Management perception of service quality in the hospitality industry

 
Mr. Gronroos, says that perceive quality, what guest think it is, is the difference 
between what is expected and what is given or experience. What guests expect 
is what they receive from marketing, word of mouth and their needs and the 
experience is what they actually receive, What they receive, the products and 
how they receive it. 
 

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How this relates to my research, I want to understand if service managers 
perceive it like this too. For you a as manager, is it true that service quality is 
the difference of what is expected and what is experienced?
 
It is quite true this figure. Well it depends on the staff I believe actually. The product is 
what it is, in our case very excellent. And the customer get’s what they expect as the 
product is what it is, but the main variable is the staff and how the guest receives the 
service. I believe the technical quality doesn’t really matter roughly if the functional 
quality doesn’t work. So as a managers we have to know all the details of the hotel, the 
image, , the position of the hotel, what is communicated to the guest so we know what 
the guest is expected as it is very important so we have to know what the customer is 
hearing.
And when the customer comes here, has the moment of truth and goes to find out 
whether there expectations will be met and it is our duty to ensure it is that and that 
the staff knows exactly what has been heard of our hotel and where the guest 
expectations come from. 
As a manager is controlling what the customer service agent says and what he tells and 
how he or she behaves with the guest, so managing the functional quality in regards to 
what is expected. 
It is also our duty to communicate to our staff what is communicated to our guest.