Skip to main content

Synonyms

HSQ; Service quality of hotels

Definition

HSQ is a hotel administration term used to describe performance in service quality of hotels and customer satisfaction. The HSQ performance needs to be improved continually with management techniques and quality standards, such as star rating system of hotel classification. As international travelers expect quality standardized, hotels require providing professional, efficient, and international service like reservation systems, clean and comfortable rooms, and good staff’s attitudes.

Description

In the age of growing international tourism, providing excellent quality service at hotels is increasingly more important. Thus, the HSQ performance needs to be improved continually with management techniques and quality standards, such as star rating system of hotel classification (Pine & Phillips, 2005). Additionally, as international travelers expect quality standardized, hotels require providing professional, efficient, and international...

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Subscribe and save

Springer+ Basic
EUR 32.99 /Month
  • Get 10 units per month
  • Download Article/Chapter or Ebook
  • 1 Unit = 1 Article or 1 Chapter
  • Cancel anytime
Subscribe now

Buy Now

Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 6,499.99
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Hardcover Book
USD 9,499.99
Price excludes VAT (USA)
  • Durable hardcover edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

References

  • Akbaba, A. (2006). Measuring service quality in the hotel industry: A study in a business hotel in Turkey. Hospitality Management, 25, 170–192.

    Google Scholar 

  • Callan, R. J., & Kyndt, G. (2001). Business travellers’ perception of service quality: A prefatory study of two European city centre hotels. International Journal of Tourism Research, 3(4), 313–323.

    Google Scholar 

  • Choi, T. Y., & Chu, R. (2001). Determinants of hotel guests’ satisfaction and repeat patronage in the Hong Kong hotel industry. International Journal of Hospitality Management, 20(3), 277–297.

    Google Scholar 

  • Deming, W. E. (1986). Out of the crisis. Cambridge, MA: Massachusetts Institute for Technology, Center for Advanced Engineering Study.

    Google Scholar 

  • Ekinci, Y., Prokopaki, P., & Cobanoglu, C. (2003). Service quality in Cretan accommodations: Marketing strategies for the UK holiday market. Hospitality Management, 22, 47–66.

    Google Scholar 

  • Gundersen, M. G., Heide, M., & Olsson, U. H. (1996). Hotel guest satisfaction among business travelers: What are the important factors? The Cornell Hotel and Restaurant Administration Quarterly, 37(2), 72–81.

    Google Scholar 

  • Juwaheer, T. D. (2004). Exploring international tourists’ perceptions of hotel operations by using a modified SERVQUAL approach – A case study of Mauritius. Managing Service Quality, 14(5), 350–364.

    Google Scholar 

  • Kano, N., Seraku, N., Takahashi, F., & Tsuji, S. (1984). Attractive quality and must-be quality. Hinshitsu, Quality, the Journal of Japanese Society for Quality Control, 14(2), 147–156.

    Google Scholar 

  • Lockyer, T. (2003). Hotel cleanliness – How do guests view it? Let us get specific: A New Zealand study. Hospitality Management, 22, 297–305.

    Google Scholar 

  • Mace, E. E. (1995). International trends in the hotel industry or, survival in the global economy. Hotel Motel Management, 210(10), 11–13.

    Google Scholar 

  • Pine, R., & Phillips, P. (2005). Performance comparisons of hotels in China. Hospitality Management, 24, 57–73.

    Google Scholar 

  • Su, A. Y.-L. (2004). Customer satisfactionmeasurement practice in Taiwan hotels. Hospitality Management, 23, 397–408.

    Google Scholar 

  • Yang, C.-C. (2003). Establishment and applications of the integrated model of service quality measurement. Managing Service Quality, 13(4), 310–324.

    Google Scholar 

  • Yang, C.-C. (2004). Methods for determining areas for improvement based on the design of customer surveys. Proceedings of the 9th International Conference on ISO 9000 & TQM, Bangkok, Thailand.

    Google Scholar 

  • Yang, C.-C. (2005). The refined Kano’s model and its application. Total Quality Management, 16(10), 1127–1137.

    Google Scholar 

  • Yang, C.-C., Jou, Y.-T., & Cheng, L.-Y. (2011). Using integrated quality assessment for hotel service quality. Quality and Quantity, 45(2), 349–364.

    Google Scholar 

Download references

Author information

Authors and Affiliations

Authors

Corresponding author

Correspondence to Ching-Chow Yang .

Editor information

Editors and Affiliations

Rights and permissions

Reprints and permissions

Copyright information

© 2014 Springer Science+Business Media Dordrecht

About this entry

Cite this entry

Yang, CC. (2014). Hotel Service Quality. In: Michalos, A.C. (eds) Encyclopedia of Quality of Life and Well-Being Research. Springer, Dordrecht. https://doi.org/10.1007/978-94-007-0753-5_4097

Download citation

  • DOI: https://doi.org/10.1007/978-94-007-0753-5_4097

  • Publisher Name: Springer, Dordrecht

  • Print ISBN: 978-94-007-0752-8

  • Online ISBN: 978-94-007-0753-5

  • eBook Packages: Humanities, Social Sciences and Law

Publish with us

Policies and ethics