Management perception of service quality in the hospitality industry

Let’s move on t. What do you think service quality stands for from your 
personal view. 
 
Well from my personal view, it is very important that the guest service, what I always 
try to do, and wish that our employees, that they welcome the guest as if they welcome 
him to their home. It’s individual service, personal service. That’s the most important 
thing. That he is warmly welcome, he gets personal service. That’s very important. 
Competition is very strong, especially in the city center, and in order to stand out, you 
have to show that personal service to them. 
So you have to stand out through the service you offer and provide. 
 
Christian Gronroos explains that service quality is what the guest experiences 
compared to what the customer expected and is satisfied only when the guest 
receives what they expected.
 
Do you believe this to be true? 
 
Yes, definitely. 
Do you believe that how a guest receives service is more important than what 
they receive? The service vs. the product?

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It’s difficult because it’s quite equal. The technical quality, now a days has to be right, 
especially in our case, being a business hotel. The guest look at the quality is working, 
according to standard. Yes I would say equal. Guest here would expect that our quality 
is of high quality. 
Would you be able to explain to me how service quality is trained to the 
employees here? 
 
Well actually, we train almost once a year the employees with trainings and everything. 
IT’S actually quite well. I’m not talking about the sokos brand, but our company in 
general is taking care of the sokos hotel in the capital area. They ensure that our staffs 
are getting trained in standard operating procedures and everything that is needed to 
ensure delivery is up to par with our quality standards. 
It’s a changing of course all the time, because we check once a year our guest 
satisfaction and take the points out which are lower, we are not so good and we make a 
new and processes and make a new plan how we can improve our service and improve 
satisfaction. 
We use the main points to improve daily service.