INTERNAL QUALITY SERVICE

Internal Quality service Delivery in Hospitality industry



Internal Quality service Delivery in Hospitality industry

Introduction

Quality is understood as the properties and characteristics of services, causing a feeling of satisfaction among customers, or the absence of defects, which enhances the state of satisfaction of the customer. Quality of service is seen as an important area of ??activity (Richard, Robert & Nicholas, 2007, 78). A number of marketers believe that quality management is an action-controlled organization to match the quality standards set. In addition, please note that there was a close link the concepts of quality and value, where the values ??should be understood as a consumer value services.

Holiday Inn was established in 1952 in Memphis , Tennessee by Kemmons Wilson . Wilson opened his first hotel in September 1952 after a bad experience on your vacation, in the 4941 Summer Avenue in Memphis Berclair district on the main road and Nashville. After several hotels were opened Holiday Inn. Today is a brand of InterContinental Hotels Group.

The theories of the Internal Quality Service

What Is A Chain Of Service-Profit?

Service-profit chain is a striking phenomenon, emphasizing the importance of people - both staff and customers. It demonstrates that the relationship between increased performance of the corporation. Service-profit chain, this is an equation on one side of which are policy corporation, employee satisfaction, value creation, customer loyalty, and on the other is the profit (Porter, 2005, 62).

The Need for Integration of the Chain Links Service-Profit

The integration of all components of the chain-profit services: employee satisfaction, value creation, customer satisfaction and loyalty, profit and growth - provides quality services. "The company educates and empowers its employees to play an important role in satisfying customers for the benefit of one" (Manoj & Malhotra, 2005, 427).

Employee Satisfaction

The key to the chain management services, profit is a working environment that facilitates rapid response to the needs of customers and attentive to them after the transaction. However, this environment is only possible if people are empowered to decisions, motivated solve the problem (Levitt, 2002, 41).

Customer Satisfaction

Customer satisfaction is a critical element of sustainable growth and profits of your business itself. To customer service has become an important part of your corporate culture and promoted the formation of the authorized and motivated employees, aimed at high standards of customer service, you must continually demonstrate that the highest priority for your company is customer service. 

Customer Loyalty

At the heart of real loyalty is value for its customers. Customer loyalty makes the main contribution to the steady growth in profits, "to win the loyalty of customers, the company must first systematically to meet their needs. In markets characterized by high competition, there is a big difference between satisfied customers and completely satisfied or loyal customers (Lee, 2004, 102).

Theory of Operation Management in Service System

The theories of operation management for improving the service system are various and are very helpful in implementing such policies that reduce the cost of the business. These theories are Quality, Efficiency and Responsive to the customers.

Quality of Service System

Service systems must be taken care of, ...