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The Organisational Gap Model for Hotel Management

Author(s): Maja Uran

Journal: Managing Global Transitions
ISSN 1581-6311

Volume: 8;
Issue: 4;
Start page: 405;
Date: 2010;
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Keywords: service quality model | organisational gaps | multivariate analysis | hotel industry

This paper describes the development of the organisational gap model for hotel management. It descries a management measurement instrument that helps to assess the 3 organizational service gaps that are preconditions for delivering service quality (the positioning gap, specification gap and evaluation gap). The described theoretical model was constructed based upon the four organisational gaps of the Parasuraman et al. service quality model, then redefined and reassessed. Data were gathered on the sample of 500 questionnaires from the Slovenian hotel industry and analysed with exploratory factor analysis and structural equation modelling. The results can be useful guidelines for hotel management on how to improve the service delivery process.
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