Measuring Customer Expectations in Hotels (The Hague)
Greetings. I'm completing my masters degree this summer with a thesis which aims to answer the following questions:
How are customer expectations effectively understood and addressed within the hotel industry? What are some of the limitations of existing service quality models like Gap Analysis, SERVPAL, and SERVQUAL? How do customer exceptions differ for corporate to client types, and how this impact how research is conducted by hotels?
If you work, or have worked, in a hotel environment i'd be very interested in getting your opinion in this area. Please feel free to contact me on the below details to arrange a quick discussion or interview. Alternatively please feel free to post your comments on the following survey:
I will certainly appreciate your time and feedback.