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Impediments to improvements in service quality in luxury hotels

Presbury, Rayka, Fitzgerald, Anneke and Chapman, Ross 2005, Impediments to improvements in service quality in luxury hotels, Managing service quality, vol. 15, no. 4, pp. 357-373.

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Title Impediments to improvements in service quality in luxury hotels
Author(s) Presbury, Rayka
Fitzgerald, Anneke
Chapman, Ross
Journal name Managing service quality
Volume number 15
Issue number 4
Start page 357
End page 373
Publisher Emerald Group Publishing
Place of publication Bradford, England
Publication date 2005
ISSN 0960-4529
Keyword(s) service quality
hotels
competitive advantage
tourism
hospitality services
Australia
Summary Purpose – The purpose of this article is to identify the key factors that impede service quality delivery in the context of luxury hotels (four- and five-star properties) in Sydney, Australia.

Design/methodology/approach – The empirical dataset for this qualitative study was collected through 22 individual semi-structured interviews with senior hotel managers of ten luxury hotels in Sydney, Australia. The technique used for analysing the data was progressive comparative analysis, after which constant comparative methodology was applied. The key themes emerging from these techniques have been categorised to form conclusions.

Findings – Analysis of the data revealed a number of impediments to developing and maintaining distinguishable, superior service. These impediments fell into four broad areas: Budget constraints, Staff attitude, Lack of mentoring and High customer expectations.

Research limitations/implications – The limitations with the current study are primarily related to the scope of the research in terms of the number of hotel properties participating, and the fact that it incorporates the views of managers only. Furthermore, the focus of this study was on the hotel sector, and thus the findings cannot be accepted as being necessarily relevant and applicable to services across the tourism/hospitality industry as a whole. Future research needs to be conducted to incorporate the views of all stakeholders in service quality, including non-management staff and customers.

Originality/value – The findings of this research can inform hotel sector researchers and practitioners of identified impediments to service quality, whether current strategies are addressing these impediments and, if not, how strategies may be modified to address to achieve this.
Notes Reproduced with kind permission of the copyright owner.
Language eng
Field of Research 159999 Commerce, Management, Tourism and Services not elsewhere classified
Socio Economic Objective 970115 Expanding Knowledge in Commerce, Management, Tourism and Services
HERDC Research category C1.1 Refereed article in a scholarly journal
Copyright notice ©2005, Emerald Group Publishing
Persistent URL http://hdl.handle.net/10536/DRO/DU:30032505

Document type: Journal Article
Collections: Deakin Graduate School of Business
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Every reasonable effort has been made to ensure that permission has been obtained for items included in DRO. If you believe that your rights have been infringed by this repository, please contact drosupport@deakin.edu.au.