Management perception of service quality in the hospitality industry

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1 
 
Management perception of service quality in the hospitality 
industry 
Randall Lacle 
Bachelour’s Thesis 
Degree Program in Hotel
Management 
2013
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2 
Abstract 
Author or authors 
Randall Laclé 
Group or year of 
entry 
2012 - 2013 
Title of report 
Management perception of service quality in the hospitality 
industry.. 
Number of 
pages and 
appendices 
56 + 39 
Teacher(s) or supervisor(s) 
Mario Passos Ascencao
The service industry has never been so competative then it is today. In order to survive 
companies must focus on delivering quality to their customers and meeting their 
expectations. Management must make decisions on how to effectively improve 
business performance in order to compete in a highly competative industry. Service 
quality is on of these focus areas. 
Theoretical knowledge on service quality management has presentated a great deal of 
models and theories for management to follow yet most interesting was the gap model 
which presented gaps which indicate lack of focus which negatively affect the outcome 
of service quality based on decisions by mangement. Management´s perception of 
service quality had the most affect on all decisions and was the focus of this study. 
The results yielded different perspectives on service quality and based on the variety of 
defintiion, different perceptions are formed based on different perspectives and resutls 
in different methods of managing service quality.
The conclusion is that effictively manageming service quality starts with havign the 
right perception of service quality which relies on how much emphasis management 
puts in understanding their customers.