Title :
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
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;
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
DOI :
10.1109/IEMCE.2008.4617947
