Service quality in the hospitality industry : Reconciling tourism development with sustainable values
Part of : Αρχείον οικονομικής ιστορίας ; Vol.XXI, No.1, 2009, pages 181-190
Issue:
Pages:
181-190
Author:
Abstract:
Considering that the concept of sustainability strives to reconcile existing conflicts among goals of economic growth, environmental protection and social justice, it is not surprising that this concept has also emerged as a leitmotif of tourism research. It is generally recognized that improving quality in tourism destinations is an essential requirementin satisfying tourist’s need, in enhancing the competitiveness of the tourism industry and ensuring a balanced and sustainable tourism development. Integrated quality management and service have been identified as a process that can help destinations to deliver a quality product, improve tourists experiences and to work towards sustainability. Whilst the various models of service quality can protect and upgrade the operation of enterprises as well as the level of tourist demand satisfaction. This paper focuses on the growth of modern tourism, and the importance to practise service quality methods towards to achieve sustainable tourism development. In conclusion, this paper aims: 1) to sustain that practicing service quality through sustainable values can be considered as the major tool to achieve development and enhance the hospitality industry, 2) to assess that perceived service quality is a crucial matter for the global tourism growth and can bear sustainable development.
Subject:
Subject (LC):
Keywords:
Service quality, Service quality models, Sustainable development, Sustainable values
Notes:
JEL classification: L15, L83, Q01
