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Service quality performance : A study on service quality performance of private SMEs in tourism

Anita Zehrer & Christian Laesser

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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.
   
type conference paper (English)
   
keywords Service quality, SME, tourism
   
name of conference CAUTHE (Melbourne)
date of conference 7-2-2012
title of proceedings The new golden age of tourism and hospitality; Book 2; Proceedings of the 22nd Annual Conference
page(s) 736-741
publisher La Trobe University (Melbourne)
ISBN 9780987050724
review double-blind review
   
citation Zehrer, A., & Laesser, C. (2012). Service quality performance: A study on service quality performance of private SMEs in tourism. In The new golden age of tourism and hospitality; Book 2; Proceedings of the 22nd Annual Conference, pp.736-741. Melbourne: La Trobe University. - ISBN 9780987050724.