Research Paper On Service Quality Pdf
Click on any of the term papers to read a brief synopsis of the research paper. The essay synopsis includes the number of pages and sources cited in the paper.
Trouble Shooting in Services Industries
Companies providing services to consumers, such as in the tourism industry, need to understand where there may be gaps in the services that are provided and the services expected. This 3 page paper discusses 4 potential gaps considering the causes and potential solutions. These four gaps are the gap between a customer expectation and the expectations perceived by management, the Gap between the management perceptions and consumer expectations and the way it is translated into service quality specifications, the gap between service quality specifications and the delivery of those specifications to the customer and the gap between the service delivered to customers and the external communication about the service. The bibliography cites 4 sources.
Measuring Service Quality
This 11 page paper considers why the measurement of service quality is important in the tourism and hospitality industries and the way that both hard measures, looking at objective factors and soft measures that assess subjective elements of service should both be used. The paper then considers how subjective data can be collected and the usefulness of tools such as SERVQUAL. The bibliography cites 8 sources.
Literature Review of Consumer Research
An 8 page paper providing a literature review for the research questions identified in KSresConsHlth.rtf, “Researching Consumer Attitudes in Private Health Insurance.” The review addresses the topics of service quality, process flows and call center operation. Bibliography lists 9 sources.