Management perception of service quality in the hospitality industry

 
The reason why I’m doing this research is that service quality; I have been 
having it a lot in my classes for the past few years and it’s been a very important 
thing of how guests want quality to be and how they think quality is for them. I 
want to find more about how service managers think about service quality or 
how they perceive it. Theoretical knowledge says specific things on what 
service quality is and how it should be but what lies in practice is yet not be 
found. And this is what I want to find out. How service managers perceive 
service quality to be and the important aspects of it. 
Would you be able to tell me some background information about yourself? 
Yes sure, you probably want to have some professional background about me.
Basically I have been in the customer service industry for about 10 years, but in the 
hotel industry 5 years. I’ve been my whole hotel career with Radisson Blu hotels. The 

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plaza has been my home hotel, and I feel it’s where I can put out the best of myself 
here. 
And I have been very interested in the hotel business. I started here as a trainee 
because of my motivation, social skills and because of other abilities I got to a better 
position, much better than a trainee position. I am glad to where I am. I am actually 
still in my starting years, because people thinks it’s just check in and check out, which 
it’s not and I am still learning more and more each day. So let the learning continue. 
I completely agree that this industry there is a lot to learn and one never stops 
learning. 
 
On a quick side note, how old are you at this moment? 
 
I am 29 at the moment. 
Have you had any education relating to the hospitality industry? 
 
Yes, I have studied hospitality management. It was so that it was actually Tourism track 
and 2,5 years out of the 3,5 years I focused on hospitality and I came here to the 
Radisson Plaza Hotel through a traineeship.