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Volume 4, Issue 1
1 February 1994
This article was originally published in
Managing Service Quality
Managing Service Quality Cover Image for Volume 4, Issue 1
Case Report| February 01 1994

Measuring Performance in a First Class Hotel Available to Purchase

Jan Mattsson
Jan Mattsson
Professor of Marketing at the Gothenburg University, Sweden,and is currently Acting Professor of Service Management at the Service Research Center at the University of Karlstad.
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Author & Article Information
Publisher: Emerald Publishing
Online ISSN: 1758-8030
Print ISSN: 0960-4529
© MCB UP Limited
1994
Managing Service Quality: An International Journal (1994) 4 (1): 39–42.
https://doi.org/10.1108/09604529410796053

Outlines a study undertaken in order to measure customer satisfaction at a Scandinavian hotel. Looks at the diverse perspectives of managers from different departments of the hotel and records their views on the present system for measuring performance and how they think it should be changed, if at all.

Keywords:
Customers, International marketing, Kaizen, New Zealand, Service quality, Telecommunications industry, Travel agents
© MCB UP Limited
1994
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