Key quality dimensions from the customer’s point of view: a case study in two Portuguese hotels

Author

João, Isabel M. ; Costa, Carlos A Bana e

Author_Institution

Dept. of Chem. Eng., Polytech. Inst. of Lisbon, Lisbon

fYear

2008

fDate

28-30 June 2008

Firstpage

1

Lastpage

5

Abstract

This paper analyses the strengths and weaknesses of the critical incident technique (CIT) when applied as a tool to identify the key quality dimensions to be used as criteria to generate and evaluate intervention strategies. Using CIT, a total of 679 incidents were gathered from two Portuguese hotels, regarding satisfying or dissatisfying episodes with the provided service. The incidents were categorized and the service quality dimensions identified. The scores reflecting the extent to which the quality dimensions are achieved are useful to establish and prioritize improvement actions.

Keywords

customer satisfaction; customer services; hotel industry; strategic planning; Portuguese hotels; critical incident technique; customer satisfaction; intervention strategies evaluation; key quality dimensions; service quality dimensions; Chemical engineering; Customer satisfaction; Engineering management; Food industry; Food manufacturing; Manufacturing industries; Monitoring; Quality management; Customer satisfaction; case study; critical incident technique; multiple criteria;

fLanguage

English

Publisher

ieee

Conference_Titel

Engineering Management Conference, 2008. IEMC Europe 2008. IEEE International

Conference_Location

Estoril

Print_ISBN

978-1-4244-2288-3

Electronic_ISBN

978-1-4244-2289-0

Type

conf

DOI

10.1109/IEMCE.2008.4617947

Filename

4617947