the service sector.pl_PL
dc.language.isoplpl_PL
dc.publisherWydawnictwo Wyższej Szkoły Turystyki i Hotelarstwa w Łodzipl_PL
dc.relation.ispartofseriesTurystyka i Hotelarstwo;
dc.rightsAttribution-NonCommercial-NoDerivatives 4.0 Międzynarodowe*
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/4.0/*
dc.titleZarządzanie jakością usług hotelarskichpl_PL
dc.title.alternativeService quality management in hospitalitypl_PL
dc.typeArticlepl_PL
dc.page.number133-160pl_PL
dc.referencesBitner M. J., Booms B. H., Tetreault M. S., 1990, The Service Encounter: Diagnosing Favorable and Unfavorable Incidents, Journal of Marketing, 54 (1).pl_PL
dc.referencesBorkowski S., 2003, Globalizacja, zmienność i zarządzanie jakością, [w:] Zarządzanie organizacjami z perspektywy gospodarki opartej na wiedzy, WSZiM w Sosnowcu, Sosnowiec.pl_PL
dc.referencesBorkowski S., 2004, Mierzenie poziomu jakości, WSZiM w Sosnowcu, Sosnowiec.pl_PL
dc.referencesFlanagan J.C., 1954, The Critical Incident Technique, Psychological Bulle-tin, 51.pl_PL
dc.referencesHamrol A., Mantura W., 2002, Zarządzanie jakością. Teoria i praktyka, PWN, Warszawa.pl_PL
dc.referencesHarry M., Schroeder R., 2001, Six Sigma, Oficyna Ekonomiczna, Kraków.pl_PL
dc.referencesKlimczyk-Bryk M., 1996, Ogólne zasady stosowania skal w procesie badania jakości usług, [w:] X Konferencja Katedr Marketingu i Handlu Uczelni i Wydziałów Ekonomicznych. Krynica, 24–26 września, Kraków.pl_PL
dc.referencesMartyniak Z., 1987, Organizatoryka, Warszawa.pl_PL
dc.referencesOstasiewicz S., Rusnak Z., Siedlecka U., 2003, Statystyka. Elementy teorii i zadania., Wyd. AE we Wrocławiu, Wrocław.pl_PL
dc.referencesSuchecka J., 2003, Metody statystyczne. Zarys teorii i zadania, Częstochowa.pl_PL
dc.referencesTkaczyk J., 1999, Europejska konwencja jakości. Jakość u progu nowego milenium, [w:] ABC jakości. Akredytacja. Badania. Certyfikacja, Quality Review, 2.pl_PL
dc.referencesTkaczyk S., Michalska J., 2000, Application of Pareto-Lorenza (ABC) analysis in quality costs research, AMME’00, Gliwice–Sopot–Gdańsk.pl_PL
dc.referencesWszendybył E., Borkowski S., 2004, Jakość usług hotelarskich w aspekcie Techniki Incydentów Krytycznych (CIT), Przegląd Organizacji, 7 (8).pl_PL
dc.referencesWszendybył E., Borkowski S., 2002, Servqual the Method of Figures' Analysis in a Research of Service Quality, [w:] Kvalita a spol'ahlivost strojov. Sprievodna akcia Medzinarodneho strojarskeho vel'trhu, Nitra.pl_PL
dc.referencesZeithaml V.A., Parasuraman A., Berry L.L., 1990, Delivering quality service, The Free Press, New York.pl_PL
dc.relation.volume9pl_PL
dc.disciplinegeografia społeczno-ekonomiczna i gospodarka przestrzennapl_PL


Files in this item

Thumbnail
Thumbnail

This item appears in the following Collection(s)

Show simple item record

Attribution-NonCommercial-NoDerivatives 4.0 Międzynarodowe
Except where otherwise noted, this item's license is described as Attribution-NonCommercial-NoDerivatives 4.0 Międzynarodowe