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The servperf model as a quality evaluation tool in hotel units

2024Conference object Open access
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dc.contributor.authorCosta, Adriano
dc.contributor.authorFernandes, Gonçalo
dc.contributor.authorAntunes, Joaquim
dc.date.accessioned2024-03-20T10:03:27Z
dc.date.available2024-03-20T10:03:27Z
dc.date.issued2024
dc.description.abstractThe objective of this study is to demonstrate through the use of the Servperf model which variables are most valued by guests in accommodation units in Portugal. This study is based on the Servperf model, which measures the quality of services from the point of view of the guest (customer), identifying each of the 5 dimensions (tangibility, reliability, responsiveness, assurance and empathy), which globally qualify the service of the accommodation unit, identifying processes that can be improved in order to increase overall guest satisfaction. This Servperf model, developed by the authors Cronin and Taylor (1992), seeks to evaluate the quality of services, pointing out alternatives for improvement to the limitations they believe exist in the Servqual model of Parasuraman et al. (1988).pt_PT
dc.description.versioninfo:eu-repo/semantics/publishedVersionpt_PT
dc.identifier.citationCosta, A., Fernandes, G., & Antunes, J. (2024). The servperf model as a quality evaluation tool in hotel units. In Martins, C., Martins, M., Pais, C., & Silva, E. (Eds), International Tourism Congress 2023: Book of extended abstracts, Instituto Politécnico de Bragança Publisher, 8-9, ISBN: 978-972-745-334-4pt_PT
dc.identifier.isbn978-972-745-334-4
dc.identifier.urihttp://hdl.handle.net/10400.19/8354
dc.language.isoengpt_PT
dc.peerreviewedyespt_PT
dc.publisherInstituto Politécnico de Bragança Publisherpt_PT
dc.relation.publisherversionhttps://bibliotecadigital.ipb.pt/handle/10198/19858pt_PT
dc.subjectServperfpt_PT
dc.subjectServicespt_PT
dc.subjectQualitypt_PT
dc.subjectAccommodation unitspt_PT
dc.titleThe servperf model as a quality evaluation tool in hotel unitspt_PT
dc.typeconference object
dspace.entity.typePublication
oaire.citation.conferencePlaceInstituto Politécnico de Bragança - Mirandelapt_PT
oaire.citation.endPage9pt_PT
oaire.citation.startPage8pt_PT
oaire.citation.titleInternational Tourism Congress 2023: Book of extended abstractspt_PT
person.familyNameCosta
person.familyNameFernandes
person.familyNameAntunes
person.givenNameAdriano Azevedo
person.givenNameGonçalo
person.givenNameJoaquim
person.identifier.ciencia-idC512-FCE6-3F5E
person.identifier.ciencia-idC21F-B9C6-08EA
person.identifier.ciencia-id5111-768D-4E43
person.identifier.orcid0000-0002-3213-7402
person.identifier.orcid0000-0003-1278-0369
person.identifier.orcid0000-0003-4782-9548
rcaap.rightsopenAccesspt_PT
rcaap.typeconferenceObjectpt_PT
relation.isAuthorOfPublicationf51ad60d-1481-4668-8f53-d08067c181ff
relation.isAuthorOfPublication09a21440-803c-4992-a7bb-6c1d41ece1a4
relation.isAuthorOfPublication30c470ca-bc66-455c-a5bf-859ca408fa42
relation.isAuthorOfPublication.latestForDiscovery09a21440-803c-4992-a7bb-6c1d41ece1a4

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