Determination and control of quality in hospitality services.

The thesis consists of nine chapters in which the background to the study, the disciplines from which the hypothesis developed, the design and testing of the hypothesis and the conclusions are described. The aim was to contribute to the development of concepts which will assist in the maintenance of the quality of hospitality services. The first chapter summarises the background, objectives and methodology of the study. Chapters 2, 3 and 4 examine the nature of service, the nature of quality and the nature of services provided by the hospitality industry and ways of determining the key dimensions of quality for the different market segments of the industry. The research then examines factors that influence the achievement of service quality. Chapters 5 and 6 include an examination of organisation theory and management functions closely concerned with quality. Prom this a number of variables are identified, which have a significant impact on the quality of services. Chapter 7 describes how the following hypothesis evolved. "That quality of hotel and catering services are most effectively maintained, when both those responsible for policy making and implementation of such services are able to perceive the key dimensions used by- the customers themselves in their evaluation of the services and when those implementing have the mechanisms for taking action to ensure that realistic standards are met". The chapter also explains why the techniques of repertory grid and quality circles were adopted to test the hypothesis. Chapter 8 sets out the findings of the test and indicates a number of ways of improving the approaches used. Chapter 9 draws conclusions on the hypothesis, sets out a model for use in designing quality assurance programmes and identifies areas where further research is required