Service Quality Management in Hotel Industry: A Conceptual Framework for Food and Beverage Departments

Abstract

Service quality has been an important subject of research involving food and beverage (F&B) departments ofhotels. Despite a substantial number of studies on service quality, the reasons why guests revisit a hotel and whya high-quality service from the F&B department is needed have remained unanswered. This paper aims to reviewexisting literature on service quality management in the F&B departments of hotels, its process, and the effectiveservice quality management framework. This paper discusses famous models, and explains Parasuraman’sdimensional framework of service quality management in the area of F&B and its application to the hotelindustry. The conceptual paper suggests application of the dimensional model in the F&B department andencourages hotels to improve its management to better satisfy their guests.