Date Log
Submitted
13 November 2022
Accepted
28 March 2023
Published
7 April 2023
An Exploratory Study on Service Quality Infrastructure in Malaysian Hotels
Corresponding Author(s) : Qudratullah Qudratullah
Jurnal Minds: Manajemen Ide dan Inspirasi,
Vol. 10 No. 1 (2023): June
Abstract
The purpose of this study is to explore the scope and the level of commitment among employees towards service quality management practises in a hotel's organisation. Descriptive research design is used to know the parameters of service quality management in hotels. By applying a mixed of qualitative and quantitative data collection method from 100 hotels in Kuala Lumpur, 54 hotels responded, resulting in a response rate of 45%. The results indicate that the design and monitoring functions were ranked as the two most important phases in the service management process to incorporate service quality practises into a hotel's infrastructure for improved service quality gap management, followed by the implementation and planning functions.
Keywords
Quality Service
Hotel Organisation
Hospitality Management
Service Sector
Qudratullah, Q., Malik, I. A., Razak, A. A., & Derioh, G. . (2023). An Exploratory Study on Service Quality Infrastructure in Malaysian Hotels. Jurnal Minds: Manajemen Ide Dan Inspirasi, 10(1), 101–118. https://doi.org/10.24252/minds.v10i1.33219
Download Citation
Endnote/Zotero/Mendeley (RIS)BibTeX
References
-
Adebayo, A. A. (2019). Impact of communication on customers’ satisfaction in hospitality industry in Kwara State, Nigeria (Doctoral dissertation, Kwara State University (Nigeria)).
Ali, B. J., Gardi, B., Jabbar Othman, B., Ali Ahmed, S., Burhan Ismael, N., Abdalla Hamza, P., ... and Anwar, G. (2021). Hotel service quality: The impact of service quality on customer satisfaction in hospitality. Ali, BJ, Gardi, B., Othman, BJ, Ahmed, SA, Ismael, NB, Hamza, PA, Aziz, HM, Sabir, BY, Anwar, G.(2021). Hotel Service Quality: The Impact of Service Quality on Customer Satisfaction in Hospitality. International Journal of Engineering, Business and Management, 5(3), 14-28.
Alzoubi, A. (2021). The impact of Process Quality and Quality Control on Organizational Competitiveness at 5-star hotels in Dubai. International Journal of Technology, Innovation and Management (IJTIM), 1(1), 54-68.
Ampofo, J. A. (2020). Contributions of The hospitality industry (Hotels) in the development of Wa municipality in Ghana. International Journal of Advanced Economics, 2(2), 21-38.
Anaman, A., and DaCosta, F. D. (2018). Assessing The Job Satisfaction Levels Among Employees of the Coconut Grove Hotel in Elmina, Ghana. British Journal of Multidisciplinary and Advanced Studies, 2(2), 19-33.
Basbeth, F., Saufi, R. A., Awang, K. B., and Sabri, N. A. A. (2021). A Predicting Performance Through Strategy and Innovation in Small Hotel Industry. In The Importance of New Technologies and Entrepreneurship in Business Development: In the Context of Economic Diversity in Developing Countries: The Impact of New Technologies and Entrepreneurship on Business Development (pp. 702-721). Springer International Publishing.
Brien, A., Thomas, N. J., and Brown, E. A. (2017). How hotel employee job-identity impacts the hotel industry: The uncomfortable truth. Journal of Hospitality and Tourism Management, 31, 235-243.
Christou, P., and Sharpley, R. (2019). Philoxenia offered to tourists? A rural tourism perspective. Tourism Management, 72, 39-51.
Chen, C. K., Reyes, L., Dahlgaard, J., and Dahlgaard-Park, S. M. (2022). From quality control to TQM, service quality and service sciences: a 30-year review of TQM literature. International Journal of Quality and Service Sciences, 14(2), 217-237.
Chung, K. C. (2020). Green marketing orientation: Achieving sustainable development in green hotel management. Journal of Hospitality Marketing and Management, 29(6), 722-738.
Cortada, J. W. (1993). Implementing quality in a sales organization. Quality Progress, 26(9), 67-70.
Dale, B. G. (1994). Quality management systems. Dale, BG: Managing Quality, Second Edition, Prentice-Hall, Herts.
Fried, S., and Richardson, E. (1994). Total quality management: should hospitality programs teach it? Hospitality and Tourism Educator, 6(1), 57-61.
Feigenbaum, A.V. (1961), Engineering and Management: The Technical and Managerial Field for Improving Product Quality, Including Its Reliability, and for Reducing Operating Costs and Losses, McGraw-Hill.
George, R. (2021). Characteristics of Tourism and Hospitality Marketing. Marketing Tourism and Hospitality (pp. 33-61). Palgrave Macmillan, Cham.
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2018). Multivariate Data Analysis (8th ed.). United Kingdom: Cengage Learning.
Haldorai, K., Kim, W. G., and Garcia, R. F. (2022). Top management green commitment and green intellectual capital as enablers of hotel environmental performance: The mediating role of green human resource management. Tourism Management, 88, 104431.
Hung, C. L. (2017). Online positioning through website service quality: A case of star-rated hotels in Taiwan. Journal of Hospitality and tourism management, 31, 181-188.
Kesmodel, U. S. (2018). Cross‐sectional studies–what are they good for? Acta obstetricia et gynecologica Scandinavica, 97(4), 388-393.
Koseoglu, M. A., Altin, M., Chan, E., and Aladag, O. F. (2020). What are the key success factors for strategy formulation and implementation? Perspectives of managers in the hotel industry. International Journal of Hospitality Management, 89, 102574.
Khaled, G., and Alena, F. (2021). Industry 4.0 and human resource management in the hotel business. Human Progress, 7(2), 1.
Lahap, J., Azlan, R. I., Bahri, K. A., Said, N. M., Abdullah, D., and Zain, R. A. (2018). The effect of perceived waiting time on customer’s satisfaction: A focus on fast food restaurant. International Journal of Supply Chain Management, 7(5), 259-266.
Lane, H. E., and Dupré, D. (1997). Hospitality world: an introduction. Van Nostrand Reinhold.
Melián-Alzola, L., Fernández-Monroy, M., and Hidalgo-Peñate, M. (2020). Hotels in contexts of uncertainty: Measuring organisational resilience. Tourism management perspectives, 36, 100747.
Mudie, P., & Cottam, A. (1994). Management and marketing of services. Routledge.
Nunkoo, R., Teeroovengadum, V., Ringle, C. M., and Sunnassee, V. (2020). Service quality and customer satisfaction: The moderating effects of hotel star rating. International Journal of Hospitality Management, 91, 102414.
Padma, P., and Ahn, J. (2020). Guest satisfaction and dissatisfaction in luxury hotels: An application of big data. International Journal of Hospitality Management, 84, 102318.
Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of marketing, 49(4), 41-50.
Parasuraman, A., Berry, L. L., and Zeithaml, V. A. (1991). Perceived service quality as a customer‐based performance measure: An empirical examination of organizational barriers using an extended service quality model. Human resource management, 30(3), 335-364.
Pillai, S. G., Haldorai, K., Seo, W. S., and Kim, W. G. (2021). COVID-19 and hospitality 5.0: Redefining hospitality operations. International Journal of Hospitality Management, 94, 102869.
Pradhan, S. (2021, June). Work stressors and job outcomes: an empirical investigation of frontline service employees in the Indian hospitality industry. In Evidence-based HRM: A Global Forum for Empirical Scholarship. Emerald Publishing Limited.
Qiu, S., Alizadeh, A., Dooley, L. M., and Zhang, R. (2019). The effects of authentic leadership on trust in leaders, organizational citizenship behavior, and service quality in the Chinese hospitality industry. Journal of Hospitality and Tourism Management, 40, 77-87.
Rivaldo, Y. (2021). Leadership and motivation to performance through job satisfaction of hotel employees at D'Merlion Batam. The Winners, 22(1), 25-30.
Sadiq Sohail, M. (2003). Service quality in hospitals: more favourable than you might think. Managing Service Quality: An International Journal, 13(3), 197-206.
Su, L., Swanson, S. R., and Chen, X. (2016). The impact of perceived service fairness and quality on the behavioral intentions of Chinese hotel guests: the mediating role of consumption emotions. Journal of Travel and Tourism Marketing, 33(sup1), 88-102.
Sudirman, Blongkod, H., Rasjid, H., Hamin, D., Mahmud, M., & Ilham. (2023). Measuring the Performance of Sharia Commercial Banks in Indonesia Using the Islamicity Performance Index (IPI) and Maqashid Sharia Index (MSI). Quality - Access to Success, 24(196). https://doi.org/10.47750/QAS/24.196.14
Varsanis, K., Belias, D., Kakkos, N., Chondrogiannis, M., Rossidis, I., and Mantas, C. (2019). The Relationship Between Service Quality and Customer Satisfaction on Luxurious Hotels So to Produce Error-Free Service. Strategic Innovative Marketing and Tourism (pp. 67-76). Springer, Cham.
Velthuis, S. J. (2022). Creating sustainable competitive advantage in the hospitality industry through commercial friendships: connecting the host and guest on a social and emotional level. Research in Hospitality Management, 12(1), 85-89.
Walker, J. R. (2008). Exploring the Hospitality Industry, 2/e. Pearson Education India.
Xu, S., Stienmetz, J., and Ashton, M. (2020). How will service robots redefine leadership in hotel management? A Delphi approaches. International Journal of Contemporary Hospitality Management, 32(6), 2217-2237.
References
Adebayo, A. A. (2019). Impact of communication on customers’ satisfaction in hospitality industry in Kwara State, Nigeria (Doctoral dissertation, Kwara State University (Nigeria)).
Ali, B. J., Gardi, B., Jabbar Othman, B., Ali Ahmed, S., Burhan Ismael, N., Abdalla Hamza, P., ... and Anwar, G. (2021). Hotel service quality: The impact of service quality on customer satisfaction in hospitality. Ali, BJ, Gardi, B., Othman, BJ, Ahmed, SA, Ismael, NB, Hamza, PA, Aziz, HM, Sabir, BY, Anwar, G.(2021). Hotel Service Quality: The Impact of Service Quality on Customer Satisfaction in Hospitality. International Journal of Engineering, Business and Management, 5(3), 14-28.
Alzoubi, A. (2021). The impact of Process Quality and Quality Control on Organizational Competitiveness at 5-star hotels in Dubai. International Journal of Technology, Innovation and Management (IJTIM), 1(1), 54-68.
Ampofo, J. A. (2020). Contributions of The hospitality industry (Hotels) in the development of Wa municipality in Ghana. International Journal of Advanced Economics, 2(2), 21-38.
Anaman, A., and DaCosta, F. D. (2018). Assessing The Job Satisfaction Levels Among Employees of the Coconut Grove Hotel in Elmina, Ghana. British Journal of Multidisciplinary and Advanced Studies, 2(2), 19-33.
Basbeth, F., Saufi, R. A., Awang, K. B., and Sabri, N. A. A. (2021). A Predicting Performance Through Strategy and Innovation in Small Hotel Industry. In The Importance of New Technologies and Entrepreneurship in Business Development: In the Context of Economic Diversity in Developing Countries: The Impact of New Technologies and Entrepreneurship on Business Development (pp. 702-721). Springer International Publishing.
Brien, A., Thomas, N. J., and Brown, E. A. (2017). How hotel employee job-identity impacts the hotel industry: The uncomfortable truth. Journal of Hospitality and Tourism Management, 31, 235-243.
Christou, P., and Sharpley, R. (2019). Philoxenia offered to tourists? A rural tourism perspective. Tourism Management, 72, 39-51.
Chen, C. K., Reyes, L., Dahlgaard, J., and Dahlgaard-Park, S. M. (2022). From quality control to TQM, service quality and service sciences: a 30-year review of TQM literature. International Journal of Quality and Service Sciences, 14(2), 217-237.
Chung, K. C. (2020). Green marketing orientation: Achieving sustainable development in green hotel management. Journal of Hospitality Marketing and Management, 29(6), 722-738.
Cortada, J. W. (1993). Implementing quality in a sales organization. Quality Progress, 26(9), 67-70.
Dale, B. G. (1994). Quality management systems. Dale, BG: Managing Quality, Second Edition, Prentice-Hall, Herts.
Fried, S., and Richardson, E. (1994). Total quality management: should hospitality programs teach it? Hospitality and Tourism Educator, 6(1), 57-61.
Feigenbaum, A.V. (1961), Engineering and Management: The Technical and Managerial Field for Improving Product Quality, Including Its Reliability, and for Reducing Operating Costs and Losses, McGraw-Hill.
George, R. (2021). Characteristics of Tourism and Hospitality Marketing. Marketing Tourism and Hospitality (pp. 33-61). Palgrave Macmillan, Cham.
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2018). Multivariate Data Analysis (8th ed.). United Kingdom: Cengage Learning.
Haldorai, K., Kim, W. G., and Garcia, R. F. (2022). Top management green commitment and green intellectual capital as enablers of hotel environmental performance: The mediating role of green human resource management. Tourism Management, 88, 104431.
Hung, C. L. (2017). Online positioning through website service quality: A case of star-rated hotels in Taiwan. Journal of Hospitality and tourism management, 31, 181-188.
Kesmodel, U. S. (2018). Cross‐sectional studies–what are they good for? Acta obstetricia et gynecologica Scandinavica, 97(4), 388-393.
Koseoglu, M. A., Altin, M., Chan, E., and Aladag, O. F. (2020). What are the key success factors for strategy formulation and implementation? Perspectives of managers in the hotel industry. International Journal of Hospitality Management, 89, 102574.
Khaled, G., and Alena, F. (2021). Industry 4.0 and human resource management in the hotel business. Human Progress, 7(2), 1.
Lahap, J., Azlan, R. I., Bahri, K. A., Said, N. M., Abdullah, D., and Zain, R. A. (2018). The effect of perceived waiting time on customer’s satisfaction: A focus on fast food restaurant. International Journal of Supply Chain Management, 7(5), 259-266.
Lane, H. E., and Dupré, D. (1997). Hospitality world: an introduction. Van Nostrand Reinhold.
Melián-Alzola, L., Fernández-Monroy, M., and Hidalgo-Peñate, M. (2020). Hotels in contexts of uncertainty: Measuring organisational resilience. Tourism management perspectives, 36, 100747.
Mudie, P., & Cottam, A. (1994). Management and marketing of services. Routledge.
Nunkoo, R., Teeroovengadum, V., Ringle, C. M., and Sunnassee, V. (2020). Service quality and customer satisfaction: The moderating effects of hotel star rating. International Journal of Hospitality Management, 91, 102414.
Padma, P., and Ahn, J. (2020). Guest satisfaction and dissatisfaction in luxury hotels: An application of big data. International Journal of Hospitality Management, 84, 102318.
Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of marketing, 49(4), 41-50.
Parasuraman, A., Berry, L. L., and Zeithaml, V. A. (1991). Perceived service quality as a customer‐based performance measure: An empirical examination of organizational barriers using an extended service quality model. Human resource management, 30(3), 335-364.
Pillai, S. G., Haldorai, K., Seo, W. S., and Kim, W. G. (2021). COVID-19 and hospitality 5.0: Redefining hospitality operations. International Journal of Hospitality Management, 94, 102869.
Pradhan, S. (2021, June). Work stressors and job outcomes: an empirical investigation of frontline service employees in the Indian hospitality industry. In Evidence-based HRM: A Global Forum for Empirical Scholarship. Emerald Publishing Limited.
Qiu, S., Alizadeh, A., Dooley, L. M., and Zhang, R. (2019). The effects of authentic leadership on trust in leaders, organizational citizenship behavior, and service quality in the Chinese hospitality industry. Journal of Hospitality and Tourism Management, 40, 77-87.
Rivaldo, Y. (2021). Leadership and motivation to performance through job satisfaction of hotel employees at D'Merlion Batam. The Winners, 22(1), 25-30.
Sadiq Sohail, M. (2003). Service quality in hospitals: more favourable than you might think. Managing Service Quality: An International Journal, 13(3), 197-206.
Su, L., Swanson, S. R., and Chen, X. (2016). The impact of perceived service fairness and quality on the behavioral intentions of Chinese hotel guests: the mediating role of consumption emotions. Journal of Travel and Tourism Marketing, 33(sup1), 88-102.
Sudirman, Blongkod, H., Rasjid, H., Hamin, D., Mahmud, M., & Ilham. (2023). Measuring the Performance of Sharia Commercial Banks in Indonesia Using the Islamicity Performance Index (IPI) and Maqashid Sharia Index (MSI). Quality - Access to Success, 24(196). https://doi.org/10.47750/QAS/24.196.14
Varsanis, K., Belias, D., Kakkos, N., Chondrogiannis, M., Rossidis, I., and Mantas, C. (2019). The Relationship Between Service Quality and Customer Satisfaction on Luxurious Hotels So to Produce Error-Free Service. Strategic Innovative Marketing and Tourism (pp. 67-76). Springer, Cham.
Velthuis, S. J. (2022). Creating sustainable competitive advantage in the hospitality industry through commercial friendships: connecting the host and guest on a social and emotional level. Research in Hospitality Management, 12(1), 85-89.
Walker, J. R. (2008). Exploring the Hospitality Industry, 2/e. Pearson Education India.
Xu, S., Stienmetz, J., and Ashton, M. (2020). How will service robots redefine leadership in hotel management? A Delphi approaches. International Journal of Contemporary Hospitality Management, 32(6), 2217-2237.
Ali, B. J., Gardi, B., Jabbar Othman, B., Ali Ahmed, S., Burhan Ismael, N., Abdalla Hamza, P., ... and Anwar, G. (2021). Hotel service quality: The impact of service quality on customer satisfaction in hospitality. Ali, BJ, Gardi, B., Othman, BJ, Ahmed, SA, Ismael, NB, Hamza, PA, Aziz, HM, Sabir, BY, Anwar, G.(2021). Hotel Service Quality: The Impact of Service Quality on Customer Satisfaction in Hospitality. International Journal of Engineering, Business and Management, 5(3), 14-28.
Alzoubi, A. (2021). The impact of Process Quality and Quality Control on Organizational Competitiveness at 5-star hotels in Dubai. International Journal of Technology, Innovation and Management (IJTIM), 1(1), 54-68.
Ampofo, J. A. (2020). Contributions of The hospitality industry (Hotels) in the development of Wa municipality in Ghana. International Journal of Advanced Economics, 2(2), 21-38.
Anaman, A., and DaCosta, F. D. (2018). Assessing The Job Satisfaction Levels Among Employees of the Coconut Grove Hotel in Elmina, Ghana. British Journal of Multidisciplinary and Advanced Studies, 2(2), 19-33.
Basbeth, F., Saufi, R. A., Awang, K. B., and Sabri, N. A. A. (2021). A Predicting Performance Through Strategy and Innovation in Small Hotel Industry. In The Importance of New Technologies and Entrepreneurship in Business Development: In the Context of Economic Diversity in Developing Countries: The Impact of New Technologies and Entrepreneurship on Business Development (pp. 702-721). Springer International Publishing.
Brien, A., Thomas, N. J., and Brown, E. A. (2017). How hotel employee job-identity impacts the hotel industry: The uncomfortable truth. Journal of Hospitality and Tourism Management, 31, 235-243.
Christou, P., and Sharpley, R. (2019). Philoxenia offered to tourists? A rural tourism perspective. Tourism Management, 72, 39-51.
Chen, C. K., Reyes, L., Dahlgaard, J., and Dahlgaard-Park, S. M. (2022). From quality control to TQM, service quality and service sciences: a 30-year review of TQM literature. International Journal of Quality and Service Sciences, 14(2), 217-237.
Chung, K. C. (2020). Green marketing orientation: Achieving sustainable development in green hotel management. Journal of Hospitality Marketing and Management, 29(6), 722-738.
Cortada, J. W. (1993). Implementing quality in a sales organization. Quality Progress, 26(9), 67-70.
Dale, B. G. (1994). Quality management systems. Dale, BG: Managing Quality, Second Edition, Prentice-Hall, Herts.
Fried, S., and Richardson, E. (1994). Total quality management: should hospitality programs teach it? Hospitality and Tourism Educator, 6(1), 57-61.
Feigenbaum, A.V. (1961), Engineering and Management: The Technical and Managerial Field for Improving Product Quality, Including Its Reliability, and for Reducing Operating Costs and Losses, McGraw-Hill.
George, R. (2021). Characteristics of Tourism and Hospitality Marketing. Marketing Tourism and Hospitality (pp. 33-61). Palgrave Macmillan, Cham.
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2018). Multivariate Data Analysis (8th ed.). United Kingdom: Cengage Learning.
Haldorai, K., Kim, W. G., and Garcia, R. F. (2022). Top management green commitment and green intellectual capital as enablers of hotel environmental performance: The mediating role of green human resource management. Tourism Management, 88, 104431.
Hung, C. L. (2017). Online positioning through website service quality: A case of star-rated hotels in Taiwan. Journal of Hospitality and tourism management, 31, 181-188.
Kesmodel, U. S. (2018). Cross‐sectional studies–what are they good for? Acta obstetricia et gynecologica Scandinavica, 97(4), 388-393.
Koseoglu, M. A., Altin, M., Chan, E., and Aladag, O. F. (2020). What are the key success factors for strategy formulation and implementation? Perspectives of managers in the hotel industry. International Journal of Hospitality Management, 89, 102574.
Khaled, G., and Alena, F. (2021). Industry 4.0 and human resource management in the hotel business. Human Progress, 7(2), 1.
Lahap, J., Azlan, R. I., Bahri, K. A., Said, N. M., Abdullah, D., and Zain, R. A. (2018). The effect of perceived waiting time on customer’s satisfaction: A focus on fast food restaurant. International Journal of Supply Chain Management, 7(5), 259-266.
Lane, H. E., and Dupré, D. (1997). Hospitality world: an introduction. Van Nostrand Reinhold.
Melián-Alzola, L., Fernández-Monroy, M., and Hidalgo-Peñate, M. (2020). Hotels in contexts of uncertainty: Measuring organisational resilience. Tourism management perspectives, 36, 100747.
Mudie, P., & Cottam, A. (1994). Management and marketing of services. Routledge.
Nunkoo, R., Teeroovengadum, V., Ringle, C. M., and Sunnassee, V. (2020). Service quality and customer satisfaction: The moderating effects of hotel star rating. International Journal of Hospitality Management, 91, 102414.
Padma, P., and Ahn, J. (2020). Guest satisfaction and dissatisfaction in luxury hotels: An application of big data. International Journal of Hospitality Management, 84, 102318.
Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of marketing, 49(4), 41-50.
Parasuraman, A., Berry, L. L., and Zeithaml, V. A. (1991). Perceived service quality as a customer‐based performance measure: An empirical examination of organizational barriers using an extended service quality model. Human resource management, 30(3), 335-364.
Pillai, S. G., Haldorai, K., Seo, W. S., and Kim, W. G. (2021). COVID-19 and hospitality 5.0: Redefining hospitality operations. International Journal of Hospitality Management, 94, 102869.
Pradhan, S. (2021, June). Work stressors and job outcomes: an empirical investigation of frontline service employees in the Indian hospitality industry. In Evidence-based HRM: A Global Forum for Empirical Scholarship. Emerald Publishing Limited.
Qiu, S., Alizadeh, A., Dooley, L. M., and Zhang, R. (2019). The effects of authentic leadership on trust in leaders, organizational citizenship behavior, and service quality in the Chinese hospitality industry. Journal of Hospitality and Tourism Management, 40, 77-87.
Rivaldo, Y. (2021). Leadership and motivation to performance through job satisfaction of hotel employees at D'Merlion Batam. The Winners, 22(1), 25-30.
Sadiq Sohail, M. (2003). Service quality in hospitals: more favourable than you might think. Managing Service Quality: An International Journal, 13(3), 197-206.
Su, L., Swanson, S. R., and Chen, X. (2016). The impact of perceived service fairness and quality on the behavioral intentions of Chinese hotel guests: the mediating role of consumption emotions. Journal of Travel and Tourism Marketing, 33(sup1), 88-102.
Sudirman, Blongkod, H., Rasjid, H., Hamin, D., Mahmud, M., & Ilham. (2023). Measuring the Performance of Sharia Commercial Banks in Indonesia Using the Islamicity Performance Index (IPI) and Maqashid Sharia Index (MSI). Quality - Access to Success, 24(196). https://doi.org/10.47750/QAS/24.196.14
Varsanis, K., Belias, D., Kakkos, N., Chondrogiannis, M., Rossidis, I., and Mantas, C. (2019). The Relationship Between Service Quality and Customer Satisfaction on Luxurious Hotels So to Produce Error-Free Service. Strategic Innovative Marketing and Tourism (pp. 67-76). Springer, Cham.
Velthuis, S. J. (2022). Creating sustainable competitive advantage in the hospitality industry through commercial friendships: connecting the host and guest on a social and emotional level. Research in Hospitality Management, 12(1), 85-89.
Walker, J. R. (2008). Exploring the Hospitality Industry, 2/e. Pearson Education India.
Xu, S., Stienmetz, J., and Ashton, M. (2020). How will service robots redefine leadership in hotel management? A Delphi approaches. International Journal of Contemporary Hospitality Management, 32(6), 2217-2237.