Proceedings | Operations Management area | Year 2016 | |
Five Dimensions of Service Quality at the Mandarin Oriental Bangkokby Patreeya Soontrapimuk; Amolwan Onsawat; Prattana Punnakitikasem | |
8th THAITIMA Annual Conference in
Bangkok September |
AbstractService quality is most important in service industries. It has a direct effect on customer perceptions of service activities and responds to customer needs. This article presents operations management in the tourism and hotel business and focuses on five dimensions of service quality. The case study in this article includes service activities at the Mandarin Oriental Hotel, Bangkok revealing the effective service quality management that has made the hotel the leader in this industry.
|