Quality Services Management in Hospitality and Tourism Industry

Abstract

The issue of quality in hospitality and tourism is very important in the management theory nowadays. Quality is the ability to meet the needs of consumers on the right time. The aimed to assess the quality services of luxury hotels and resorts on the grounds whether hotel managers and customers have the same understanding of service quality and satisfaction and whether there is a disparity between services offered by luxury hotels and resorts and the way customers experience. Result revealed that there is a similarity in the concept of quality service management among managers and customers.