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Quality, Service Orientation Of The Employees And Ratio R/E: The Effects Of Characteristics Of The Hotels

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  • García Garazo, Teresa
  • Benito Torres, Leandro
  • Varela Neira, Concepción
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    Abstract

    Quality of service in hotels is a key factor in their success; hence, the interest in its knowledge as well as in to what extent this variable is related to different characteristics of the company. It is also of interest to know the level of service orientation of the customer-contact employees and the ratio “rooms/employees”, as these variables have the potential to impact the perceived quality of service. The aim of this paper is to measure this group of variables in Galician hotels and to identify to what extent characteristics such as star rating, localization and chain affiliation have the power to significantly differentiate them.

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    File URL: http://www.usc.es/econo/RGE/Vol20_1/castelan/art10c.pdf
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    Bibliographic Info

    Article provided by University of Santiago de Compostela. Faculty of Economics and Business. in its journal Revista Galega de Economía.

    Volume (Year): 20 (2011)
    Issue (Month): 1 ()
    Pages:

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    Handle: RePEc:sdo:regaec:v:20:y:2011:i:1_10

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    Keywords: Quality of service; Service orientation of the employees; Ratio “rooms/employees”; Hotels.;

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