Service Quality in Marriott Corporation

Undergraduate
Essay
Miscellaneous
Pages 8 (2008 words)
Download 0
Service quality is generally viewed as the output of the service delivery system (Wakefield, 2001). In particular, it is the difference between expectations of service and perceptions of service actually received.
Duff and Kenchand (1998) added that service quality refers to customers' appraisals of the service core (i.e…

Introduction

the tangible and intangible aspects of the service quality) observed during interactions with the service firm (Wakefield, 2001).
Tangible aspects of service quality include all that the client can see, touch, hear, and smell upon the delivery of the services, thus, it basically involves physical facilities, equipment, and appearance of employees (Wakefield, 2001; Duffy & Kenchand, 1998).
Meanwhile, the intangible aspects of service quality comprise the manner by which services are delivered (Wakefield, 2001). An example of an intangible aspect of service quality is the service performance, which describes all aspects of the delivery of services that include: reliability (i.e. the ability to perform the required service dependably, accurately, and consistently, e.g. solving customer's problems, accurate billing and record keeping); responsiveness (i.e. the willingness of staff to provide prompt and attentive service; accordingly, it is important to make customers feel the immediacy of the management or the service employee in responding to what the customers need to know); assurance (i.e. ...
Download paper
Not exactly what you need?

Related papers

Service Quality Management
Doing things right all the time also involves making sure their service is fit for purpose, and that the service is what the customer is expecting. In an environment where customers are faced with increasing choice, getting this concept right is very important. Time is also a commodity for customers and therefore organisations need to ensure that their service delivery is fast and minimises the…
Marriott International
It should be noted that the company tries to occupy different positions on the mind of each customer through its different product lines. After looking at its different positioning strategy, this paper will identify the strategic issues or risks faced by the organization. Lastly, it will also offer recommendations based on the conducted analysis.…
Definition and Management of Service Quality
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…
Service Quality RTE
The service marketing mix includes process, physical evidence, and people. When offering services instead of products, a company's reputation, the process of delivering the service and what is promised, value for the money, and follow up. Other differences include the improbability of services not being able to be returned and a company's service can be based on one particular sales…
Corporate Communications of Marriott
"Those ideas quickly find their way into the hands of members of the team at HQ who can either solve the problem or spread the word about a good concept that works."…
Logistic service quality within the perishable goods
Communicating the importance of logistical activities to other functional activities, as well as to corporate officers, has been a difficult task. Professor Donald Bowersox, speaking at the council of logistics management annual conference in Toronto in 1999, described establishing the link between functional logistics performance and overall firm performance as our discipline's equivalent to…
Service Quality in Marriott Corporation
the tangible and intangible aspects of the service quality) observed during interactions with the service firm (Wakefield, 2001).…