Management perception of service quality in the hospitality industry

actual improvement of service or product at the hotel? 

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Yes. For example, a while ago there were many complains about how dark the halls 
were. Now after some time all the halls have lights. So we do listen and interpret 
exactly what the guest are saying and go on with this information and do something 
about it. 
Ok. So you really do read and take action. 
Now let’s move on the last question for this interview, what do you think should 
change to improve service quality management? 
 
Well this is a tricky question. I’m really happy with management and how they are 
involved and I’m happy with the culture in the hotel too. 
I would have to say, for us, the problem is when it’s really busy, we don’t have enough 
time for the customers, I feel like we have to be quick and didn’t get the best that I 
could. 
Which is why I believe it’s the expectations management that should be more 
emphasized on; if we can manage their expectations we can make sure there experience 
goes well. 
If we know information about the guest prior to their arrival we can make efforts to 
increase their experience with us. Also we need to communicate well with marketing 
department about what it is that they actually communicating to the guest. The more 
we know about what is being marketed to the guest, the more of an impression we can 
have about their expectations and can act accordingly to make sure everything happens 
or exceeds their expectations. This is what I think should change. More emphasis on 
interdepartmental communication about external communication for the sake of 
managing or understanding customer expectations better. 
Thank you for you for your time 

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Attachement 5 – Coding sequences 
Sequence 1 – Open coding to Axial Coding