We use cookies to create the best experience for you. Keep on browsing if you are OK with that, or find out how to manage cookies.
Nobody downloaded yet

Service Quality in Marriott Corporation - Essay Example

Comments (0) Cite this document
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…
Download paper
Service Quality in Marriott Corporation
Read TextPreview

Extract of sample
Service Quality in Marriott Corporation

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. ensuring that clients feel secure and safe when they provide confidential and/or personal information and winning their trust); and, empathy (i.e., the management or the service employee must see things from the vantage point of the client, e.g. being available to the client when needed, providing convenient hours, understanding specific client needs, giving personal attention, and keeping the client's best interests at heart) (Wakefield, 2001).
According to Kotler and Armstrong (1998) service intangibility means that services cannot be seen, tasted, felt, heard, or smelled before they are bought. Meanwhile, service variability is the quality of services depends on whom provides them as well as when, where, and how they are provided. Lastly, service perishability constitutes the services that cannot be stored for later sale or use. The perishability of services is not a problem when the demand is steady. However, when demand fluctuates, service firms often have difficult problems (Kotler & Armstrong, 1998).
Service quality tends to focus more on the intangible aspects, and because intangible aspects don't involve any product, the quality of services is measured through the way it is being delivered by the service employee, which may either create satisfaction or disappointment on the part of the customer.
Total Guest Satisfaction
In high-contact systems customers can influence the time of demand, the exact nature of the service, and the quality of service (Lovelock & Young, 1979). 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 (Bowers, Martin & Luker, 1990). Organizations that capitalize on customers' active participation in organizational activities can gain competitive advantage through greater sales volume, enhanced operating efficiencies, positive word-of-mouth publicity, reduced marketing expenses, and enhanced customer loyalty (Lovelock & Young, 1979; Reichheld & Sasser, 1990). Customers who actively participate in organizational activities can directly increase their personal satisfaction and perceptions of service quality (Bowers, ... Read More
Cite this document
  • APA
  • MLA
(“Service Quality in Marriott Corporation Essay Example | Topics and Well Written Essays - 2000 words”, n.d.)
Retrieved from https://studentshare.net/miscellaneous/308447-service-quality-in-marriott-corporation
(Service Quality in Marriott Corporation Essay Example | Topics and Well Written Essays - 2000 Words)
“Service Quality in Marriott Corporation Essay Example | Topics and Well Written Essays - 2000 Words”, n.d. https://studentshare.net/miscellaneous/308447-service-quality-in-marriott-corporation.
  • Cited: 0 times
Comments (0)
Click to create a comment
Service Quality
12 Pages(3000 words)Essay
Service Management: McDonald's Corporation
The service sector involves interaction between service providers and service consumers. Service is characterized by certain elements. One of these elements is intangibility and insubstantiality of the service. This implies that one cannot use their senses to touch, smell, see or hear the service.
9 Pages(2250 words)Essay
Service Quality Improvement
Service quality improvement is paramount especially in companies that deal with provision of services to clients. This is because it forms the main base of the organization’s competitive advantage. The competitive advantage is what assists a company to form a strong customer-base. Various companies use different approaches.
9 Pages(2250 words)Essay
This is a business ethics essay. Marriot positive and negative things so I have to write in business ethics manner
One of the ways that the Marriott brand achieve such a level of satisfaction, both among its employees and its clients, is by making the employees feel like one part of the Marriott family. This is done in many ways; however, the liberal benefits that the employees of the brand earn are one of the biggest ways that this is affected.
5 Pages(1250 words)Essay
Service Quality Management
Reflective Essay [Author] [Instructor] [Course] [Dated] Reflective Essay A prominent Motor Company which has achieved excellence in its performance and has improved its quality outcomes around the globe is one of the best companies is Ford Motor Company. If we see its growth towards the excellence from the beginning till end, we will come to know that it has gained maximum number of achievements than the other competitive companies.
6 Pages(1500 words)Essay
Finance project
Its hotels and lodging services include both company operated as well as “franchised properties” and their revenue earnings for the fiscal year 2012 have registered a whopping “$12 billion” (par.1). The company’s headquarters is located in Bethesda, Maryland, USA and it is “founded by” J Willard and Alice Marriott and led by “Marriott family leadership” for over eighty years (par.1).
3 Pages(750 words)Essay
Service Quality Management
This involves meeting the customer's service expectations and making sure their organisation exceeds quality expectations. Service organisations have to do things right all the time in terms of satisfying customers and setting competitive pricing structures.
12 Pages(3000 words)Essay
Marriott International
It should be noted that even though the business organization is operating on a key corporate strategy, it employs a unique strategy on each business unit to highlight the different customer value that it wishes to extend to its various customers. This paper will first look at the extensive product line of Marriott International and examine their corresponding strategies.
3 Pages(750 words)Essay
Marriott Hotels International
(Marriott International - HR Practices, 2003) The essential business philosophy he follows is to promote a free and democratic set up. He received the Winston Churchill ward for “for his lifelong commitment to promoting democracy through
6 Pages(1500 words)Essay
Marriott Corporation: The cost of capital
b) The decision to invest in projects increases the shareholders value of the company. This is consistent with the growth and from the NPV criteria, positive NPV of projects increases the shareholders value. c) Optimization of the
2 Pages(500 words)Case Study
Let us find you another Essay on topic Service Quality in Marriott Corporation for FREE!
Contact us:
Contact Us Now
FREE Mobile Apps:
  • About StudentShare
  • Testimonials
  • FAQ
  • Blog
  • Free Essays
  • New Essays
  • Essays
  • The Newest Essay Topics
  • Index samples by all dates
Join us:
Contact Us