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dc.contributor.authorLukanova, Georginaen_US
dc.date.accessioned2011-08-16en_US
dc.date.accessioned2011-09-05T12:41:47Z-
dc.date.available2011-09-05T12:41:47Z-
dc.date.issued2010en_US
dc.identifier.citationUTMS Journal of Economics 1857-6982 1 2010 1 19-28en_US
dc.identifier.urihttp://hdl.handle.net/10419/49189-
dc.description.abstractThe paper analyses the hotel service-performance process in Bulgarian hotels, which is based on the results of the research about tourists' opinion on basic moments in service process. One of the most important characteristics of hotel industry is the leading role of the human factor in service-performance process. It cannot be accomplished without the participation of the customer and without the participation of the staff. This makes the evaluation of service process strongly subjective. Because of this, customer needs satisfaction is a big challenge for the hotel management. Under the present conditions of an increased competition, satisfying customers means offering service- performance process, which not only meets, but also exceeds guests' expectations. This can be achieved by a preliminary study of their requirements and expectations.en_US
dc.language.isoengen_US
dc.publisherUniversity of Tourism and Management Skopjeen_US
dc.subject.ddc330en_US
dc.subject.keywordhotel industryen_US
dc.subject.keywordhotel service operationsen_US
dc.subject.keywordservice-performance processen_US
dc.subject.keywordsatisfaction from serviceen_US
dc.titleEvaluation of hotel service-performance process in Bulgariaen_US
dc.typeArticleen_US
dc.identifier.ppn666056269en_US
dc.rightshttp://www.econstor.eu/dspace/Nutzungsbedingungenen_US
Appears in Collections:UTMS Journal of Economics

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