Wanderings And Ponderings

In the world of hospitality, great service is more than a smile, it’s a strategic framework that determines the success and sustainability of a business. Service management refers to a customer-focused approach that emphasizes the delivery of value, building strong guest relationships, and consistently exceeding expectations. There are two key dimensions of service quality: technical quality, which involves the outcome or what the customer receives, and functional quality, which focuses on how that service is delivered. In hospitality, where competition is fierce and customer loyalty is everything, mastering both aspects is essential. Foundations of Service Quality Service quality is shaped by the interaction between the customer and the service provider. According to the widely accepted SERVQUAL model, there are ten critical dimensions that influence perceived service quality: reliability, responsiveness, competence, access, courtesy, communication, credibility, security, under...