Improving Interactions between Meeting Planners and Hotel Employees Research Paper

Improving Interactions between Meeting Planners and Hotel Employees - Research Paper Example The results of the primary research will be compared with that of the secondary research, in this case, the results of the surveys conducted by Rutherford and Umbreit, as embodied in the literature review. Literature Review Meeting planners can provide hotels with substantial revenue. Yet little empirical research has examined how hotel sales personnel might facilitate generating this business from meeting planners. (Lee et al, 2005) However, some have made these studies, and one of them is the study conducted by Zeithaml, Parasuraman, and Berry who developed an instrument for measuring customers' perceptions of service quality. The instrument includes dimensions of assurance, empathy, tangibles, reliability, and responsiveness. The most critical dimension was reliability. There is the performance of promised services. The next most critical was responsiveness, or the willingness to help customers and provide prompt service. The SERVQUAL method from Zeithaml, Parasuman, and Berry is a technique that can be used for performing a gap analysis of an organization's service quality performance against customer service quality needs. SERVQUAL is an empirically derived method that may bed used by a services organization to improve service quality. The method involves the development of an understanding of the perceived service needs of target customers (12 Manage Management Communities, 2007). These measured perceptions of service quality for the organization in question, are then compared against an organization that is "excellent". The resulting gap analysis may then be used as a driver for service quality improvement. SERVQUAL takes into account the perceptions of... Meeting planners can provide hotels with substantial revenue. Yet little empirical research has examined how hotel sales personnel might facilitate generating this business from meeting planners. (Lee et al, 2005) However, some have made these studies, and one of them is the study conducted by Zeithaml, Parasuraman, and Berry who developed an instrument for measuring customers’ perceptions of service quality. The instrument includes dimensions of assurance, empathy, tangibles, reliability, and responsiveness. The most critical dimension was reliability. There is the performance of promised services. The next most critical were responsiveness, or the willingness to help customers and provide prompt service. The SERVQUAL method from Zeithaml, Parahuman, and Berry is a technique that can be used for performing a gap analysis of an organization’s service quality performance against customer service quality needs. SERVQUAL is an empirically derived method that may be used by a services organization to improve service quality. The method involves the development of an understanding of the perceived service needs of target customers (12 Manage Management Communities, 2007). These measured perceptions of service quality for the organization in question, are then compared against an organization that is â€Å"excellent†. The resulting gap analysis may then be used as a driver for service quality improvement. SERVQUAL takes into account the perceptions of customers of the relative importance of service attributes.