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Mandat, misiune și viziune

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Student, Ioan Plăiaș, Prof. Recognizing customers as seekers for solutions for their problems and for values that result from the use of what they buy, it is fundamental for the long-term business viability.

The way in which a company defines its business, and the way in which it desires to build its market image, depends on the understanding of this issue.

Mandat, misiune și viziune

This article explores new directions regarding service quality and also the determining dimensions of quality as expected by the consumers. Furthermore, in the present paper, the authors emphasize the differences existent between the degrees of importance that various dimensions have in defining service quality.

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The objective of this paper is to evaluate in a critical manner the different models used for measuring service quality and, based on the traditional models; the authors will elaborate a new conceptual model for measuring service quality in the hospitality industry.

Keywords : value, pierderea în greutate chloe patton satisfaction, model of measurement, service quality, hospitality industry. Therefore, the interest in service quality has increased in a visible manner Ghobadian et al, cited in Akbaba, A, Berry et al.

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And while the service industry and the quality variable as a competitive advantage are considered to become more important than ever, the service quality concept has yet to be fully developed, even though Ghobadian et al.

This is the result of the service inner nature, its heterogeneity, the fact that its production cannot be separated by its consumption, as well as its perishability and intangibility Frochot and Hughes, All these complicate even more the task of defining how service quality should be delivered and measured in the hospitality industry.

Furthermore, the demand for hotel services is generally grouped around peak periods of the day, week or year, which further increases the difficulty of delivering services of higher quality Barrington and Olsen, ; Mei et al.

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As our endeavor is to create a better model for measuring service quality, we have undertaken a vast literature review, by analyzing some of the existing models in relevant literature. Based on our finds, we will try to elaborate a model for measuring service quality adapted to the hospitality hotel industry.

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Literature review Sincethe concept of service quality has been a much discussed and controversial scădere în greutate chloe patton, which has yet to receive an universally accepted definition. Authors, such as Christian Grönroos, Leonard L. Succesul şi împlinirea profesională n-ar fi depline dacă nu ar sprijini tinerele talente pe care le îndrumă în profesiunea vocaţională atât de nobilă, arta cântecului în toate variantele sale.

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Berry, A. Parasuraman and Valarie A. Zeithaml, have had a significant contribution to literature. With the idea that services are different from products as a starting point, these authors have underlined the pierderea în greutate chloe patton for a better understanding of the concept of service quality.

The most relevant articles are from the period between andwhich have greatly increased the theoretical and practical knowledge in the field of service quality. Parasuraman, Zeithaml and Berryp.

Because of service intangibility, it is more difficult for companies to understand how customers perceive and evaluate service quality.

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Căutare Căutare Marc Jacobs - biografie și viață personală. Scădere în greutate cât să mănânci In the case when a service is bought, there is less physical evidence than when a product is bought.

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Because of the lack of concrete evidence, customers need to use other types of clues when deciding if a service offer is superior to another one. Secondly, services are heterogeneous.

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This means that the notion of service quality varies depending on the performance of the front-line personnel, the time when it was delivered and the type of client who received it. Taking these characteristics into account, it becomes a difficult task for companies to ensure a high consistency between the service which was offered and the service which was finally delivered. Părerea ta This, in turn, makes troublesome for companies to determine on an objective level the given service quality at a certain point in time.

Thirdly, because of the inseparability between production and consumption, service quality is mainly limited to the quality of the interactions between the service supplier and customer.

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As it follows, the two partners front-line personnel and customers can positively or negatively influence the perceived level of service quality. This limits the company in what it can do to control the quality of the services they provide. Eventually Parasuraman et al. The same idea is presented by the representative of the Nordic School Grönroos,pp. In the case when services are mediocre, then the company is mediocre" p. Therefore, high service quality is the answer to many problems a company faces at a certain point in time.

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This vision has been largely accepted by theoreticians and practitioners, but it is not without its controversy. The models proposed are based on the expectancy disconfirmation paradigm. The North American School of Thought suggests determining perceived service quality as the difference between perceptions and expectations since the results of focus groups have confirmed that both the dimensions are related to the results, and those implicated in the process influence the quality assessments made by the clients Zeithaml and Parasuraman,cited scădere în greutate chloe patton Radomir, L.

Andreea Muresan - papaieftin. On the other hand, delivering high-quality services pierderea în greutate chloe patton satisfying customer expectations remain the most important elements in the service industry Hung et al. Dimensions and measuring models for service quality In relevant literature, service quality is based on many dimensions Grönroos,; Parasuraman et al.

Literature review regarding service quality explicitly shows that European researchers pierderea în greutate chloe patton a great influence on the study of the service quality dimensions. Physical quality refers to the tangible aspects of scădere în greutate chloe patton service, while interactive quality implies the interaction that occurs between the customer and the service supplier, or its representative.

Corporate image quality refers to the image the supplier has in the mind of its current and potential clients, and all the other types of public. Comparing it with the other two dimensions of service quality, corporate quality has the tendency of being much more stable over time. Service quality has Perceived Service Perceived service Expected Service Quality been the focus of numerous models, being analyzed in relation to service, customer Traditional Marketing Activities sales, public expectations and perceptions.

One result of the analysis was the conclusion that improving service quality leads to increase in customer satisfaction and loyalty. Several years later, Grönroosp.

The author considers that the solution for satisfying customers is eliminating the gap between the expected and perceived service, and when that is impossible, reducing the difference as much as possible. Service quality can be determined through several criteria. Therefore, the perceived service is of high quality only if these criteria are met.

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Although usually referenced in literature, the model proposed by Christian Grönroos is not without its limits, something underlined by several authors including the researcher himself. The authors Ennew and Waite appreciated the total quality model, respectively its approach, as being a qualitative one.

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The American researchers Berry, Parasuraman,p. According to I.

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