Definition and management of service quality Essay

Definition and management of service quality - Essay Example According to the manager of the Chesthunt Hotel, service quality is based on the quality, customer satisfaction and identification of customer value as either important or very important or very important. Those companies that have high quality of services as well as goods had higher market share, higher return on investment and asset turnover than companies with perceived low quality.If consumers somehow become better customers -- that is, more knowledgeable, participative, or productive -- the quality of the service experience will likely be enhanced for the customer and the organization. Because it affects those factors, then it certainly affects customer satisfaction, the link of service quality with customer satisfaction, which is, the degree of fit between customer's expectations and perceptions of service.Based on the perception of the manager, customer criteria determine the definition of quality and the variables that affect perceptions of quality. They explained that variab les may change with circumstance, experience, and time. In addition, service providers may influence the variables that drive customer perception to service quality. The perception of the customers may also vary by circumstances, time, and experiences. He also explained that the total perceived value of a service comes from two sources. First, customers perceive value that originates from the service act itself; second, customers perceive value that originates from the quality of the service act. ... On the other hand, quality is much difficult to define as it depends on the perception of the consumer. Basically it is defined in terms of being transcendent, customer led, or value led. The provision of quality customer service is a multi-faceted concept as a number of factors must be met by the hotel in order to achieve it. To integrate quality in service provision, it is important that the hotel has the right skills, resources and values. As quality customer service is influenced by various factors, the involvement of both hotel management and the employees must be present; in the case of Chesthunt it has been made clear that training alone is not sufficient for service quality (Ghobadian,Speller and Jones, 1994,p. 43). The commitment, leadership and adaptability of the management towards change are also important for quality service. The values and skills of the employees on the other hand, must be prioritized as well. They must be given enough empowerment to contribute effectively towards customer satisfaction. The importance of quality in customer service has been recognized by Chesthunt hotel. The management of Chesthunt hotel have applied prioritized quality in customer services, resulting to positive business outcome. Customer satisfaction, loyalty, employee satisfaction and profit growth are some of the main advantages of this business practice. In order to cope with the present business challenges, Chesthunt hotel have implemented different strategies that will enhance their respective customer services. Consumer studies, trainings and application of information technology are some examples of the most commonly used strategies for customer services. Service delivery