Journal of Hospitality & Leisure Marketing · 1993 · 102 citations · 0 references
ManagementHospitality ManagementMarketingGuest Experience ManagementHotel ManagementServices MarketingConsumer SatisfactionCustomer Experience ManagementCustomer SatisfactionGuest Services ManagementLuxury Guest ExperienceService QualityCustomer ExpectationsExpectationsHospitality Customer ExperienceHospitality Performance MeasurementHospitality Service QualityHotel Customer ExperienceHotel Performance MeasurementHotel Service Quality
Abstract This paper focuses on the development and application of a 26-item instrument which can help hotels measure, assess and manage the quality of their guest service. First, it briefly discusses the development of LODGSERV, an index to measure consumer expectations for Service Quality in their hotel experiences. It next considers its use in differentiating these expectations based on price segment: economy, mid-price, and luxury hotels. Finally, it suggests how management can utilize the index to better measure the degree to which it is meeting, exceeding or falling below the expectations of its guests.