Managing for Quality and Performance Excellence 9th Edition by James Evans,William Lindsay

Exercise 73

Classify the following customer requirements for a hotel using the five key dimensions of service quality-reliability, assurance, tangibles, empathy, or responsiveness. 70
• Hotel equipment is always functioning
• Hotel staff is knowledgeable to answer guest's questions
• Hotel has comfortable beds, furniture, and fittings
• Guests feel safe as services are delivered to their rooms
• Hotel services are provided as promised
• Hotel has well-dressed staff
• Hotel staff is always willing to help guests
• Hotel furnishings appear to be clean and shiny
• Guests receive individual attention
• Guests feel that hotel services are provided at a competitive and affordable price