Analysis Five Gaps in Service Quality
Quality of service has been studied in the area of business management for years because the market is more competitive and marketing management has transferred its focus from internal performance such as production to external interests such as satisfaction and customers' perception of service quality (Gronroos, 1992). Now, the major new element in world market competition is quality.
As so in hospitality industry, the service quality is one of the most important thing, to answer the question how to improve the service quality? …
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