Management perception of service quality in the hospitality industry

Thesis “Service quality perceptions in the hospitality industry” 
Interview Transcription Guide 
Interview # _____ 
Name: ______________
Notes by _____________; Date______________ 
Introduction 
Explain who you are and why you are conducting this research.
Any questions/comments before we start? 
Background 
We’ll start with some background information about you and what it is you do here at 
this hotel, your role, responsibilities and years on duty. 
Tell me a little about yourself? 
How do you relate to service quality in this establishment? 
Personal perspective towards service quality 
The next section looks at your personal view of service quality 
What do you think service quality stands for? 

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(Show Gronroos model of service quality) 
Figure 1-Total perceived service quality model. Grönroos (1997) 
Experience with service quality while on the job 
Tell me about how service quality is trained to employees on delivering exactly what is 
promised by the hotel. 
How is service quality practiced here at this hotel? 
How is customer satisfaction measured at this hotel? 
And how is this feedback put to good use in improving service? 
Vision for change 
Where is it that you believe change should be made in order to improve service quality in this 
hotel? ( Trainings, personell attitude, managerial knowledge on customer expectations, 
marketing practice or service delivery etc.) 

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Attachment 4 – Interview Transcriptions 
Transcription Interview 1 
Interview date: 25-04-2013 
Interviewer: Randall Laclé 
Interviewee: Kalle Valjento 
Hotel: Radisson Blu Plaza Hotel 
Department: Front Office 
Position: Service Manager 
Interview Setting: This interview was conducted at the Radisson Blu Plaza hotel on 
Mikonkatu 23 in Helsinki, Finland in the upper lounge area on the second floor.
(Start of Interview)