Service quality performance : A study on service quality performance of private SMEs in tourism
ISBN
9780987050724
Type
conference paper
Date Issued
2012-02-07
Author(s)
Editor(s)
Lade, Clare
Melsen, Lisa
Abstract
Tourism is a service-intensive industry that is dependent on the quality of customers' service experiences and their consequent assessment of satisfaction or dissatisfaction with a service experience. The management and performance of service quality is thus of crucial importance to the tourism industry. The paper reports a mystery guest study on the service quality of email inquiries by potential guests in a valley in the Tirol, Austria. The objective of the study is to identify good and bad quality performance factors of tourism SMEs when it comes to email conversation, which has been and still is the first contact with a holiday destination.
Language
English
Keywords
Service quality
SME
tourism
HSG Classification
contribution to scientific community
Refereed
Yes
Book title
CAUTHE 2012 National Conference : the new golden age of tourism and hospitality
Publisher
La Trobe University
Publisher place
Melbourne
Volume
Book 2: Working Papers
Start page
736
End page
741
Pages
6
Event Title
22nd International Research Conference Council for Australian University Tourism and Hospitality Education (CAUTHE) Conference
Event Location
Melbourne
Event Date
06.-09.02.2012
Subject(s)
Division(s)
Eprints ID
212703