Question
- There are five dimensions to SERVQUAL: responsiveness, assurance, tangibles, empathy, and reliability. What dimensions of service quality do you think are important for the
-There are five dimensions to SERVQUAL: responsiveness, assurance, tangibles, empathy, and reliability. What dimensions of service quality do you think are important for the hotel? Feel free to define SERVQUAL. Then for each of these dimensions construct 2 questions that could be used in a questionnaire when measuring customer satisfaction at some of the service failure points from question 2.
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Organizational Behavior
Authors: Stephen P. Robbins
17th edition
978-0134182070, 013410398X, 134182073, 978-0134103983
