@article{ART000983134},
author={Seo, Won Seok and 조성은},
title={A Study On the measurement of Hotel Service Quality Using QFD(Quality Function Deployment): Foused on the importance of Hotel Service Process},
journal={Journal of Tourism Sciences},
issn={1226-0533},
year={2005},
volume={29},
number={3},
pages={335-356}
TY - JOUR
AU - Seo, Won Seok
AU - 조성은
TI - A Study On the measurement of Hotel Service Quality Using QFD(Quality Function Deployment): Foused on the importance of Hotel Service Process
JO - Journal of Tourism Sciences
PY - 2005
VL - 29
IS - 3
PB - The Tourism Sciences Society Of Korea
SP - 335
EP - 356
SN - 1226-0533
AB - In hotel business, service quality is said an essential element in elevating competitiveness in the market, playing an important role in suggesting new marketing strategies to cope with various customer demands. This study investigated difference in the customers’ and hotel employees’ perceived importance of hotel service quality aspects by measuring the difference of service constituents to demographic characteristics. The tool used in this study was Quality Function Deployment(QFD) model. QFD model was empirically proved to be a rather accurate tool to identify customer demands. The result showed that regarding the service quality matters both employees and customers, had an obvious difference.
KW - Hotel Service Quality;Service Process;SERVQUAL;QFD(Quality Function Deployment);HOQ(House of Quality)
DO -
UR -
ER -
Seo, Won Seok and 조성은. (2005). A Study On the measurement of Hotel Service Quality Using QFD(Quality Function Deployment): Foused on the importance of Hotel Service Process. Journal of Tourism Sciences, 29(3), 335-356.
Seo, Won Seok and 조성은. 2005, "A Study On the measurement of Hotel Service Quality Using QFD(Quality Function Deployment): Foused on the importance of Hotel Service Process", Journal of Tourism Sciences, vol.29, no.3 pp.335-356.
Seo, Won Seok, 조성은 "A Study On the measurement of Hotel Service Quality Using QFD(Quality Function Deployment): Foused on the importance of Hotel Service Process" Journal of Tourism Sciences 29.3 pp.335-356 (2005) : 335.
Seo, Won Seok, 조성은. A Study On the measurement of Hotel Service Quality Using QFD(Quality Function Deployment): Foused on the importance of Hotel Service Process. 2005; 29(3), 335-356.
Seo, Won Seok and 조성은. "A Study On the measurement of Hotel Service Quality Using QFD(Quality Function Deployment): Foused on the importance of Hotel Service Process" Journal of Tourism Sciences 29, no.3 (2005) : 335-356.
Seo, Won Seok; 조성은. A Study On the measurement of Hotel Service Quality Using QFD(Quality Function Deployment): Foused on the importance of Hotel Service Process. Journal of Tourism Sciences, 29(3), 335-356.
Seo, Won Seok; 조성은. A Study On the measurement of Hotel Service Quality Using QFD(Quality Function Deployment): Foused on the importance of Hotel Service Process. Journal of Tourism Sciences. 2005; 29(3) 335-356.
Seo, Won Seok, 조성은. A Study On the measurement of Hotel Service Quality Using QFD(Quality Function Deployment): Foused on the importance of Hotel Service Process. 2005; 29(3), 335-356.
Seo, Won Seok and 조성은. "A Study On the measurement of Hotel Service Quality Using QFD(Quality Function Deployment): Foused on the importance of Hotel Service Process" Journal of Tourism Sciences 29, no.3 (2005) : 335-356.
