A qualitative analysis of service experience, perceptions of service quality and service management Online publication date: Fri, 24-Nov-2017
by Jimmy Ebong
International Journal of Qualitative Research in Services (IJQRS), Vol. 2, No. 4, 2017
Abstract: By applying qualitative, grounded theory approach, the author analysed guests' reviews of hotels in Arusha (Tanzania) and ascertained guests' service experience and perceptions of service quality. Perceptions of service quality are formed as a result of experiences with service components. Guests perceive quality of services related to rooms and facilities to be most important in evaluating overall service quality. Management can use online reviews for: service quality evaluation, resourcing, competitive positioning, targeting and prioritising service improvement, especially when resources are scarce. Further studies should explore nature, content and motive of managerial response to reviews and implications of managerial responses on customer satisfaction and business performance. This is a maiden study on service experience and service quality, grounded on electronic word of mouth concept. A conceptual scaffold to define and manage service quality in hotels is advanced.
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Qualitative Research in Services (IJQRS):
Login with your Inderscience username and password:
Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.
If you still need assistance, please email subs@inderscience.com
Our Blog 
Follow us on Twitter 
Visit us on Facebook